Senior Manager, ServiceNow Engineering

This is a fully remote position, open to applicants in Alabama, +41 more states.

📋 Description

• Provide strategic direction, governance, engineering delivery, and operational excellence for the enterprise ServiceNow platform.

• Define and execute the multi-year strategy, roadmap, and investment priorities for the ServiceNow platform.

• Lead governance, intake, demand management, prioritization, and initiatives for technology modernization.

• Assess emerging capabilities within ServiceNow and pinpoint opportunities to enhance platform value.

• Recommend and shape the roadmap for ServiceNow AI capabilities including Now Assist, predictive intelligence, and agentic automation.

• Monitor and maintain platform license utilization for effective contract planning and subscription expense oversight.

• Lead a team of ServiceNow engineers tasked with development, administration, integrations, automation, upgrades, and support.

• Establish engineering standards, quality assurance measures, release management practices, and operational processes.

• Supervise upgrades, maintenance, testing, release readiness, and production support for the platform.

• Drive enhancements, implementations, and modernization initiatives across ITSM, ITOM, ITAM, CMDB/CSDM, Service Catalog, Workflow Automation, Strategic Portfolio Management, and Security Exposure Management.

• Recruit, mentor, coach, and retain professionals within the ServiceNow engineering team.

• Manage performance expectations, development goals, career progression, succession planning, capacity planning, and resource distribution.

• Align priorities with IT, Security, Infrastructure, Architecture, Operations, Enterprise Applications, and business leadership.

• Cultivate relationships with ServiceNow, implementation partners, consultants, and third-party vendors.

• Review proposed designs, technical solutions, project estimates, delivery strategies, and implementation methodologies.

• Provide metrics on delivery, demand forecasts, inputs for capacity planning, insights on licensing, and assessments of vendor performance.

• Ensure the stability, security, compliance, availability, and performance of the platform.

• Drive ongoing improvements in CMDB, CSDM, asset management, service catalog, workflow automation, integration management, and data quality.

• Establish KPIs, dashboards, and executive reports focusing on platform health, adoption, delivery performance, operational metrics, and business outcomes.

• Manage technology lifecycle activities, address technical debt, review customizations, and oversee platform modernization.

• Maintain controls related to integrations, access management, platform configurations, and data governance.

⛳️ Requirements

• Over 10 years of experience managing information technology systems and projects within a large IT department.

• Bachelor's degree in a related field (Computer Science, Engineering, or Business) or an equivalent combination of education and experience.

• More than 10 years of experience in acquiring and managing technology and technology professionals.

• At least 10 years of experience in people management.

• A minimum of 5 years demonstrating success in matrix management and influence environments.

• Extensive experience in communicating effectively with executive and operational management.

• Experience with large-scale project or program management.

• Background in financial services or a relevant industry is preferred.

• ServiceNow Certified System Administrator (CSA) is preferred.

• ServiceNow Certified Implementation Specialist is preferred.

• ITIL 4 or 5 Foundation Certification or a higher level is preferred.

• ServiceNow Certified Application Developer (CAD), Certified Technical Architect (CTA), or equivalent advanced platform certifications are preferred.

• Familiarity with Agile, Scrum, Kanban, and DevOps development practices.

• Willingness to travel as needed for enterprise meetings, divisional/team meetings, and other in-person engagements.

• Authorization to work indefinitely in the United States is required.

• Must not require immigration support or visa sponsorship now or in the future.

🏝️ Benefits

• Eligibility for annual bonuses for most positions.

• 401(k) plan with company matching contributions.

• Opportunities for career advancement and professional development.

• Flexible remote-first work environment / Home-Flex roles available.

• Option to work from various locations, including CSAA offices.

• An inclusive and welcoming workplace culture.

• Reasonable accommodations for qualified applicants and employees with disabilities or other limitations.

• Company-wide annual discretionary bonus through the Annual Incentive Plan (AIP), up to 20% of eligible pay.