ServiceNow Manager

We are looking for an experienced ServiceNow Manager to lead the strategy, governance, and delivery of a complex enterprise platform environment in New York, New York. This Long-term Contract position will oversee platform direction, team leadership, and scalable solution design across multiple ServiceNow capabilities while ensuring strong performance, security, and user experience. The ideal candidate brings deep hands-on ServiceNow knowledge along with the ability to guide stakeholders, manage partners, and support operational excellence in a regulated industry.

Responsibilities:

• Direct the overall ServiceNow platform strategy, including architecture planning, instance approach, licensing oversight, long-range roadmap development, and ongoing performance management.

• Evaluate incoming business needs, set platform priorities, and guide design choices to maintain a unified and effective user experience across the environment.

• Supervise and develop the ServiceNow team across administration, development, and business analysis functions, while establishing growth plans, training goals, and certification paths.

• Manage relationships with external providers and implementation partners, ensuring delivery quality and adherence to agreed service expectations.

• Oversee the full lifecycle of platform enhancements, including intake, solution design, configuration, development, testing, release coordination, and post-launch support using Agile delivery practices.

• Lead upgrade and patch planning to keep the platform current, stable, secure, and aligned with operational requirements.

• Partner with business and technical stakeholders to create scalable solutions such as service catalog offerings, workflow automation, and low-code applications using governed, reusable standards.

• Own the platform integration framework, including connected enterprise systems, secure credential handling, and consistent patterns for reliable data exchange.

• Establish and enforce governance standards covering development practices, security controls, access reviews, data stewardship, and compliance with enterprise and regulatory requirements.

• Provide leadership reporting on platform health, adoption, capacity, and initiative progress, while also supporting deep issue investigation and root-cause resolution for critical incidents.

Requirements

• 8+ years of experience working with enterprise platforms or applications, including at least 5 years of hands-on ServiceNow experience and 3+ years leading technical teams.
• Strong practical knowledge of multiple ServiceNow modules and the broader ServiceNow platform.
• Proven background managing platform upgrades, configurations, integrations, governance frameworks, and Agile delivery processes within ServiceNow environments.
• Experience designing enterprise application integrations, improving system performance, and applying security best practices in complex organizations.
• Ability to lead cross-functional teams effectively, with strong communication, organization, and problem-solving skills.
• Bachelor’s degree in Computer Science, Engineering, or a related discipline, or equivalent relevant experience.
• ServiceNow Certified System Administrator is required; additional ServiceNow certifications are highly valued.
• Experience in healthcare or another highly regulated industry is preferred, and Agile-related certification is a plus.