ServiceNow Manager

Job Summary

We are seeking a IT Manager – ServiceNow to lead our ServiceNow platform team in the ongoing evolution of our domain-separated, multi-tenant implementation. This individual will be responsible for strategic platform leadership, team development, architecture guidance, and delivery excellence across internal and external customer environments.

This is a hands-on leadership role where deep technical expertise in ServiceNow, platform governance, and cross-team collaboratio n are essential. The ideal candidate balances execution with vision—guiding the platform toward stability, scalability, and innovation. This role requires a strong technical leader who can balance individual customer needs with platform-wide governance and long-term sustainability.

Key Responsibilities

• Lead and mentor a team of ServiceNow developers and system administrators to deliver high-quality, sustainable solutions.
• Own the health, design, and roadmap of CompuCom's domain-separated ServiceNow instance.
• Oversee customer integrations including identity and access management (SSO, LDAP) and custom configurations.
• Act as the primary point of contact for platform operations and integrations, including coordination with InfoSec, network, architecture, and client delivery teams.
• Champion best practices in development, documentation, and change control.
• Guide development teams through :
• LDAP and SSO / SAML configurations
• Inbound / outbound web service integrations (REST / SOAP)
• Implementation and support of core modules : Incident, Problem, Change, CMDB, Knowledge, and Service Catalog
• Drive technical and architectural decisions that support platform sustainability, reusability, and performance across all tenants.
• Serve as escalation point for troubleshooting performance, security, and functionality issues.
• Manage platform upgrades, vendor maintenance windows, failover testing, and patching schedules.
• Maintain and monitor internal and vendor-submitted change requests, including RFC creation and communication.
• Promote and maintain alignment with out-of-the-box (OOB) capabilities wherever feasible to reduce technical debt.
• Collaborate with account teams to evaluate customer needs and recommend strategic solutions within platform boundaries.

Required Qualifications

We offer