ServiceNow Senior Manager

The ServiceNow Sr Manager is the strategic linchpin for all things ServiceNow within Infrastructure Engineering. Reporting directly to the VP, Head of Infrastructure Engineering, this role architects, develops, and implements scalable ServiceNow solutions (ITSM, HAM, SAM, HRSD) across the enterprise. The incumbent leads platform upgrades, integrations, and customizations, ensuring business alignment and operational efficiency. If ServiceNow were a symphony, this role is the conductor.

You will be the primary point of contact for all ServiceNow initiatives and an expert in the full life cycle of ServiceNow services for our internal stakeholders, focusing on platform leadership, stakeholder engagement, and team development. You will also partner with the ServiceNow Platform & Automation group, business leaders, and other infrastructure teams to drive operational excellence, data integrity, and continuous improvement. This is a highly visible role that will be impactful to our organization!

Job Responsibilities

Platform leadership & Architecture

• Serve as the technical authority for ServiceNow, guiding design and optimization of workflows, queues, and service catalogs.
• Architect and implement ServiceNow solutions such as ITSM, HAM, SAM, and HRSD.
• Lead platform upgrades, integrations, and customizations with minimal drama and maximum impact.

Stakeholder Collaboration & Requirements

• Partner with stakeholders to translate business requirements into robust technical solutions.
• Gather requirements and convert them into actionable technical designs.
• Ensure high levels of stakeholder satisfaction and engagement.

Team Development & Mentorship

• Mentor ServiceNow developers and administrators, raising the technical bar.
• Build and develop a collaborative, high-performing ServiceNow team.

Operational Excellence

• Manage multi-tenant and MSP environments, ensuring data integrity, compliance, and seamless integration with enterprise reporting tools.
• Collaborate with the Data group to maintain and report on software, hardware, and licensing data.
• Integrate ServiceNow data into the Operations Dashboard and Monitoring Solution for enhanced visibility and decision-making.

Documentation & Governance

• Maintain comprehensive documentation for architecture, workflows, and configurations.
• Ensure completeness, integrity, and compliance of software, hardware, and licensing data.

Results to Be Produced

• Scalable, high-performing ServiceNow solutions supporting ITSM, HAM, SAM, and HRSD and other modules.
• Streamlined workflows and service catalogs that drive operational efficiency.
• Successful platform upgrades and integrations, with minimal disruption and maximum impact.
• Comprehensive documentation for architecture, workflows, and configurations.
• High levels of stakeholder satisfaction and engagement.
• Accurate, compliant, and actionable data for decision-making.
• A technically proficient, collaborative ServiceNow team.
• Enhanced visibility of ServiceNow data in operational dashboards.

• 5+ years of experience in ServiceNow architecture and development.
• Proven expertise in ITSM, CMDB, HAM, SAM, and HRSD.
• Strong understanding of ServiceNow scripting (JavaScript, Glide APIs).
• Experience designing and managing HRSD workflows.
• Deep knowledge of workflow automation, queue management, and approval chains.
• Experience with MSP environments, domain separation, and delegated administration.
• Familiarity with data governance and integration with enterprise reporting tools.
• ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) preferred.
• Excellent communication and stakeholder management skills.

Preferred Skills

• Experience with Agile methodologies and DevOps practices.
• Familiarity with integration tools (REST, SOAP, MID Server).
• Ability to lead cross-functional teams and manage multiple projects.

Work Location(s)

Remote options available (US-based or LatAm)

Travel Requirements

Approx. 10%

Some of the Benefits We Have Include

J.S. Held understands all our employees are people and sometimes life needs flexibility. We work to always provide an environment that best supports and suits our team’s needs.

• Our flexible work environment allows employees to work remotely, when needed
• Flexible Time Off policy
• Medical, Dental, and Vision Insurance
• 401k Match
• Commuter Benefit

A reasonable estimate of the salary range for this role is $110,000 - $125,000. Any offered salary range is based on a wide array of factors including but not limited to skillset, experience, training, location, scope of role, management responsibility, etc.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

By submitting your application, you acknowledge that you have read the J.S. Held Online Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as required and described therein. California residents can click here to learn more about the personal information we collect and here to learn about additional privacy rights that may be available.

Please explore what we’re all about at www.jsheld.com.

EEO and Job Accommodations

We embrace diversity and our commitment to building a team and environment that fosters professional and personal enrichment is unwavering. We are greater when we are equal!

J.S. Held is an equal opportunity employer that is committed to hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you are an individual with a disability and would like to request for a reasonable accommodation, please email jobs@jsheld.comand include “Applicant Accommodation” within the subject line with your request and contact information.

All your information will be kept confidential according to EEO guidelines.

Are you looking to join an organization that is growing and dynamic? What about a high-energy, collaborative environment that rewards hard work?

J.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. Our professionals serve as trusted advisors to organizations facing high stakes matters demanding urgent attention, staunch integrity, proven experience, clear-cut analysis, and an understanding of both tangible and intangible assets.

The firm provides a comprehensive suite of services, products, and data that enable clients to navigate complex, contentious, and often catastrophic situations.