ServiceNow Manager

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

The ServiceNow Manager will oversee the ServiceNow team and will own the design, architecture, implementation, and management of the platform. The ideal candidate will have extensive experience in ServiceNow architecture and design, along with strong project management, leadership, and communication skills. The best candidate for this role will have proven architectural platform experience, strong examples of fostering a team culture of innovation, creativity, collaboration, and creating an open and accessible environment to ensure customers feel well-informed and supported.

About this roll* (Responsibilities)

• Lead the design and overall structure of the ServiceNow Platform, ensuring alignment between business requirements/objectives and scalability for future needs.
• Manage and oversee the implementation of major projects across various ServiceNow modules, ensuring successful delivery within scope, schedule, and budget.
• Collaborate with business stakeholders to understand requirements and translate them into technical solutions within the ServiceNow platform.
• Develop and maintain ServiceNow governance standards, best practices, and policies to satisfy specific business & compliance based needs.
• Lead the evaluation and selection of ServiceNow applications, plugins, and integrations to enhance platform functionality, and scalability.
• Develop and regularly report on team metrics, environment health, project status updates to multiple levels of stakeholders (management level to C suite)
• Create and protect boundaries of workloads and capacity planning for the team in order to avoid over promised solutions, burnout, and poor deliverables.
• Mentor and coach team members, fostering a culture of innovation, collaboration, and excellence. 1:1s, team meetings, tracking OKRs, MBOs, and career pathing.

Do you have the right ingredients*? (Requirements)

• Bachelor's degree in Computer Science, Information Technology, or related field. Master's degree preferred.
• ServiceNow Certified Implementation Specialist (CIS) , ServiceNow Certified Application Developer (CAD) , ServiceNow's Certified Technical Architect (CTA) certifications are highly preferred.
• Minimum of 7 years of experience in ServiceNow architecture, design, and implementation, with expertise in multiple modules, including SAM, ITSM, ITOM, ITAM, and IRM.
• Strong understanding of JavaScript, HTML, CSS, and ServiceNow scripting languages.
• Proven expertise in designing and implementing complex ServiceNow solutions, including custom applications and integrations.
• Excellent people management and leadership abilities, with experience in building and managing high-performing teams.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Strong analytical and problem-solving skills, with the ability to quickly grasp complex technical concepts and translate them into actionable plans.

Our Spread* of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].