Role Overview:
The ServiceNow Platform Manager is the single accountable owner for the health, strategy, and
governance of the ServiceNow platform across the organization. This person sets platform vision and
roadmap, protects platform integrity through strong technical governance, and ensures ServiceNow
delivers measurable business value while minimizing operational cost.
This is a strategic and hands-on role that sits at the intersection of business demand, IT delivery, and
vendor management. The Platform Manager balances competing stakeholder requests against
platform standards, upgrade readiness, and long-term scalability,
Required Qualifications
Experience
5+ years of experience working with the ServiceNow platform, including 2+ years in a
platform manager, lead architect, or platform management capacity. Deep understanding of ServiceNow architecture, data model, scoped applications, and at
least two core product lines (e.g., ITSM, ITOM, HRSD, ITAM, CSM, SecOps, GRC, EA).
Demonstrated experience establishing and running platform governance, demand
management, or technical review processes.
Experience leading platform upgrades and managing technical debt.
Strong understanding of release management, change control, and instance strategy.
Proven ability to balance competing stakeholder demands and make defensible prioritization
decisions.
Excellent communication skills, with the ability to translate between technical teams and business
leadership
Technical Skills
• Working knowledge of Flow Designer and/or Workflow Editor.
• Strong understanding and experience with ServiceNow platform architecture and modules.
• Deep understanding of the ServiceNow CMDB data model, CI classes, relationships, and
reconciliation.
• Working knowledge and technical understanding of ServiceNow Discovery: schedules,
probes/sensors, patterns, MID Servers, and credential management.
• Familiarity with REST/SOAP integrations and the ServiceNow Integration Hub or spoke
development.
• Proficient with update set management, scoped applications, and instance-to-instance
deployment practices.
• Strong understanding of ITIL processes and best practices as implemented within
ServiceNow.
Preferred Qualifications
Experience with the ServiceNow Common Service Data Model (CSDM).
Experience managing ServiceNow licensing and vendor/partner relationships.
Experience in a regulated or enterprise environment with formal change and audit controls.
Understanding of the Utility regulatory framework, including NERC and FERC