ServiceNow Platform

Key Responsibilities
ServiceNow Platform Strategy & Governance
•    Own and maintain the ServiceNow platform strategy, roadmap, governance framework, and technical direction.
•    Serve as the primary ServiceNow platform owner and advisor to Infrastructure and Technology leadership.
•    Establish platform architecture principles, development standards, operational controls, and decision rights.
•    Evaluate and introduce new platform capabilities, including AI, automation, and emerging ServiceNow technologies.
•    Manage platform demand intake, prioritization, release planning, and long-term value realization.
Platform Engineering & Administration
•    Lead platform administration, configuration, upgrades, patching, release management, performance optimization, and platform health.
•    Oversee development of workflows, business rules, forms, catalog items, notifications, integrations, reports, and application enhancements.
•    Ensure the platform is scalable, reliable, secure, supportable, and aligned with enterprise architecture standards.
•    Establish disciplined practices for design, development, testing, deployment, documentation, and change promotion.
Enterprise Automation & Integration
•    Lead workflow automation initiatives using ServiceNow capabilities to reduce manual effort and simplify technology processes.
•    Design and govern integrations between ServiceNow and enterprise platforms, including cloud, endpoint management, identity, HR, monitoring, and infrastructure systems.
•    Expand self-service capabilities through the Service Catalog, Employee Center, Virtual Agent, and related platform functions.
•    Establish integration patterns, technical standards, and governance controls.
CMDB, Discovery & Asset Management
•    Own the enterprise CMDB strategy, governance model, and data quality program.
•    Lead Discovery, reconciliation, and Service Mapping capabilities.
•    Advance Hardware Asset Management and Software Asset Management maturity.
•    Ensure configuration and asset data support operational, audit, compliance, and reporting requirements.
Team & Partner Leadership
•    Build, mentor, and lead a high-performing ServiceNow platform team.
•    Establish clear team objectives, technical standards, development plans, and accountability.
•    Manage ServiceNow partners, consultants, and implementation providers.
•    Promote platform innovation, engineering rigor, knowledge transfer, and continuous improvement.
Platform Performance & Value
•    Establish platform health, adoption, quality, automation, and value metrics.
•    Develop executive dashboards and governance reporting.
•    Communicate roadmap progress, risks, investment needs, and realized benefits to leadership.
•    Drive continuous platform maturity and measurable business value.