Sr. Manager, ServiceNow Architecture & Administration

Role Summary

This position plays a key role in designing and maintaining ServiceNow. The person in this role will deliver new technology features and support fixes to optimize ServiceNow operations and enhancements. You will collaborate with stakeholders and IT teams to understand requirements and implement solutions that enrich the platform and improve the user experience. Location options include Princeton, NJ or Tampa, FL.

Responsibilities

• Collaborate with stakeholders, system architects and IT teams to understand requirements and implement solutions that enrich the platform and enhance the user experience.
• Design solutions on the ServiceNow platform through Workflow, Flow Designer, IntegrationHub, Orchestration, Mid Server, Business Rules, Client Scripts, UI Actions, UI Policies, ACLs, SLAs, Registry Events, and Scheduled Jobs.
• Support and identify opportunities for continuous improvement.
• Adopt broad, enterprise-wide view and understanding of strategy, processes and capabilities.
• Support business process re-engineering efforts for at least a couple medium-to-large software projects.
• Communicate status updates to stakeholders and manage expectations.
• Conduct User Acceptance Testing (UAT) to ensure the requirements are met.
• Engage with and support business services and ensure adherence to technology standards across capability delivery teams including service providers.
• Work closely with cross-functional teams to deliver ServiceNow solutions.
• Troubleshoot and resolve issues/incidents.
• Collaborate with product managers and stakeholders to ensure requirements are clearly understood and backlog items are prioritized; partner with developers to design and implement the solutions.
• Demonstrate a flexible and adaptive approach to accommodate changing requirements.
• Be self-directed with proven ability to make mature decisions supported by data and process analysis.

Qualifications

• Degree in Computer Science, Information Systems, related field, or equivalent work experience.
• 6+ years of ServiceNow experience.
• Broad exposure to ServiceNow modules (ITSM, ITAM, ITOM, IRM/GRC/TPRM, HRSD).
• Proficiency in ServiceNow platform capabilities including Service Catalog, Flow Designer, Workflow Editor, Scripting and Integration Hub.
• Strong analytical and problem-solving skills to troubleshoot and resolve technical issues.
• Excellent communication and collaboration abilities to work effectively with cross-functional teams.
• Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment.
• Experience with ServiceNow integrations, scripting languages, reporting and analytics, Agile development methodologies, performance tuning and optimization, security and compliance, and upgrades.
• Makes decisions while understanding the team's work and how it fits into the broader enterprise; demonstrates awareness of functional business context and impact.
• Identifies opportunities to improve and grow, balancing performance feedback and career development; understands performance metrics driving the team's goals.
• ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) certification is a plus.

Education

• Certifications: ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), or Certified Implementation Specialist (CIS) preferred.