Job Summary We are seeking a IT Manager – ServiceNow to lead our ServiceNow platform team in the ongoing evolution of our domain-separated, multi-tenant implementation. This individual will be responsible for strategic platform leadership, team development, architecture guidance, and delivery excellence across internal and external customer environments.
This is a hands-on leadership role where deep technical expertise in ServiceNow, platform governance, and cross-team collaboration are essential. The idóneo candidate balances execution with vision—guiding the platform toward stability, scalability, and innovation. This role requires a strong technical leader who can balance individual customer needs with platform-wide governance and long-term sustainability.
Key Responsibilities
Lead and mentor a team of ServiceNow developers and system administrators to deliver high-quality, sustainable solutions.
Own the health, design, and roadmap of CompuCom’s domain-separated ServiceNow instance.
Oversee customer integrations including identity and access management (SSO, LDAP) and custom configurations.
Act as the primary point of contact for platform operations and integrations, including coordination with InfoSec, network, architecture, and client delivery teams.
Champion best practices in development, documentation, and change control.
Guide development teams through:
LDAP and SSO/SAML configurations
Inbound/outbound web service integrations (REST/SOAP)
Implementation and support of core modules: Incident, Problem, Change, CMDB, Knowledge, and Service Catalog
Drive technical and architectural decisions that support platform sustainability, reusability, and performance across all tenants.
Serve as escalation point for troubleshooting performance, security, and functionality issues.
Manage platform upgrades, vendor maintenance windows, failover testing, and patching schedules.
Maintain and monitor internal and vendor-submitted change requests, including RFC creation and communication.
Promote and maintain alignment with out-of-the-box (OOB) capabilities wherever feasible to reduce technical debt.
Collaborate with account teams to evaluate customer needs and recommend strategic solutions within platform boundaries.
Required Qualifications
Bachelor’s degree in Computer Science, Information Systems, or equivalent experience
8+ years of relevant IT experience, including hands-on development in ServiceNow
Experience managing a multi-tenant or multi-customer ServiceNow environment, especially in an MSP setting.
Solid background in:
JavaScript and ServiceNow scripting (Business Rules, Client Scripts, UI Policies, UI Actions)
Integration development (REST/SOAP)
LDAP and SAML authentication setup
Demonstrated experience in team leadership, code reviews, and architectural design
Demonstrated ability to make strategic platform decisions and push back on unsustainable customizations.
Strong understanding of platform architecture and operational troubleshooting
We offer
Attractive Base Salary
Major Medical Expense Plan
Life insurance
Saving fund: 10% of your base salary
Christmas bonus averaging 30 days' pay for every year
Grocery & Restaurant vouchers