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 collaboratio n 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