ServiceNow Platform Manager

As a ServiceNow Platform Owner at MKS, you will partner with ITSM, Global Support Operations, Cybersecurity, Enterprise Architecture, and crossfunctional business teams to lead the strategy, governance, development, and operational health of the ServiceNow platform. You will manage the ServiceNow technical team, including developers, administrators, and architects to ensure stable operations, drive platform maturity, and deliver scalable, highimpact digital workflows that support the enterprise. In this role, you will report to the Sr. Manager, IT Service Management & Global Support Operations. You Will Make an Impact By:

• Leading the ServiceNow platform strategy, roadmap, and governance, ensuring scalable architecture and alignment with IT and business objectives.
• Managing and developing the ServiceNow team (developers, administrators, architects), overseeing prioritization, sprint planning, and delivery accountability.
• Owning platform governance standards, including development practices, release processes, documentation, and longterm architectural direction.
• Partnering with ITSM leadership, business stakeholders, and enterprise functions to translate requirements into effective ServiceNow solutions across ITSM, ITOM, SPM, ITAM, CMDB/Discovery, and integrations.
• Overseeing platform performance, upgrades, patches, integrations, and overall system health, ensuring high availability and adherence to security and audit requirements.
• Analyzing operational and business needs to enhance workflows, automation, reporting, and service delivery capabilities.
• Coordinating crossfunctional initiatives involving IT Operations, Security, HR, Facilities, Finance, and other teams using ServiceNow as a core platform.
• Managing the demand intake and prioritization process, ensuring decisions align to roadmap and governance standards.
• Driving creation and maintenance of documentation, knowledge articles, process designs, and architectural standards.
• Identifying opportunities for automation, optimization, and expansion to continuously improve the platform and user experience.
• Travel Requirements: Up to 10% travel may be required.
• Hybrid role: 2-3 days in the office, * Reporting Relationships: Manages a team of ServiceNow Developers, Administrators, and/or Architects.
• Financial Responsibilities: May oversee platformrelated budgets, licensing allocations, or vendor contract spend.

• Bachelor's Degree required and 5+ years of related experience (per job profile requirements).
• 5+ years hands-on ServiceNow experience (administration, development, architecture).
• 3+ years leadership or team management experience preferred.
• Deep expertise in ITSM, ITOM, SPM, ITAM modules, including CMDB and Discovery.
• Strong understanding of core ITSM processes (Incident, Change, Problem, Knowledge, SLAs, CMDB).
• Demonstrated experience driving platform governance, strategy, and roadmap delivery in complex multi-module environments.
• Experience working in Agile teams, including sprint planning and backlog management.
• Excellent communication and stakeholder management skills; able to influence across technical and business teams.
• Strong analytical, architectural, and problemsolving skills.
• Ability to manage multiple priorities and lead a highperforming technical team.

Preferred Skills

• ServiceNow certifications such as:

• CSA (Certified System Administrator)
• CAD (Certified Application Developer)
• CIS certifications (CISITSM, CISITOM, CISSPM, CISDiscovery, CISHAM/SAM)

• ITIL Foundations or higherlevel ITIL certifications.
• Experience with IntegrationHub, Flow Designer, API integrations, or App Engine.
• Experience with CMDB governance, service mapping, or configuration lifecycle.
• Background managing vendor relationships or offshore/onshore development resources., * Perform activities such as sitting, standing, or typing for extended periods of time.
• Regularly requires good manual dexterity and coordination.
• Ability to remain in a stationary position for long periods.
• Frequently positions self to access materials below, at, or above shoulder level.
• Must be able to communicate information clearly and exchange accurate information.
• Operates in a professional office and/or hybrid remote environment.
• Constantly operates a computer and office productivity tools.
• Ability to observe documents and details at close range.
• Noise level is typically average.

Salary Pay Range: $ 109,750.00 - $182,900.00 USD per year. This range is a good faith estimate of the expected salary range for this position, based on a wide range of factors including qualifications, experience and training, operational and business needs and other considerations permitted by law.

Bonus: This position is eligible for a discretionary annual bonus, in an amount to be determined by MKS.

Benefits: MKS offers a comprehensive benefits package, including health insurance coverage (medical, dental and vision), 401(k) with company match, life and disability insurance, 12 paid holidays, sick time, 15 paid vacation days, [6 weeks fully paid] parental leave, adoption assistance and tuition reimbursement.