ServiceNow Platform Owner

The ServiceNow Platform Owner is a strategic, hands-on IT leader responsible for the overall management, optimization, and governance of the ServiceNow platform across the enterprise. This role ensures the platform aligns with business objectives, delivers value, and supports digital transformation initiatives. The ServiceNow Platform Owner provides leadership and direction to ServiceNow administrators, developers, and stakeholders, driving platform adoption, innovation, and continuous improvement. Responsible for ensuring platform stability, scalability, security, and compliance, while enabling self-service capabilities and automation for business units., Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Primary Roles & Responsibilities

1.Owns the ServiceNow platform strategy, roadmap, and architecture to support business needs and digital transformation goals.

2. Leads the design, configuration, implementation, and ongoing enhancement of ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, GRC).

3. Publishes best practices and educates stakeholders on ServiceNow capabilities, governance, and usage.

4. Defines and manages training, certification, and career paths for ServiceNow team members.

5. Evaluates new ServiceNow features, releases, and integrations; recommends adoption of new capabilities.

6. Ensures platform stability, performance, and scalability through proactive monitoring and capacity planning.

7. Manages platform upgrades, patching, and lifecycle maintenance to minimize technical debt and ensure compliance.

8. Enables self-service and automation for business units through workflow development and catalog management.

9. Drives continuous improvement of ServiceNow processes and service capabilitiesfocus on efficiency, user experience, and cost optimization.

10. Maintains dashboards and reporting for platform health, usage, and service levels.

11. Partners with business and IT teams to identify unmet needs and deliver ServiceNow-based solutions.

12. Develops and manages platform budget, licensing, and vendor relationships.

13. Serves as the primary point of contact for ServiceNow-related initiatives, communications, and escalations.

14. Ensures platform security, data integrity, and compliance with internal policies and external regulations.

15. Provides escalated technical support and troubleshooting for ServiceNow issues.

16. Leads or supports special projects, integrations, and process automation initiatives.

17. Manages ServiceNow documentation, including platform standards, procedures, and operations manuals.

18. Willingness and ability to travel as required (typically 10% to 15%).

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelors degree and ten to twenty-five years related experience or equivalent combination.
2. Managed Technology or Technology Process Teams for more than ten years or teams of thirty or more technologists.
3. Excellent knowledge of technical management and data governance.
4. Knowledge of current trends in IT hardware and systems software field.
5. Database management skills with the ability to produce reports.
6. Familiarity with the support and troubleshooting of personal computers and tablet devices.
7. Analyze situations, evaluate alternatives, and implement robust solutions
8. Interpret guidelines and analyze information to adapt or modify processes in response to changing circumstances.
9. Duties may require non-routine analysis, research and follow-through
10. The position requires strong problem solving and analytical skills with the ability to work independently and exercise sound judgment
11. The ability to make commitments and be willing to be held accountable against them, organizing workloads to meet deadlines
12. Exhibit adaptability to accept or bring about change when needed
13. Strong written and verbal communication skills
14. The ability to excel in a team environment and advance overall team objectives
15. The ability to ensure customer satisfaction by delivering excellence in products and service
16. Ability to work and communicate with peers, vendors, internal staff, including software program leadership and others
17. Consistently demonstrate professional, positive, and approachable attitude, demeanor and discretion
18. Demonstrate sensitivity in handling confidential information
19. Formulate and clearly communicate ideas to others
20. Fluency in English
21. Financial responsibility may include working within a budget to complete projects, negotiating and contracting with vendors and assisting with budget development
22. Purchase equipment and supplies as provided for in the budget
23. Ability to manage personnel with little supervision

Preferred Qualifications:

3+ years managing ServiceNow platforms or similar enterprise applications. Proven experience leading ServiceNow implementations, upgrades, and module deployments.

Strong knowledge of ServiceNow architecture, modules, and best practices. Experience with ITSM, ITOM, HRSD, CSM, GRC, and/or other ServiceNow modules.

Excellent technical management, data governance, and process optimization skills.

Ability to analyze business requirements and translate them into ServiceNow solutions.

ServiceNow Certified System Administrator (CSA) or higher certifications (e.g., CIS, CAD, CSM).

Experience with ServiceNow integrations (REST, SOAP, APIs) and scripting (JavaScript, Glide).

Familiarity with ITIL, Agile, and DevOps practices. Experience with platform security, compliance, and audit processes.

Training ability and experience mentoring ServiceNow team members.

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truists generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truists defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As