Servicenow Senior Manager

**Company Description** Are you looking to join an organization that is growing and dynamic? What about a high-energy, collaborative environment that rewards hard work?**

J.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. Our professionals serve as trusted advisors to organizations facing high stakes matters demanding urgent attention, staunch integrity, proven experience, clear-cut analysis, and an understanding of both tangible and intangible assets.

The firm provides a comprehensive suite of services, products, and data that enable clients to navigate complex, contentious, and often catastrophic situations.

The ServiceNow Sr Manager is the strategic linchpin for all things ServiceNow within Infrastructure Engineering. Reporting directly to the VP, Head of Infrastructure Engineering, this role architects, develops, and implements scalable ServiceNow solutions (ITSM, HAM, SAM, HRSD) across the enterprise. The incumbent leads platform upgrades, integrations, and customizations, ensuring business alignment and operational efficiency. If ServiceNow were a symphony, this role is the conductor.

You will be the primary point of contact for all ServiceNow initiatives and an expert in the full life cycle of ServiceNow services for our internal stakeholders, focusing on platform leadership, stakeholder engagement, and team development. You will also partner with the ServiceNow Platform & Automation group, business leaders, and other infrastructure teams to drive operational excellence, data integrity, and continuous improvement. This is a highly visible role that will be impactful to our organization

Job Responsibilities

**Platform leadership & Architecture**
- Serve as the technical authority for ServiceNow, guiding design and optimization of workflows, queues, and service catalogs.
- Architect and implement ServiceNow solutions such as ITSM, HAM, SAM, and HRSD.
- Lead platform upgrades, integrations, and customizations with mínimal drama and maximum impact.

**Stakeholder Collaboration & Requirements**
- Partner with stakeholders to translate business requirements into robust technical solutions.
- Gather requirements and convert them into actionable technical designs.
- Ensure high levels of stakeholder satisfaction and engagement.

**Team Development & Mentorship**
- Mentor ServiceNow developers and administrators, raising the technical bar.
- Build and develop a collaborative, high-performing ServiceNow team.

**Operational Excellence**
- Manage multi-tenant and MSP environments, ensuring data integrity, compliance, and seamless integration with enterprise reporting tools.
- Collaborate with the Data group to maintain and report on software, hardware, and licensing data.
- Integrate ServiceNow data into the Operations Dashboard and Monitoring Solution for enhanced visibility and decision-making.

**Documentation & Governance**
- Maintain comprehensive documentation for architecture, workflows, and configurations.
- Ensure completeness, integrity, and compliance of software, hardware, and licensing data.

Results to Be Produced
- Scalable, high-performing ServiceNow solutions supporting ITSM, HAM, SAM, and HRSD and other modules.
- Streamlined workflows and service catalogs that drive operational efficiency.
- Successful platform upgrades and integrations, with mínimal disruption and maximum impact.
- Comprehensive documentation for architecture, workflows, and configurations.
- High levels of stakeholder satisfaction and engagement.
- Accurate, compliant, and actionable data for decision-making.
- A technically proficient, collaborative ServiceNow team.
- Enhanced visibility of ServiceNow data in operational dashboards.

**Qualifications**
- 5+ years of experience in ServiceNow architecture and development.
- Proven expertise in ITSM, CMDB, HAM, SAM, and HRSD.
- Strong understanding of ServiceNow scripting (JavaScript, Glide APIs).
- Experience designing and managing HRSD workflows.
- Deep knowledge of workflow automation, queue management, and approval chains.
- Experience with MSP environments, domain separation, and delegated administration.
- Familiarity with data governance and integration with enterprise reporting tools.
- ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) preferred.
- Excellent communication and stakeholder management skills.

Preferred Skills
- Experience with Agile methodologies and DevOps practices.
- Familiarity with integration tools (REST, SOAP, MID Server).
- Ability to lead cross-functional teams and manage multiple projects.

Work Location(s)

Remote options available (US-based, Canada-based or LatAm-based)

Travel Requirements

Approx. 10%

Some of the Benefits We Have Include

J.S. Held understands all of our employees are people and sometimes life needs flexibility. We work to always provide an environment