ServiceNow Engineering Manager

The ServiceNow Engineering Manager is responsible for managing, coaching, and developing a dedicated team focused on delivering scalable, high-quality solutions across the ServiceNow platform.

The manager will oversee platform development, integrations, and operational support for core modules such as ITSM, ITOM, HRSD, and others that support critical functions across the business.. In addition, the role requires analyzing technology trends, human resource needs, and market demands to plan projects that ensure the platform's resilience and future readiness. The manager will collaborate with stakeholders across departments, including Security, Legal, HR, and IT, to determine the feasibility, scalability, and cost-effectiveness of ServiceNow solutions.

Key Responsibilities

Coaching/Mentoring

• Is responsible for coaching team members and stakeholders at various levels, sharing knowledge of the ServiceNow platform, and guiding their professional development in line with organizational goals.

Managing People

• Is responsible for fostering the personal development of individuals by assisting in the creation of development plans and providing stretch opportunities.

  
  

• Manage performance by setting objectives and KPIs relevant to ServiceNow capabilities, giving regular feedback, and collaborating with HR on performance management.

Managing Teams

• Ensure team delivery by monitoring the health of ServiceNow projects, tracking roadmap progress, and resolving blockers in a timely manner.

  
  

• Engage stakeholders by reporting on progress and challenges, and actively participate in recruitment to ensure the team’s growth aligns with the platform’s needs.

Automation and toil reduction

• Focus on reducing manual work within ServiceNow by leveraging platform capabilities like Flow Designer, Workflow Editor, and UI Policies.

  
  

• Drive automation initiatives that improve the efficiency of ITSM processes, change management workflows, and incident resolution.

  
  

• Responsible for reducing operational costs by using automation to streamline ServiceNow maintenance activities, ensuring the platform stays current with minimal human intervention.

Technical Incident Management

• Responsible for resolving live ServiceNow production issues, minimizing business disruption by addressing incidents within key ServiceNow modules (e.g., ITSM, HRSD, WSD, LSD).

• Improve the overall platform reliability by conducting root cause analysis and implementing long-term solutions.

• Ensure that all incidents are logged, tracked, and resolved in line with agreed Service Level Agreements (SLAs), contributing to post-incident analysis and platform improvements.

Production systems best practices

• Ensure the security and compliance of the ServiceNow platform by following company policies and industry best practices, such as ITIL standards and GDPR regulations.

  
  

• Guide team members in maintaining a secure environment across ServiceNow modules, ensuring audit readiness.

  
  

• Responsible for documenting platform architecture, runbooks, and operational procedures to ensure continuity in operations and reduce reliance on specific individuals.

Architectural Guidance

• Advise on platform design and architecture, ensuring that solutions meet both functional and non-functional requirements.

  
  

• Align ServiceNow’s technical direction with broader organizational goals by providing context on architectural decisions to various stakeholders.

  
  

• Set clear architectural objectives by evaluating platform enhancements, ensuring they contribute to the long-term scalability and maintainability of the ServiceNow ecosystem.

Monitoring and Alerting improvements

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