ServiceNow Development Manager

About the Role

Key Responsibilities

• Lead, mentor, and manage a team of ServiceNow developers.
• Foster a collaborative and high-performance team culture.
• Conduct weekly 1-on-1s, annual performance reviews, and support career development.
• Manage JIRA stories and sprints to meet specified release dates.
• Define and maintain the ServiceNow development roadmap aligned with business goals.
• Establish and enforce development standards, best practices, and governance processes.
• Ensure compliance with security, privacy, and regulatory requirements.
• Oversee the design and development of configuration changes to ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, SecOps, SRM, IRM, etc.).
• Collaborate with business analysts to translate business requirements into scalable solutions.
• Manage the full software development lifecycle (SDLC) for ServiceNow projects.
• Serve as the primary point of contact for ServiceNow-related initiatives.
• Partner with business units, IT leadership, and vendors to align platform capabilities with organizational needs.
• Provide regular updates and reporting on project status, risks, and performance metrics.
• Drive innovation and continuous improvement of the ServiceNow platform.
• Stay current with new features, releases, and industry trends.
• Identify opportunities to automate and optimize business processes.

Requirements

• Bachelor's degree in computer science, Information Systems, or related field.
• ServiceNow Certified System Administrator required.
• ServiceNow Certified Application Developer required.
• ITIL Foundation Certification preferred.
• 5+ years of experience with ServiceNow development and administration.
• 3+ years in a managerial role or previous leadership experience.
• Deep understanding of ServiceNow architecture, scripting (JavaScript, Glide), and APIs.
• Expert experience with ServiceNow modules such as ITSM, ITOM, CMDB, and custom applications.
• Familiarity and working knowledge of Agile/Scrum methodologies and DevOps practices.
• Strong leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strategic thinker with a problem-solving mindset.

Nice to Have

• ITIL Foundation Certification