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Job Summary

The ServiceNow Platform Manager is responsible for the overall health, stability, and strategic direction of the ServiceNow platform across the organization, serving as the primary point of ownership to ensure it remains secure, scalable, compliant, and aligned with business and IT objectives. This role balances day-to-day operations with long-term roadmap planning, overseeing platform architecture, configuration standards, environment management, integrations, upgrades, and release planning while enabling business value through standardized and well-governed capabilities. Working closely with ITSM process owners, business stakeholders, and development teams, the role ensures the platform effectively supports business needs while maintaining clear boundaries between platform enablement and process governance. In addition, the role manages vendor relationships, licensing, and platform-related risks, while ensuring adherence to security and compliance standards, with success measured by platform reliability, user experience, delivery consistency, and the platform’s ability to scale and evolve with organizational needs.

Duties and Responsibilities

Leadership & People Management

• Lead, mentor, and develop a team of ServiceNow administrators/developers
• Create clear performance goals, development plans, and career pathways for technical staff.
• Foster a culture of accountability, innovation, teamwork, and continuous improvement.
• Manage team workload, priorities, schedules, and on‑call rotations.

Operational Excellence

• Develop and maintain ServiceNow standards, architecture diagrams, etc.
• Own the day‑to‑day operational health of the ServiceNow platform, ensuring stability, availability, and performance.
• Establish clear operational ownership, escalation paths, and on‑call/support models for platform-related issues.
• Ensure platform operations align with enterprise availability, incident response, and service continuity expectations.
• Define and enforce standard operating procedures (SOPs) for platform administration, development, testing, and deployment.
• Minimize operational risk by reducing unnecessary customization and promoting out‑of‑box capabilities wherever feasible.
• Maintain clear configuration, data, and integration standards to ensure consistency across teams and use cases.
• Operate a predictable, well‑governed release management process for ServiceNow changes.
• Ensure changes are properly reviewed, tested, documented, and approved prior to production deployment.
• Establish and report on metrics and KPI’s to report on the value and performance of our infrastructure.
• Drive operational excellence through industry standard best practices, AI innovation, and financial acumen.

Partner with Process Owners

• Own platform-level controls including roles, permissions, data protection, and system logging.
• Collaborate with ITSM, ITAM (and other IT process owners) and business process owners to enable approved processes on the platform.
• Clearly separate process ownership from platform enablement, ensuring governance alignment.
• Translate process requirements into scalable, platform-aligned solutions.

Strategic Planning & Collaboration

• Contribute to BRG’s IT roadmap and vision, ensuring the platform contributes to that success.
• Manage vendor and trusted partners.
• Participate in the creation and management of budgets for platform initiatives, maintenance, and licensing.
• Partner cross‑functionally with other IT Departments to meet their ServiceNow requirements and business units to meet their outcomes.

Required Qualifications

• Bachelor’s degree in information technology, Computer Science, Engineering, or related discipline, or equivalent professional experience.
• 8+ years of progressive IT experience, with 5+ years working on the ServiceNow platform in administrator, developer, architect, or platform leadership roles.
• 3+ years in a leadership or management capacity, overseeing technical teams, platform operations, or enterprise applications.
• Hands-on experience administering and managing ServiceNow in a medium to large enterprise environment.
• Strong understanding of core ServiceNow architecture, including environment management, CMDB/data model concepts, security (ACLs/roles), update sets, application scope, and integrations (REST, SOAP, MID Server).
• Experience leading platform upgrades, releases, and lifecycle planning
• ServiceNow Certified System Administrator (CSA) required; ITIL Foundation (v3 or 4) or equivalent certification.

Preferred Qualifications

• Experience designing and governing complex integrations between ServiceNow and enterprise platforms (e.g., IAM, monitoring, HR, ERP).
• Familiarity with automation, orchestration, and workflow optimization.
• Demonstrated success separating platform enablement responsibilities from process ownership and business governance.
• Experience leading platform changes in complex or matrixed organizations.
• Demonstrated ability to drive adoption, standardization, and cultural shift toward self‑service and automation.
• Familiarity with hybrid and cloud infrastructure environments (e.g., Azure, AWS, networking, identity).

Working Conditions

While performing the duties of this role, the employee is regularly required to sit, use hands to handle or feel, and communicate effectively. The position is primarily sedentary and involves extended periods of working at a computer. The employee may occasionally need to stand, walk, or reach with hands and arms. Lifting or moving items up to 10 pounds may be required occasionally. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This role may operate in a professional office environment or a remote/home office setting, depending on business needs and company policy. The position routinely uses standard office equipment such as computers, phones, and other technology tools necessary for virtual collaboration. Employees are expected to maintain a safe and productive workspace, whether onsite or remote.

Salary Range: $140,000-$180,000

Candidate must be able to submit verification of their legal right to work in the U.S., without company sponsorship.

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About BRG

BRG combines world-leading academic credentials with world-tested business expertise and purpose-built emerging technologies. Our culture centers on agility and connectivity which sets us apart and gets you ahead.  

At BRG, our professionals include specialist consultants, industry experts, renowned academics, and leading-edge data scientists. Together, they bring a diversity of real-world experience, data, and human and artificial intelligence, to economics, disputes, and investigations; corporate finance; and performance improvement services that address the most complex challenges facing organizations across the globe.

Our unique structure nurtures the interdisciplinary relationships that give us the edge, laying the groundwork for more informed insights and more original, incisive thinking.  When paired with our global reach and resources, our diverse perspectives and technical capabilities make us uniquely capable to address our clients’ challenges. We get results because we know how to apply our thinking to your world.

At BRG, we don’t just show you what’s possible. We’re built to help you make it happen. 

BRG is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.