Technical Senior Manager - ServiceNow Platform

We are seeking an experienced Technical Senior Manager - ServiceNow Platform with deep expertise in IT Service Management (ITSM) and IT Asset Management (ITAM). The ideal candidate will have proven experience designing, implementing, and managing complex ServiceNow platform solutions. This role will involve overall platform implementation, driving innovation, ensuring system optimization, and managing a technical team responsible for platform delivery. Ideal candidates demonstrate strong leadership skills to guide technical teams and business stakeholders.

Key Responsibilities:

• Platform Strategy:




• Lead the overall design of the ServiceNow platform, ensuring alignment with business goals and industry best practices
• Collaborate with business leaders, stakeholders, and technical teams to develop and implement innovative solutions using ServiceNow platform
• Define platform roadmaps by ensuring scalability, performance, stability, and audit compliance
• Lead the design of workflows, integrations, and modules to extend the ServiceNow platform's capabilities




• ServiceNow Implementation & Optimization:




• Drive the end-to-end implementation of ServiceNow solutions, focusing on Core foundation, ITSM, ITAM, SecOPs, GRC, TPRM, and other relevant modules
• Manage platform upgrades and ensure all applications are optimized and adhere to enterprise security and compliance standards
• Provide technical guidance to configure, customize, and develop on the ServiceNow platform based on business needs
• Manage the documentation of solutions, internal technical and process knowledge base materials, and training of process owners and stakeholders




• Team Leadership & Management:




• Manage a team of ServiceNow engineers, providing mentorship, guidance, and career development
• Work closely with cross-functional teams (IT, Security, Engineering, Finance, HR) to drive adoption and ensure platform success
• The ability to meet strict deadlines and other targets both individually and as the leader of multiple teams, strong decision maker




• Stakeholder Engagement & Communication:




• Engage with executive leadership to understand business objectives, providing solutions that deliver tangible value and measurable outcomes
• Coordinate with business and IT stakeholders to ensure clear communication regarding project status, challenges, and milestones




• Continuous Improvement:




• Establish governance and best practices to continuously improve platform performance and operational efficiency
• Stay current with the latest ServiceNow trends, releases, and best practices, proactively applying new technologies and functionalities to enhance the platform
• Create a safe space for engineering team members to experiment with technical solutions that may solve organizational problems

Required Qualifications:

• Experience:




• 10+ years of experience with ServiceNow, including deep expertise in ITSM, ITAM, SecOPs, GRC, and TPRM modules
• Strong experience in architecture and design of ServiceNow platform implementations, including workflows, custom apps, and integrations
• Proven management experience leading technical teams and delivering large-scale projects

• Technical Skills:




• Proficiency with scripting languages (JavaScript, Glide, etc.) in the context of ServiceNow platform development and Service Portal (HTML, CSS, AngularJS, SASS, Bootstrap)
• Strong understanding of CMDB, Asset Management, Discovery, Portal, Incident, Problem, and Change Request Management processes
• Experience integrating ServiceNow with external systems via REST/SOAP APIs, Integration Hub and Spokes
• Experience with Agile, Scrum and Kanban development methodologies

• Leadership & Communication:




• Demonstrated ability to manage and mentor technical teams, ensuring a collaborative and high-performance culture
• Excellent verbal and written communication skills, with the ability to present complex technical concepts to business leaders and stakeholders

• Education/Certifications:




• Bachelor's degree in IT, Business, or related field preferred or equivalent work experience
• ServiceNow Certified Implementation Specialist (ITSM, ITAM, or similar)
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ITIL v3/v4 certification is a plus
• Certified Technical Architect (CTA) is a big plus

This position is based in our Reston, VA office and offers a flexible, hybrid work schedule

The pay range is $160,300 - $216,900.

The anticipated annual base salary range for this position is noted above, however, base pay offered may vary depending on job-related knowledge, skills, experience. Verisign offers a discretionary bonus which is based on individual and company performance, and certain roles may be eligible for discretionary stock awards.