Staff ServiceNow Platform Lead
Staff ServiceNow Platform Lead to own multi-year vision, roadmap, and governance while performing hands-on development, architecture, and vendor management for strategic initiatives at Zoox. Requires 10+ years ServiceNow experience including architecture and active development skills.
About the job
Responsibilities
- Own and evangelize the strategic vision and multi-year roadmap for the ServiceNow platform across Zoox, aligning platform investment with business priorities.
- Perform hands-on development, configuration, and architecture work directly on ServiceNow for strategic initiatives, complex integrations, and situations where speed, quality, or sensitivity call for it.
- Serve as the primary business and technical owner directing a managed services vendor's day-to-day operations, holding them accountable to SLAs, quality, and roadmap commitments.
- Manage and mentor two ServiceNow contractors (one Staff, one mid-level), assigning priorities, reviewing/co-developing their work, and ensuring alignment with platform strategy and standards.
- Own vendor lifecycle and platform governance: RFP/selection support, contract and SOW review input, onboarding, performance reviews, and architecture/release standards for both internal and vendor-delivered work.
Requirements
- 10+ years of experience working with ServiceNow, including 5+ years in a technical architecture/design capacity, with continued active hands-on development skills (flow designer, scripting, integrations, app development).
- Deep, current working knowledge of ServiceNow architecture across ITSM, ITOM, ITAM, IntegrationHub, and platform/app development.
- Proven experience directing or governing a managed services provider or SI partner for a platform of similar scale and complexity.
- Strong vendor management skills: SOW/SLA definition, performance reviews, escalation management, and commercial acumen.
- Track record of building and presenting platform roadmaps and vision to executive or senior leadership audiences.
- Certifications: Certified System Administrator (CSA); Certified Application Developer (CAD).
Nice-to-Haves
- Experience managing contractors or vendor teams: setting priorities, reviewing quality, and holding delivery accountable, while still being able to jump in and build when needed.
- Excellent stakeholder management and communication skills across technical and non-technical audiences.
- Certifications strongly preferred: Certified Technical Architect (CTA); Certified Implementation Specialist (ITSM, HAM, or Discovery).
Skills
Servicenow, Itsm, Itom, Itam, Integrationhub, Flow Designer, Servicenow Scripting, Servicenow Integrations, Servicenow App Development, Vendor Management, Platform Architecture, Csa, CAD
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