GENERAL DESCRIPTION:

As the ServiceNow Engineering Manager, you will lead the strategic development and operational excellence of the ServiceNow platform while driving forward engineering initiatives. This role blends leadership in software architecture, Agile/DevOps practices, and platform innovation, requiring a visionary leader with a strong Computer Science background. You will architect scalable solutions, optimize the Software Development Lifecycle (SDLC) through Scrum and CI/CD, and manage a team to deliver high-quality ServiceNow capabilities that align with business objectives.

EDUCATION:

Bachelor’s or Master’s degree in Computer Science, Software Engineering, or a related field, or equivalent experience.
Certifications in ServiceNow (e.g., Certified Application Developer, Certified Implementation Specialist), Scrum (CSM/CSPO), or DevOps (AWS/Azure/GitHub) preferred.
CSM (Customer Service Management) ServiceNow module experience is a significant plus.

EXPERIENCE:

8+ years in full-stack software development, with 3+ years managing engineering teams in SDLC-driven environments (Agile/Scrum/CI-CD).
3+ years of hands-on ServiceNow architecture, including designing solutions for financial services/credit unions (e.g., HR Service Delivery, IT Operations, Customer Workflows).
Proven success in R&D for business units, translating technical concepts into frequent, value-driven deliverables (e.g., iterative MVPs, prototypes).
Track record of managing team velocity and optimizing sprint cadences (e.g., biweekly releases, sprint burndown metrics).
Demonstrated experience with complex financial services data architectures.

KNOWLEDGE/SKILLS:

Advanced ServiceNow platform architecture expertise
Comprehensive API design and implementation strategies
Microservices and modular system design
ServiceNow scripting (client/server scripts, business rules)
Performance optimization techniques specific to ServiceNow
Integration design using ServiceNow IntegrationHub
Workflow automation design
Advanced knowledge of ServiceNow scripting languages (JavaScript, GlideScript)

SOFT SKILLS:

Exceptional leadership and team management capabilities.
Strong communication and interpersonal skills.
Ability to translate technical concepts to non-technical stakeholders.
Proven track record of driving innovation and continuous improvement.

PHYSICAL REQUIREMENTS:

• Prolonged sitting throughout the workday with occasional mobility required.
• Corrected vision within the normal range.
• Hearing within normal range. A device to enhance hearing will be provided if needed.
• Ability to lift (fill in) lbs. as may be required. (check to see if #4 is on previous JD. Include it if it is, do not include if it isn’t)
• Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Effective oral and written communication skills required to articulate technical concepts to non-technical audiences.
2. Proficiency in remote collaboration tools (e.g., Jira, Git, ServiceNow Performance Analytics).
3. Ability to work in a fast-paced, dynamic environment with frequent context switching.
4. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.