Manager, ServiceNow Solutions

About the role

The Manager, ServiceNow Solutions leads a team of ServiceNow Business Analysts and Developers supporting Run‑the‑Business operations and delivery of enhancements and strategic initiatives across the ServiceNow platform. Reporting to the Director, ServiceNow, the role provides people leadership, delivery oversight, resource management, and operational governance for a team aligned to the ServiceNow demand pipeline. The manager ensures successful execution of platform enhancements, manages team capacity and priorities, fosters a high‑performing culture, and maintains strong partnerships with business stakeholders, architecture, engineering, and platform leadership teams, balancing day‑to‑day operational support with longer‑term strategic delivery while driving accountability, transparency, and continuous improvement.

Responsibilities

• People Leadership & Talent Development – Lead, coach, mentor, and develop a team of ServiceNow Business Analysts and Developers
• Demand, Capacity & Resource Management – Partner with Demand Management and leadership to align incoming work with available team capacity
• Stakeholder Management & Business Partnership – Serve as a primary point of contact for business stakeholders, process owners, and technology partners
• Solution Delivery & Analysis Oversight – Guide and oversee business analysis activities including requirements gathering, process evaluation, solution design, and user story development
• Operational Excellence & Continuous Improvement – Drive consistent processes, standards, and ways of working across the Solutions team
• Governance, Risk & Compliance – Ensure compliance with established ServiceNow governance processes, architecture standards, and SDLC requirements

Qualifications

• 7+ years of experience in technology delivery, business analysis, application development, or platform solutions
• 3+ years of experience leading technical, analyst, or delivery‑focused teams
• Experience managing operational support and project‑based delivery within Agile environments
• Strong leadership, communication, stakeholder management, and organizational skills
• Demonstrated ability to balance multiple priorities and drive execution across complex initiatives
• Experience with resource planning, workload management, and delivery oversight
• High School (HS) (Required)
• General Experience – 3 to 6 years
• Preferred: Experience with the ServiceNow platform and ServiceNow application delivery
• Preferred: Knowledge of Agile, Scrum, Kanban, and Software Development Life Cycle (SDLC) methodologies
• Preferred: Experience supporting enterprise platforms and large‑scale technology initiatives
• Preferred: ServiceNow, Agile, Scrum, PMP, or related certifications
• Preferred: Experience leading teams through organizational growth, transformation, or delivery model changes

Benefits

• Medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); parental leave

Pay

Total compensation includes base salary or wages, and may include additional compensation (cash or equity), discretionary bonuses, or commissions.

Schedule

Hybrid workstyle: expected to work from a Raymond James office location at least three days per week, including either Monday or Friday.