IT - Automation and Workflow Engineering - Manager - ServiceNow Engineering

TITLE: MGR - SERVICENOW ENGINEERING
STATUS: EXEMPT
REPORTS TO: DIRECTOR - ENTERPRISE CORE BANKING AND ENGINEERING
DEPARTMENT: IT - AUTOMATION AND WORKFLOW ENGINEERING
JOB CODE: 11836

PAY RANGE: $141,400.00 - $160,000.00 ANNUALLY

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.

TASKS, DUTIES, FUNCTIONS:

Strategic Technical Leadership:

Define the technical roadmap for ServiceNow, aligning platform capabilities with enterprise architecture and business goals.

Evaluate emerging technologies (e.g., AI/ML, automation) and integrate them into the ServiceNow ecosystem.

Partner with senior leadership to advocate for engineering best practices and innovation.

Support existing change management processes across IT groups, ensuring smooth integration and minimal disruption.

Engineering Team Management:

Lead and mentor a team of ServiceNow developers, architects, and engineers, fostering a culture of technical excellence and continuous improvement.

Oversee code quality, architectural reviews, and adherence to design patterns for maintainable and secure solutions.

Drive recruitment and retention of top engineering talent.

SDLC Optimization & Agile Practices:

Establish ServiceNow-specific Agile frameworks that prioritize:

Rapid prototype development

Iterative solution design

Continuous integration of ServiceNow modules

Design lightweight, efficient sprint methodologies tailored to ServiceNow's unique development ecosystem

Architect DevOps strategies for ServiceNow (e.g., version control, incremental deployments, regression testing).

Implement metrics to measure delivery efficiency, system performance, and team productivity.

Software Architecture & Platform Scalability:

Design and approve ServiceNow solutions with an API-first approach, enabling flexible and modular integrations.

Lead architecture reviews focusing on:

Microservices design principles

Scalable ServiceNow platform architecture

Performance optimization

Integration patterns

Develop robust, reusable ServiceNow components that can be easily consumed across business units

Implement API design standards that promote:

Consistent interface design

Efficient data exchange

Minimal coupling between systems

Operational Excellence:

Ensure platform reliability through monitoring, incident management, and disaster recovery planning.

Manage upgrades, patches, and compliance with regulatory standards (e.g., NCUA)

Optimize platform costs and resource allocation while maintaining SLAs.

Stakeholder Collaboration:

Act as a bridge between technical teams, product owners, and business stakeholders to prioritize backlog items and deliver value-driven outcomes.

Evangelize ServiceNow capabilities to drive adoption across business units (Operations, Retail).

Manage vendor relationships (ServiceNow, CI/CD tooling) and negotiate contracts.

Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.

Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.

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

Effective oral and written communication skills required to articulate technical concepts to non-technical audiences.

Proficiency in remote collaboration tools (e.g., Jira, Git, ServiceNow Performance Analytics).

Ability to work in a fast-paced, dynamic environment with frequent context switching.

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.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

INTERNAL: Collaborate with business unit leaders (e.g., IT, HR, Finance, Operations, Retail) to align R&D initiatives with credit union strategic goals. Partner with product owners, architects, and enterprise teams to prioritize ServiceNow capabilities. Engage executive leadership to advocate for engineering innovation and resource allocation.

EXTERNAL: ServiceNow platform vendors, third-party integration partners, and DevOps tooling providers. Industry peers and technology consortia to stay ahead of ServiceNow trends and credit union-specific use cases.

QUALIFICATIONS:

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.

LICENSES/CERTIFICATIONS:

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 03.11.2025

Other details

• Job Family Manager
• Job Function Manager
• Pay Type Salary
• Employment Indicator Flex/Hybrid
• Min Hiring Rate $141,400.00
• Max Hiring Rate $160,000.00

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