Senior Manager, Service Now Platform

Overview

Senior Manager, Service Now Platform leads the architecture, engineering excellence, and team development for Zscaler's ServiceNow ecosystem while defining and executing the strategy to adopt AI capabilities that drive operational efficiency.

What you'll do

• Establish and enforce out-of-the-box design standards, reusable integration patterns, and platform guardrails to minimize technical debt and ensure zero-disruption platform upgrades
• Define and execute the strategy for adopting modern ServiceNow AI capabilities, including Now Assist, Generative AI, and AI Agents, to automate business processes and reduce operational overhead
• Drive a high-velocity development model using Agile practices, rapid prototyping, and iterative sprint cycles to translate business strategy into fast MVP releases
• Build, direct, and mentor a high-performing team of ServiceNow developers, technical leads, and architects, fostering a culture of continuous learning and accountability
• Modernize engineering practices by expanding Automated Test Framework coverage, establishing CI/CD deployment pipelines, and standardizing source control governance

What you'll need

• Drive the evaluation, deployment, and scaling of ServiceNow AI capabilities, including Now Assist, AI Agents, Virtual Agent, and predictive workflows
• 10+ years of hands-on ServiceNow architecture and development experience, with deep proficiency in JavaScript, APIs, IntegrationHub, and core platform suites
• 3+ years managing direct reports, including developers, architects, and QA engineers, with a proven track record of establishing engineering quality standards
• Demonstrated experience driving modern engineering practices such as source control, CI/CD pipelines, automated testing, and developer productivity standards
• Strong stakeholder management skills with a bias toward action, translating business strategy into rapid MVP releases while managing technical debt

Nice to have

• Deep expertise in designing modular, scalable systems while favoring out-of-the-box functionality over custom code to ensure seamless platform upgrades
• Proven ability to accelerate release velocity using Agile methodologies, automated testing frameworks, and CI/CD pipelines
• Hands-on experience or clear architectural strategy for implementing ServiceNow Now Assist, LLM integrations, AI Agents, or intelligent workflow automation

Details

• Hybrid (San Jose, CA) or remote role
• Reports to the Director, IT Applications in the IT Corporate Apps department
• Full-time position
• Base pay range $164,500 to $235,000 USD, excluding commission, bonus, equity (if applicable) and benefits