ServiceNow Platform Manager

SamuraiNOW is currently seeking a ServiceNow Platform Manager for one of our ServiceNow partners. The ideal candidate will be coming from a ServiceNow managerial background and we are looking for someone with indepth ServiceNow knoweldge who has the ability to manage multiple types of ServiceNow focused resources. And provide technical oversight and guidance. This is a full time Hybrid position located in the GTA area


We are searching for an experienced Sr Manager for the ServiceNow Platform who is able to lead the Quality Assurance, Business Process Consultant and Platform Support teams. The successful candidate will provide knowledge and oversight of ServiceNow testing and a variety of other business applications, and integrations for our internal/external customers. Additionally, they will provide management and oversight of the ServiceNow platform, which encompasses both the internal ServiceNow instances and external Client ServiceNow instances. The leader in this role will also be accountable for the Business Process Consultants, ensuring there is oversight on project deliverables and working to drive adoption of best practice in the area of Business Analysis and Documentation. This role reports to the Director of Service Delivery within Technology Solutions.

Duties and Responsibilities:

  • Leadership and oversight of the QA team, the BPC team and the Platform Support team.
  • Conduct regular meetings with the team and team members, one on one, team meetings and take part in management meetings, leadership discussions and Town Halls.
  • Empower the team to be successful and take an active part in all discussions, team meetings and events.
  • Manage the resource allocations to ensure all team members are effectively and optimally utilized
  • Play a leading role in the management of project milestones
  • Generate and implement a strategy for each of the respective teams in QA, BPC and Platform Support and drive towards its success, including metrics to demonstrate adoption and success.
  • Recruit, train and review the work of the team, prepare performance reviews and to ensure the team’s competency.
  • Govern staff data entry, vacation, timecards, calendars, documentation, ticket and task updates
  • Responsible for the quality, integrity and maintenance of the ServiceNow environments, including Dev and QA testing as well as the quality of deployment to Production environments
  • Responsible for ensuring Bi-weekly release processes from QA to Production environment readiness.
  • Establish frameworks, templates and best practices for Requirements gathering and documentation.
  • Able to work directly with Clients to effectively manage their environments, including all MSP instances.
  • Assist Clients on areas in which to optimize their usage of ServiceNow.
  • Build and maintain relationships across all internal teams and with client partners
  • Act as the point of escalation for all Testing, Business Analysis and Platform Support activities
  • Ensure all ServiceNow “city” releases are planned, managed, and successfully executed for internal and external MSP Client environments
  • Take responsibility for leading Continuous Improvement efforts for all internall activities as well as for our MSP Clients


  • 3 + years in a management position
  • 5 + years’ experience with ServiceNow

Technical and Professional Expertise:

  • ServiceNow CSA Certified (or alternative Servicenow Certifications)
  • ServiceNow Test Management
  • ITSM applications
  • ITIL knowledge

Ideal candidate will demonstrate:

  • Demonstrated leadership abilities
  • Exceptional customer service skills
  • Strong analytical skills for solving complex problems
  • Excellent ability to understand how business processes are implemented within applications
  • Drive to continuously acquire new skills
  • Effective time management
  • Ability to multitask, prioritize and work with minimal direction
  • Focus on continuous improvements and innovations
  • Ability to work in a fast-paced environment
  • Excellent interpersonal skills including team building, oral, and written communication
  • Ability to work flexible hours (weekend and after hours shifts when required)
  • Good team player, with the ability to be flexible and quickly comprehend new regulations, frameworks and standards
  • Ability to work and manage in a fast-paced environment.

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