Manager – ServiceNow Engineering

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TITLE: Manager – ServiceNow Engineering
Location: Sacramento, CA – 3 days onsite
 
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: 

1. Strategic Technical Leadership: 

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

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

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

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

1. Engineering Team Management: 

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

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

1. Drive recruitment and retention of top engineering talent. 

1. SDLC Optimization & Agile Practices: 

1. Establish ServiceNow-specific Agile frameworks that prioritize: 

1. Rapid prototype development 

1. Iterative solution design 

1. Continuous integration of ServiceNow modules 

1. Design lightweight, efficient sprint methodologies tailored to ServiceNow’s unique development ecosystem 

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

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

1. Software Architecture & Platform Scalability: 

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

1. Lead architecture reviews focusing on: 

1. Microservices design principles 

1. Scalable ServiceNow platform architecture 

1. Performance optimization 

1. Integration patterns 

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

1. Implement API design standards that promote: 

1. Consistent interface design 

1. Efficient data exchange 

1. Minimal coupling between systems 

1. Operational Excellence: 

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

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

1. Optimize platform costs and resource allocation while maintaining SLAs. 

1. Stakeholder Collaboration: 

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

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

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

1. 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. 

1. 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, and embracing our mission, vision and core values. 

QUALIFICATIONS: 

1. EDUCATION:  

1. Bachelor’s or Master’s degree in Computer Science, Software Engineering, or a related field, or equivalent experience. 

1. Certifications in ServiceNow (e.g., Certified Application Developer, Certified Implementation Specialist), Scrum (CSM/CSPO), or DevOps (AWS/Azure/GitHub) preferred. 

1. CSM (Customer Service Management) ServiceNow module experience is a significant plus. 

1. EXPERIENCE:  

1. 8+ years in full-stack software development, with 3+ years managing engineering teams in SDLC-driven environments (Agile/Scrum/CI-CD). 

1. 3+ years of hands-on ServiceNow architecture, including designing solutions for financial services/credit unions (e.g., HR Service Delivery, IT Operations, Customer Workflows). 

1. Proven success in R&D for business units, translating technical concepts into frequent, value-driven deliverables (e.g., iterative MVPs, prototypes). 

1. Track record of managing team velocity and optimizing sprint cadences (e.g., biweekly releases, sprint burndown metrics). 

1. Demonstrated experience with complex financial services data architectures. 

1. KNOWLEDGE/SKILLS:  

1. Advanced ServiceNow platform architecture expertise 

1. Comprehensive API design and implementation strategies 

1. Microservices and modular system design 

1. ServiceNow scripting (client/server scripts, business rules) 

1. Performance optimization techniques specific to ServiceNow 

1. Integration design using ServiceNow IntegrationHub 

1. Workflow automation design 

1. Advanced knowledge of ServiceNow scripting languages (JavaScript, GlideScript) 

1. SOFT SKILLS: 

1. Exceptional leadership and team management capabilities. 

1. Strong communication and interpersonal skills. 

1. Ability to translate technical concepts to non-technical stakeholders. 

1. Proven track record of driving innovation and continuous improvement. 

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