Manager, ServiceNow Platform

Manager, ServiceNow Platform

Addison, TX (Hybrid); Bellevue, WA (Hybrid); Durham, NC (Hybrid); Emeryville, CA (Hybrid); Reston, VA (Hybrid)

The Manager, ServiceNow Platform is the strategic owner of Tanium's enterprise ServiceNow environment accountable for the platform roadmap, governance, and delivery across our full suite of modules: ITSM, ITOM, Hardware and Software Asset Management (HAM/SAM), Vulnerability Response (VR), Security Incident Response (SIR), Integrated Risk Management (IRM), Strategic Portfolio Management (SPM), and Technology Provider/Customer Service Management (TPSM/CSM). You'll lead a team of seven platform specialists, mature our CMDB and CSDM framework, and serve as the primary partner to IT and Security, to stakeholders across the broader organization, and to the customer-facing teams who rely on ServiceNow to run the business.

Two things make this role stand out. You'll join our TPSM/CSM implementation mid-flight a high-visibility program reshaping how Tanium delivers and manages customer service at scale. And you'll serve as customer zero for Tanium's own product integrations, working directly with our product and engineering teams to pilot, validate, and operationalize native Tanium capabilities within ServiceNow before they reach customers. You'll also lead the adoption of AI across the platform, from Now Assist to agentic workflows and AI-driven automation.

This is a people-first leadership role for a technically grounded manager who can balance hands-on platform ownership with leading an already high-performing team meshing with its established culture while continuing to develop it.

This position follows the Company's hybrid schedule which currently requires employees to work in the office at one of the following locations a minimum of three days per week: Addison, TX; Bellevue, WA; Durham, NC; Emeryville, CA; or Reston, VA.

What You'll Do

• Lead and Develop the Team

  • Manage, mentor, and retain a team of seven ServiceNow administrators, developers, architects, and business analysts
  • Define team goals, career development paths, and performance expectations; conduct regular 1:1s and reviews
  • Own Agile/Scrum delivery sprint planning, backlog grooming, and story pointing for predictable, high-quality releases
  • Foster a culture of continuous improvement, collaboration, and accountability

  Own the Platform

  • Define and execute the ServiceNow platform roadmap, balancing stakeholder demand with platform health, technical debt, and upgrade cycles
  • Govern the platform coding standards, change management, release processes, upgrades, patching, and instance health across sub-production and production environments
  • Own integration strategy across ServiceNow and enterprise systems (Integration Hub, REST/SOAP APIs, MID Servers), partnering with infrastructure, security, identity, finance, and HR
  • Serve as customer zero for Tanium product integrations pilot and operationalize real-time endpoint data, vulnerability feeds, asset discovery, and automated remediation workflows before they reach external customers

  Drive CMDB and CSDM Maturity

  • Own the CMDB governance framework: data quality standards, CI lifecycle, duplicate management, and reconciliation rules
  • Lead CSDM adoption as the foundational data model for every new module deployment
  • Manage Discovery, Service Mapping, and Tanium SGC for accurate, real-time infrastructure data enriched by Tanium as an authoritative endpoint source

  Deliver Across the Module Portfolio

  • Help drive the ongoing TPSM/CSM implementation shaping design decisions, stakeholder alignment, and delivery milestones in close partnership with Customer Success and Operations leadership
  • Oversee configuration, improvement, and stakeholder satisfaction across all licensed modules (ITSM, ITOM, HAM, SAM, VR, SIR, IRM, SPM, TPSM/CSM)
  • Partner with module owners and business stakeholders to assist the BA's with capturing requirements, prioritize the backlog, and translate business needs into platform solutions
  • Drive automation and AI-powered improvements using Flow Designer, orchestration, and Now Assist to eliminate manual toil and accelerate service delivery
  • Support IRM and SIR risk and compliance workflows that meet audit and security requirements, and ensure HAM/SAM data integrity for accurate license reconciliation and audit readiness

  Collaborate and Communicate

  • Serve as the escalation point for platform incidents, stakeholder concerns, and cross-functional delivery decisions
  • Report on platform health, sprint velocity, and module adoption to the Senior Director, Business Systems and technology leadership
  • Champion AI adoption evaluate and deploy Now Assist, agentic workflows, and Predictive Intelligence where they create real gains, and bring forward-looking recommendations to leadership

We're looking for someone with

• Required

  • 6+ years of ServiceNow platform experience, including 2+ years managing or leading a team, with a track record of coaching and developing engineers
  • Deep, hands-on experience across ITSM, CSM and ITOM
  • Proven CMDB governance experience you've built or significantly matured a CMDB, not just maintained one
  • CSDM experience you understand the framework and can apply it as a standard across module deployments
  • Strong stakeholder management comfortable translating technical constraints into business language and back
  • Hands-on experience running Agile/Scrum delivery (sprint ceremonies, backlog management, iterative releases)
  • ServiceNow Certified System Administrator (CSA)
  • Excellent communication skills
  • Thorough, organized and meticulous work methodology

  Strongly Preferred

  • Working knowledge of three or more additional modules: HAM, SAM, VR, SIR, IRM, SPM, TPSM, or CSM
  • TPSM or CSM implementation experience prior ownership of a CSM/TPSM deployment is a strong differentiator for our active program
  • Proficiency in Flow Designer, Business Rules, UI Policies, Integration Hub, and ServiceNow scripting (JavaScript/GlideScript)
  • Experience managing Discovery, Service Mapping, and MID Servers in enterprise environments
  • Familiarity with Automated Test Framework (ATF), Performance Analytics, and ServiceNow reporting
  • CIS certification(s) in one or more of ITSM, ITOM, Data Foundations, HAM, SAM, SIR, IRM, or SPM; ITIL v4 Foundation

  Nice to Have

  • Hands-on experience with the Tanium platform (endpoint management, asset discovery, vulnerability data) it accelerates your work as customer zero
  • Exposure to Now Assist, agentic AI workflows, Predictive Intelligence, or generative AI within ServiceNow
  • Vulnerability Response (VR) experience in a SecOps context

About Tanium

Tanium is the Autonomous IT company. Driven by AI and real-time endpoint intelligence, Tanium Autonomous IT empowers IT and security teams to make their organizations unstoppable. Many of the world's leading organizations trust Tanium's single, unified platform for endpoint management and security to innovate faster, stay resilient and move business forward with confidence, at scale.

On a mission. Together.

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.

As a global organization with stakeholders around the world, it's imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things.

Our commitment to excellence and innovation has earned us a place on the Forbes Cloud 100 list for ten consecutive years