Manager II, Platform Engineering (ServiceNow)

Navy Federal Credit Union is seeking a Manager II, Technical Product Management (ServiceNow) to manage the daily operations and oversight of the ServiceNow platform infrastructure. The Manager I manages professionals and/or leaders, accountable for the performance and results of the support team and responsible for ensuring platform investments are aligned to Navy Federal’s strategic priorities, and risk posture, while driving transparency, consistency, and value realization across all ServiceNow capabilities. 

This position is eligible for the TalentQuest employee referral program. If an employee referred you for this job, please apply using the system-generated link that was sent to you. 

Stakeholder Engagement and Communications:

• Build and maintain relationships with internal stakeholders such as Enterprise Technology Services, Internal Audit, Enterprise Risk, Regulatory Liaison Office, Workplace Infrastructure and Logistics, Human Resources, Security, Member Strategy Office, etc. and external key stakeholders throughout the entire platform lifecycle, including managing client engagements, agreements and technology.
• Manage technology relationships with vendors, define scope of vendor support and hold accountable
• Define, build and maintain ServiceNow Platform level health metrics, OKRs and KPIs to be leveraged in various stakeholder engagement and communication engagements 
• Operating in a Product Delivery model leveraging Agile framework (i.e. SAFe) including Portfolio Management, ITSM, ITBM, CMDB, GRC, etc. modules and Platform.
• Ability to facilitate decisions across competing priorities. 
• Promote use of out-of-the-box capabilities and minimize customization.
• Communicate and resolve escalated stakeholder issues; surface recommendations; align to product roadmaps

Scope and Financials:

• Partner with Business Product Owners, Technology Product Owners, Technology Product Managers, Business, Architecture and Cloud Engineering ensuring goals and objectives align with division/department strategy
• Accountable for applicable budget across both Capex and Opex aligned to the Annual Financial Plan and ongoing activities including planning, actual, forecast and corrective action planning

Operations and Support:

• Manages deployment of new capabilities and ongoing support based on production support operating model and defined SLAs

• Management and Oversight of all 20+ SNOW instances – Availability, updates, upgrades

• Develop strong partnership with InfoSec, Security, Risk, Internal Audit and Compliance Teams to ensure understanding, accountability and adherence to policy, standards and processes across the ServiceNow Platform. 

Team Management:

• Oversee development, talent review/development, employee engagement, change management, broad internal communications, and branding for the division 

• Serve as lead technical resource for other team members; mentor and guide lower-level staff on new and innovative techniques and strategies

• Establishes performance goals and priorities and measurable team objectives and KPIs/OKRs that are aligned with business and organizational goals
• Prepare, conduct and review performance appraisals and merit pay in accordance with specified objectives and guidelines
• Ensures staff has the resources and skills needs to support all work initiatives and consistently provide coaching, counseling and mentoring as we Do, Learn and Grow transition to new Ways of Working
• Effective management of statements of work, staff augmentation, systems integrators, service providers, etc. supporting delivery of capabilities

Technology and Delivery:

• Management and Oversight of all 20+ SNOW instances – Availability, updates, upgrades
• Operate in a Product Delivery model leveraging Agile framework (i.e. SAFe).
• Accountable for Mid Server Management – Patches, Incidents, Java Updates, platform updates, upgrades
• Ensure the quality, accuracy, and security of the ServiceNow core platform.
• Troubleshoot problems and communicate status, findings and/or technical results; make recommendations and ensure implementation of compliance.
• Coordinate system upgrades to latest version of ServiceNow
• Responsible for the oversight and implementation of ServiceNow Plugin products
• Promote adoption of platform capabilities such as automation, AI, and integrations by guiding requestors toward standard patterns and enterprise-aligned solutions.
• Support audit readiness and ensure traceability of decisions and outcomes.
• Ensure alignment with CSDM, CMDB strategy, and enterprise data standards.
• Guide and analyze benchmarking, trend analysis, industry and other input to drive continuous improvement and acceleration of ServiceNow capabilities and elevate service performance communicated across ETS and Business Stakeholders and Product Owners
• Partner with Enterprise Architects, Cloud Engineers, AI Working Group, etc.  to determine and define the technical architecture required to implement and support ensuring alignment to enterprise anchor platform strategy and value of ServiceNow Platform.
• Ensures compliance with Navy Federal’s policy and standards, practices and processes

• Bachelor’s degree in Information Technology, Business, or related field
• 5+ years of experience n ServiceNow product management, platform management, or IT leadership
• 1 - 3 years of management experience; or equivalent experience as the subject matter lead or expert in area of expertise.
• Demonstrated experience with ServiceNow Platform management.

• Demonstrated understanding of cloud architecture principles, including hybrid and multi-cloud environments, to effectively oversee ServiceNow Discovery and infrastructure visibility initiatives

• Strong knowledge of ServiceNow (ITSM, ITOM, CMDB)
• Demonstrated experience operating in a Product Delivery model leveraging Agile framework (i.e. SAFe) including Portfolio Management, ITSM, ITBM, CMDB, GRC, etc. modules and Platform.
• Familiarity with CSDM and enterprise architecture practices.
• Proficient in Windows Server and Mid Server administration 
• Proficient knowledge of CMDB, Discovery, and Security
• Strong experience in the ServiceNow CMDB and proper use of the data model
• Experience with multisource discovery, robust transformation engine (RTE), identification reconciliation engine (IRE) rules, and Integration Hub patterns
• Experience creating and supporting patterns, probes, and sensors to accommodate discovery requirements is a plus. experience leading discussions related to ServiceNow implementations of discovery, mapping, and integrations across hybrid architectures: distributed, datacenter, IoT and experience in hybrid operating system environments; Unix, Windows, and Network
• Strong experience in the ServiceNow CMDB and proper use of the data model.
• Exposure to AI, automation, and digital workflow capabilities preferred.
• Decision Quality: Applies data, governance, and structured frameworks to drive decisions.
• Strategic Mindset: Aligns platform capabilities to long-term organizational goals.
• Accountability & Transparency: Ensures clear communication and traceability of decisions.
• Advanced verbal and written communication as well as presentation skills targeted to the audience, including senior executive level leadership. 
• Ability to collaborate with Stakeholder and Partners to develop a ServiceNow (SNOW) Platform roadmap and vision aligned to business strategies and goals and implement action plans to achieve strategic goals and stated outcomes leveraging SAFe delivery model.
• Significant experience in demonstrating thought-leadership, initiative-taking, critical decision-making and creativity solving business problems, demonstrating the ability to accelerate the delivery of new capabilities and having a business value vs. cost critical mindset. 
• Advanced knowledge leveraging Agile delivery frameworks (i.e., SAFe) and transforming delivery teams from traditional waterfall/hybrid delivery to agile delivery model
• Demonstrated experience implementing AI strategies leveraging ServiceNow or Co Pilot / ServiceNow integration as well proficient in emerging technology landscape for the ServiceNow Platform.
• Significant experience in vendor management including leading discussions and negotiations resulting in contractual outcomes. Critical thinking with a business value vs cost mindset.
• Significant experience onboarding and maintaining relationships with Systems Integrators, Service Providers, etc. to support the delivery of capabilities aligned to ServiceNow (SNOW) Platform Roadmaps and hold accountable.
• Significant experience in resource allocation and management
• Significant experience in budget management including planning, actuals and forecasting and corrective action
• Significant experience in leading, guiding and coaching professional staff     

Desired Qualifications

• Ideal candidate must be self-motivated manager with a proven track record of leading technical teams and maintaining ServiceNow solutions
• Candidate must be organized and analytical, adept at working in a team environment, able to implement upgrades, patches, fixes on time according to department schedules.
• Able to handle multiple priorities in a fast-moving environment.
• ServiceNow Certified System Administrator.
• Excellent communication and written skills and ability to convey complex technical concepts to non-technical stakeholders.
• Experience with configuration management tools.
• Experience with Agile Development methodology a plus.
• Ability to guide, influence and persuade others, primarily internally.
• Knowledge of the following areas is a plus:
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Advanced Administration
• ServiceNow CMDB Fundamentals
• ITIL v4
• Certifications - User, Priv User, Groups, Servers, Access, Svc Accounts, AD,  CyberArk
• SAFE certifications
• SAM – Software Asset Management
• HAM – Hardware Asset Management
• Sec Ops – Security Operations

Additional Information

Hours:

• Monday - Friday, 8:00AM - 4:30PM

Location:

• 820 Follin Lane, Vienna, VA 22180
• 5510 Heritage Oaks Drive, Pensacola, FL 32526