Manager, ServiceNow Platform

The Basics

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…