- Company Name
- Starbucks
- Job Title
- mgr engineer ServiceNow
- Job Description
-
**Job title:** ServiceNow Engineering Manager
**Role Summary:**
Lead the design, implementation, and operation of the ServiceNow platform, ensuring secure, reliable, and scalable delivery of ITSM, CSM, HRSD, SPM, CMDB, SAM, HAM, FSM, and related modules. Manage a high‑performance engineering team, coordinate cross‑functional projects, and partner with stakeholders to align technology strategy with business objectives.
**Expectations:**
- Deliver high‑quality, stable ServiceNow solutions aligned with security and architectural standards.
- Build and mentor a multidisciplinary engineering team, fostering a culture of innovation and continuous improvement.
- Drive strategic platform evolution, including roadmap definition, feature prioritization, and vendor management.
- Communicate effectively with senior leadership, provide clear priorities, and secure necessary resources and approvals.
**Key Responsibilities:**
- Provide technical leadership on ServiceNow architecture, integration, and customization across ITSM, CSM, HRSD, SPM, CMDB, SAM, HAM, FSM, and related modules.
- Lead the full software development lifecycle: requirements gathering, assessment, backlog refinement, design, development, testing, deployment, and post‑release support.
- Manage engineering operations, ensuring 24/7 platform availability, performance monitoring, incident response, and root‑cause analysis.
- Mentor engineering staff, set goals, deliver coaching, remove impediments, and foster professional growth.
- Collaborate with product, business, and security stakeholders to define functional and non‑functional requirements.
- Coordinate with external vendors and internal IT security to maintain compliance with policy and architectural standards.
- Drive continuous improvement initiatives to increase platform stability, reduce downtime, and accelerate feature delivery.
- Present project status, risks, and outcomes to senior leadership and secure budget approvals.
**Required Skills:**
- Deep expertise in ServiceNow platform modules (ITSM, CSM, HRSD, SPM, CMDB, SAM, HAM, FSM).
- Proven experience in designing, building, and scaling ServiceNow solutions.
- Strong leadership, team‑building, and mentorship capabilities.
- Excellent stakeholder communication, negotiation, and presentation skills.
- Ability to develop and manage engineering roadmaps, budgets, and timelines.
- Familiarity with Agile SCRUM, DevOps practices, and incident/issue management.
- Experience with vendor management and security compliance.
- Project management skills with a track record of delivering large‑scale initiatives.
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 8‑10 years of software development and operations experience; 5+ years leading engineering teams; 3‑5 years managing ServiceNow projects.
- ServiceNow certifications (e.g., Certified Implementation Specialist, Certified Application Developer) preferred.
- Agile SCRUM certification (CSM, PSM) desirable.