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City of Rochester, New York, United States
Onsite
Join Starr, a global leader in commercial insurance with over a century of expertise. We empower our employees to innovate, make impactful decisions, and build lasting client relationships worldwide. At Starr, you'll work in an entrepreneurial culture alongside accessible leaders, leveraging our financial strength and vast industry experience to deliver solutions for our clients, no matter how complex. Grow your career with a rapidly growing company that invests in its people and their ability to drive real progress.
Manager, ServiceNow Platform
Enterprise platform ownership, engineering, governance, and innovation
LOCATION
New York, NY
DEPARTMENT
Infrastructure
REPORTS TO
AVP, Infrastructure
ROLE FOCUS
ServiceNow platform leadership
ROLE DEFINITION: This position owns the ServiceNow platform. It does not own Help Desk operations, end-user support, Major Incident Management, or Global Service Delivery operations.
Starr is seeking an experienced Manager, ServiceNow Platform to lead the strategy, governance, architecture, administration, and evolution of ServiceNow as a critical enterprise technology capability.
This role is accountable for maximizing the value of Starr's ServiceNow investment through platform ownership, technical leadership, workflow automation, enterprise integrations, CMDB governance, asset management enablement, and continuous platform innovation. The successful candidate will serve as the organization's senior ServiceNow subject matter expert, establish the platform roadmap, govern platform standards, and lead the team responsible for platform administration, development, configuration, and enhancements.
This is a platform leadership role centered on ServiceNow strategy, engineering, architecture, governance, and innovation. The Manager, ServiceNow Platform is responsible for ensuring that ServiceNow remains the authoritative enterprise platform for configuration management, asset lifecycle management, workflow automation, service catalog capabilities, and operational intelligence.
· Own and maintain the ServiceNow platform strategy, roadmap, governance framework, and technical direction.
· Serve as the primary ServiceNow platform owner and advisor to Infrastructure and Technology leadership.
· Establish platform architecture principles, development standards, operational controls, and decision rights.
· Evaluate and introduce new platform capabilities, including AI, automation, and emerging ServiceNow technologies.
· Manage platform demand intake, prioritization, release planning, and long-term value realization.
· Lead platform administration, configuration, upgrades, patching, release management, performance optimization, and platform health.
· Oversee development of workflows, business rules, forms, catalog items, notifications, integrations, reports, and application enhancements.
· Ensure the platform is scalable, reliable, secure, supportable, and aligned with enterprise architecture standards.
· Establish disciplined practices for design, development, testing, deployment, documentation, and change promotion.
· Lead workflow automation initiatives using ServiceNow capabilities to reduce manual effort and simplify technology processes.
· Design and govern integrations between ServiceNow and enterprise platforms, including cloud, endpoint management, identity, HR, monitoring, and infrastructure systems.
· Expand self-service capabilities through the Service Catalog, Employee Center, Virtual Agent, and related platform functions.
· Establish integration patterns, technical standards, and governance controls.
· Own the enterprise CMDB strategy, governance model, and data quality program.
· Lead Discovery, reconciliation, and Service Mapping capabilities.
· Advance Hardware Asset Management and Software Asset Management maturity.
· Ensure configuration and asset data support operational, audit, compliance, and reporting requirements.
· Build, mentor, and lead a high-performing ServiceNow platform team.
· Establish clear team objectives, technical standards, development plans, and accountability.
· Manage ServiceNow partners, consultants, and implementation providers.
· Promote platform innovation, engineering rigor, knowledge transfer, and continuous improvement.
· Establish platform health, adoption, quality, automation, and value metrics.
· Develop executive dashboards and governance reporting.
· Communicate roadmap progress, risks, investment needs, and realized benefits to leadership.
· Drive continuous platform maturity and measurable business value.
· Bachelor's degree in Information Systems, Computer Science, Engineering, or a related discipline, or equivalent professional experience.
· 7+ years of ServiceNow experience in complex enterprise environments.
· 3+ years of leadership experience managing ServiceNow platforms, teams, programs, or strategic delivery partners.
· Demonstrated experience as a ServiceNow Platform Owner, Platform Manager, Architect, Practice Lead, or equivalent.
· Deep experience with ServiceNow ITSM, CMDB, Discovery, Service Mapping, Asset Management, Service Catalog, workflow automation, and enterprise integrations.
· Experience developing platform roadmaps, governance frameworks, architecture standards, and release processes.
· Strong understanding of ServiceNow platform architecture, administration, security, and lifecycle management.
· Excellent leadership, communication, stakeholder management, and vendor management skills.
· ServiceNow Certified System Administrator (CSA).
· ServiceNow Certified Implementation Specialist.
· ServiceNow Certified Application Developer.
· ITIL v4 certification.
· Experience with HAM Pro and SAM Pro.
· Experience leading large-scale ServiceNow platform transformations.
· Experience in highly regulated industries such as insurance or financial services.
· Familiarity with Microsoft Azure, AWS, Microsoft 365, endpoint management, infrastructure operations, and enterprise monitoring platforms.
· Establish a multi-year ServiceNow platform roadmap aligned with Starr technology priorities.
· Improve CMDB governance, data quality, and adoption.
· Expand workflow automation and self-service capabilities.
· Advance HAM and SAM maturity.
· Strengthen platform integrations and reduce manual administrative effort.
· Establish executive-level platform governance, health, adoption, and value reporting.
Target candidates should come from ServiceNow platform ownership, architecture, product leadership, or engineering management backgrounds. Candidates whose experience is primarily in Service Desk operations, Help Desk leadership, incident operations, or general service delivery are not the intended profile for this position.
THIS ROLE OWNS
· Platform roadmap and governance
· Architecture and engineering
· Automation and integrations
· CMDB, Discovery, HAM and SAM
· ServiceNow team and partners
THIS ROLE DOES NOT OWN
· Help Desk and Desktop Support
· Service Desk operations
· Incident and Major Incident operations
· Command Center operations
· Global Service Delivery performance
An estimated salary range for this position is 165k-200k
Starr is an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. We offer first class training and development opportunities to all employees. Our aim is to grow our own talent and bring out the best in people.