ITSM Manager (ServiceNow) POST NUMBER: 445868
ITSM Manager – ServiceNow (Hybrid)
Location: Carlsbad, CA; New York, NY; or Las Vegas, NV
Schedule: Hybrid (3 days on-site)
Salary Range: $135,000 – $200,000
About the Client
Our client is a well-established global organization with a strong presence in Carlsbad, CA. This hybrid role supports operations across key U.S. locations and offers a competitive benefits package, including comprehensive medical, dental, and vision coverage; 401(k) matching up to 8% with immediate vesting; paid vacation, holidays, and sick time; tuition assistance; and commuter benefits.
Role Summary
The ITSM Manager will lead the architecture, design, and implementation of ServiceNow solutions for a large-scale enterprise IT environment. This role is responsible for translating business needs into technical solutions, ensuring successful integration of ServiceNow modules with existing IT systems, and overseeing the full lifecycle of ServiceNow deployments.
Key Responsibilities
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Lead and support IT Service Management maturity initiatives
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Collaborate with IT leadership to identify automation opportunities and drive implementation
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Design and implement ServiceNow solutions focused on ITSM, ITOM, and related modules
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Develop custom ServiceNow applications, workflows, and integrations
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Define and maintain best practices, governance, and standards for platform usage
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Configure and customize modules such as Incident, Problem, Change, and Asset Management
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Integrate ServiceNow with other IT and external platforms (ERP, monitoring tools, etc.)
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Review and optimize existing workflows for efficiency and scalability
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Stay current on ServiceNow capabilities and technology trends
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Provide leadership and mentoring to technical teams, including code reviews and troubleshooting
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Ensure security, scalability, and compliance with internal IT policies
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Maintain alignment with ITIL best practices
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Perform other duties as assigned
Qualifications
Technical Expertise
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In-depth knowledge of ITSM, ITOM, ITAM, and CMDB modules in ServiceNow
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Strong hands-on experience with ServiceNow Discovery, Orchestration, and Automation
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Skilled in scripting languages (JavaScript, AngularJS, etc.) and integration tools (REST, SOAP, MID Server)
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Experience managing teams and mentoring developers and administrators
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Familiarity with Agile methodologies and project management tools
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Exposure to non-IT ServiceNow applications (e.g., HRSD, Security Incident Response)
Leadership & Collaboration
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Reports to the Director of IT Infrastructure Services
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Supervises a team of ServiceNow professionals, including architects, developers, and admins
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Works closely with internal and external stakeholders to drive adoption and success
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Leads cross-functional teams and supports a collaborative work environment
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Demonstrates professionalism and resilience under pressure
Business & Communication Skills
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Able to translate business requirements into technical solutions
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Experienced in stakeholder management and executive communication
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Strong verbal, written, and presentation skills
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Results-oriented with a focus on measurable outcomes and ROI
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Proactively assesses system performance and drives optimization efforts
Education & Experience
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Bachelor’s degree in Computer Science or a related field (or equivalent experience)
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5 years of experience with ServiceNow, including 3 years in a senior or lead architect role
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1 years of leadership or supervisory experience
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Preferred: ServiceNow Certified System Administrator and Certified Implementation Specialist (ITSM/ITOM)
Work Environment
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Office-based environment with standard business equipment use (e.g., computer, copier, phone)
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Must be available to work on-site 3 days per week in one of the listed locations
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.