Head of ServiceNow Platform Engineering


Date: Oct 23, 2021

Location: Alpharetta, GA, US

Company: New York Life Insurance Co


When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.




Job Description: 

The ServiceNow Platform Owner will work as part of the IT Service Management (ITSM) team to lead the ServiceNow Platform capabilities and development team in planning, management, and delivery of new functionality and releases.  This role will leverage their ITSM background to work across various business portfolios and internal Technology teams to evangelize ServiceNow’s capabilities, communicate with technical resources, and delivery business functionalities and efficiencies leveraging the platform. You will manage a highly skilled development/support team responsible for delivering capabilities and supporting the New York Life ServiceNow platform.


Key Duties and Responsibilities:

  • Manage development and operational teams responsible for identifying solutions which maximize the value of the ServiceNow Platform
  • Build strong relationships throughout the organization including with platform stakeholders, service owners, project managers, and leadership
  • Co-create the ServiceNow Platform Roadmap with other Service Management leaders
  • Define a plan to manage and prioritize development features by ranking them against strategic goals and initiatives
  • Responsible for the successful delivery of monthly ServiceNow releases and ensuring that it meets the requirements and priorities of associated stakeholders
  • Accountable for ensuring that development activities meet the defined acceptance criteria prior to requesting User Acceptance Testing (UAT) and approval
  • Constant focus on continual service improvements that focus on building value and delivering efficiencies leveraging the ServiceNow Platform.
  • Coach and lead development team to strive for complete, consistent, high-quality, and on-time delivery.
  • Act as Subject Matter Expert for ITSM best practices and standards related to ServiceNow.
  • Manage and maintain 3rd party partnerships and engagements for platform support and projects.
  • Be comfortable with leveraging frameworks and methods but can easily deviate to create a successful outcome.


Preferred Education/Experience


  • Bachelor’s degree in computer science, Engineering preferred but not required
  • 5+ years overall experience in a leadership role
  • Minimum 4 years related to experience as Platform or Process Owner
  • 3+years of ServiceNow Platform skills emphasis on ITSM Platform suite
  • In depth understanding of ITIL v3 and certification
  • Understanding of Agile/SCRUM methodologies
  • Experience in shaping strategies and vision, deliver solutions, and provide thought leadership




Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by our Foundation. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

Job Requisition ID: 84479




Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

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