Senior Manager, ServiceNow Platform & ITSM at Focus Financial Partners

St. Louis, MOFull-timeTechnologyPosted about 1 month ago

About the Role

Ideal Candidate Profile You are a modern IT leader with deep ServiceNow expertise and a strong customer‑centric mindset. You balance hands‑on technical depth with people and platform leadership, enabling you to stabilize complex environments, standardize processes, and continuously improve service delivery at scale. You have led ServiceNow platforms in large, global, and regulated environments and are comfortable operating through transition, growth, and M&A activity. This role will be hybrid with 3 days per week in St. Louis.   Position Summary The Senior Manager, ServiceNow Platform & IT Service Management is the senior technical and operational authority for the ServiceNow platform. This role is accountable for platform health, ITSM and CMDB maturity, technical governance, and delivery execution during a period of transformation. You will lead platform administration, upgrades, integrations, and the decommissioning of legacy systems as Focus continues to evolve toward a modern ServiceNow architecture. This role partners closely with ITSM, infrastructure, application, asset, security, and business teams to ensure the platform delivers stable, secure, and compliant enterprise services.   Key Responsibilities Platform Strategy, Stability & Governance <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Own the overall health, stability, and technical integrity of the ServiceNow platform</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead platform governance, security controls, and standards enforcement across all ServiceNow capabilities</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Conduct platform health assessments and technical audits to identify risks, gaps, and remediation priorities</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Define current‑state and target‑state ServiceNow architecture aligned to enterprise standards and roadmap</li> </ul> ServiceNow Platform Management <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Oversee day‑to‑day ServiceNow administration, including users, roles, groups, security ACLs, and access controls</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead platform upgrades, patching, cloning, and release validation across environments</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ensure platform scalability, performance, availability, and compliance in a regulated environment</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Direct troubleshooting and resolution of complex platform, integration, and data issues</li> </ul> Module & Capability Leadership <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Provide leadership and accountability across core ServiceNow modules, including:</li> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">ITSM</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">CMDB / CSDM</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">ITAM (HAM & SAM)</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">ITOM</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">SecOps</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Now Assist</li> </ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ensure CMDB integrity through discovery, service mapping, reconciliation rules, and governance practices</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Oversee IntegrationHub workflows, REST/SOAP integrations, MID Servers, and enterprise system integrations (e.g., Microsoft Intune, Azure, SaaS platforms)</li> </ul> ITSM, CMDB & Continuous Improvement <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ensure ServiceNow aligns to CSDM 5 and ITIL v4‑aligned ITSM processes and enterprise service‑management best practices</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Identify performance bottlenecks, technical debt, and process inefficiencies; implement remediation strategies</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Define and track metrics to measure platform usage, workflow efficiency, service performance, and operational health</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Drive continuous improvement through automation, standardization, and platform optimization</li> </ul> Leadership & Team Development <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Establish clear ownership, operating models, and skill development paths for the ServiceNow team</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Foster a culture of accountability, collaboration, technical excellence, and customer focus</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Provide direct people leadership for the ServiceNow platform organization, including managers, architects, developers, administrators, and CMDB resources.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Own organizational design, role definition, capacity planning, and skills development for the ServiceNow team.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Manage team performance, goal‑setting, coaching, and career development, ensuring strong engagement and retention.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Establish succession planning and talent strategies to support platform growth and business scalability.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead through change, including organizational transitions, operating‑model shifts, and mergers and acquisitions.</li> </ul> Delivery, Collaboration & Execution <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Partner with ITSM, infrastructure, application, asset, and security teams on design, impact analysis, and root‑cause analysis</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Support Agile delivery models (Scrum/Kanban) across design, development, testing, deployment, and post‑deployment support</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Translate business and operational needs into executable ServiceNow solutions aligned to the roadmap and backlog</li> </ul> Vendor & Partner Ownership <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Serve as the primary executive owner for ServiceNow and strategic delivery partners, including system integrators and managed service providers.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Own vendor performance management, contract governance, SLA adherence, and commercial negotiations.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Drive accountability and outcomes from partners while ensuring alignment with enterprise standards and roadmap priorities.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Assess vendor capabilities and recommend sourcing strategies to support platform maturity, scalability, and risk management.</li> </ul> Required Qualifications <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">10+ years of enterprise ServiceNow experience</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">5+ year ServiceNow platform ownership</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">5+ years people leadership</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Proven experience leading ServiceNow platforms in large, global environments</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong hands‑on expertise in ServiceNow administration, configuration, and development</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Deep knowledge of ITSM, CMDB, ITAM, ITOM, and SecOps</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Demonstrated experience stabilizing and modernizing complex ServiceNow environments</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong understanding of ITIL v4 and CSDM</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to read, troubleshoot, and guide remediation of JavaScript, Business Rules, Script Includes, and integrations</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience supporting organizational transitions and mergers and acquisitions</li> </ul> Certifications & Technical Skills Required: <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">ServiceNow Certified System Administrator (CSA)</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">ITIL v4 Foundation</li> </ul> Technical Expertise: <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Enterprise ServiceNow administration and CMDB ownership</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">IntegrationHub, REST/SOAP APIs, MID Servers</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Flow Designer, Business Rules, Script Includes, Scheduled Jobs</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">JavaScript, HTML, CSS, and ServiceNow configuration tools</li> </ul> Leadership & Soft Skills <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong analytical and problem‑solving abilities</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Excellent written and verbal communication skills</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to collaborate effectively with senior leadership and cross‑functional teams</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong organizational, prioritization, and execution skills</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Sound judgment and decision‑making under pressure</li> </ul>   #LI-KJ2 This position is an exempt position. The annualized base pay range for this role is expected to be between $135,000- $175,000 base salary compensation range.  Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed, and the applicant's skill set.  The base pay is just one component of the total compensation package for employees.  Other rewards may include an annual cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life and 401(k). Please note that the job title is subject to change based on the selected candidate’s experience and education. <div class="content-conclusion">About Focus Financial Partners Focus is a leading financial services firm comprised of integrated wealth management, family office, and business management services. Blending deep expertise and expansive resources with a boutique, client-first fiduciary philosophy, Focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus, visit <a href="https://protect.checkpoint.com/v2/___https:/mcas-proxyweb.mcas.ms/certificate-checker?login=false&originalUrl=http%3A%2F%2Fwww.focusfinancialpartners.com.mcas.ms%3FMcasTsid%3D20892&McasCSRF=17a55f8bbf7c1a828873b443c93438c90f956e865b157078ce47695678ecb61e___.YzJ1OmZvY3VzcGFydG5lcnM6YzpvOjk5ZjFkMmE2MWY3YWJhOWM1MTUyMTUzMGI3NWMyY2VhOjY6NWQxYjo5M2Q1NmZiMDc3OTdlMzc1YTg0ZmRiYzVjOTA3MDk2OTcyZWIyOGI1YzNmZmI4MDc2MGMwZWM4YzIyOGE0N2NkOnA6VDpO">www.focusfinancialpartners.com</a> or follow the company on <a href="https://protect.checkpoint.com/v2/___https:/www.linkedin.com/company/focus-financial-partners___.YzJ1OmZvY3VzcGFydG5lcnM6YzpvOmQ1YjM0NmNjMjMzMTcwZmViMGI3OWExNTFmZmM3NjQwOjY6YjQ0OTpmNWViYzRmODkzYTRhYmYwNjBkNmFmMGJlYjE5ZWI3Njc1MTZiNmExYjBmNWVmMGEyMjdkNzM5NTBhYTQ3OTE1OnA6VDpO">LinkedIn</a>. Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law.  Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. 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 <a href="mailto:[email protected]">[email protected]</a>. The following language is for US based roles only For California Applicants: Information on your California privacy rights can be found <a id="menur4dt" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href="https://focus-financial.files.svdcdn.com/production/documents/Privacy-Notice-Personnel-Supplement-for-CA-residents-Jan-1-2025-Final-Clean.pdf?dm=1740065249" target="_blank">here</a> For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component. For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST.  AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.  For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.  An employer who violates this shall be subject to criminal penalties and civil liability.  For Montana Applicants: If hired, the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section 39-2-901. For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the state’s workers’ compensation law. If you willfully provide false information about your ability to perform the essential functions of the job, with or without reasonable accommodations, you may be barred from filing a claim under the provisions of the Workers’ Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation.  The Company complies fully with the Americans with Disabilities Act.</div>

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