Senior Manager, ServiceNow Engineering - Remote

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Job Title

Senior Manager, ServiceNow Engineering - Remote

Requisition Number

R8015 Senior Manager, ServiceNow Engineering - Remote (Open)

Location

Arizona - Home Teleworkers

Additional Locations

Job Information

CSAA Insurance Group (CSAA IG), a AAA insurer, is one of the leading personal lines property and casualty insurance groups in the United States. Here, every employee shapes our mission. We build innovative, human-centered solutions that help AAA members prevent, prepare for, and recover from life's uncertainties. You will join a collaborative, inclusive culture where your strengths have room to grow and your ideas can drive real impact. Step into a role where you can contribute to our shared success through meaningful work.

We are actively hiring for a Senior Manager, ServiceNow Engineering - Remote

Your Role: The Senior Manager, ServiceNow Engineering is responsible for the strategic leadership, governance, engineering delivery, and operational excellence of the enterprise ServiceNow platform. This leader oversees a team of ServiceNow engineers and technical professionals responsible for designing, developing, supporting, and continuously improving ServiceNow capabilities that enable enterprise service delivery.

Your Work: The role is accountable for platform strategy, roadmap development, demand management, engineering execution, platform governance, technology modernization, and talent development. The Senior Manager works closely with business leaders, technology teams, vendors, and strategic partners to ensure ServiceNow investments align with business objectives while maintaining platform stability, scalability, security, and long-term sustainability.

Platform Strategy & Governance

• •Define and implement the multi-year ServiceNow platform strategy, roadmap, and investment priorities aligned to business and technology objectives.
• •Lead platform governance, intake, demand management, and prioritization processes to balance new capabilities, operational needs, technical debt, and strategic initiatives.
• •Evaluate emerging ServiceNow capabilities and find opportunities to expand platform value across the organization.
• •Establish and maintain platform standards, architectural principles, development practices, and governance controls.
• •Recommend ServiceNow AI capabilities that address business and operational needs, including Now Assist, predictive intelligence, and agentic automation, and advise leaders on priorities, readiness, dependencies, and expected value.
• •Ensure alignment between platform investments and measurable business outcomes.
• •Shape the ServiceNow AI roadmap by identifying high-value use cases, enabling adoption across supported workflows, and optimizing platform investments based on utilization, outcomes, cost, and evolving platform capabilities.
• •Measure, monitor, and maintain platform license usage to facilitate contract planning and subscription expense.

Engineering Leadership & Delivery

• •Lead a team of ServiceNow engineers responsible for platform development, administration, integrations, automation, upgrades, and support.
• •Establish engineering standards, quality controls, release management practices, and operational processes that promote platform reliability and scalability.
• •Enable delivery and adoption of ServiceNow AI capabilities by guiding solution design, configuration, integration, testing, release readiness, and operational support across applicable platform workflows.
• •Oversee platform upgrades, maintenance activities, testing strategies, release readiness, and production support activities.
• •Lead delivery of ServiceNow enhancements, implementations, and modernization initiatives across ITSM, ITOM, ITAM, CMDB/CSDM, Service Catalog, Workflow Automation, Strategic Portfolio Management, Security Exposure Management, and other platform capabilities.
• •Optimize ServiceNow AI capabilities by monitoring adoption, accuracy, user experience, operational performance, and realized value, and by leading ongoing tuning, enhancement, and expansion of successful use cases.
• •Ensure successful execution of platform initiatives through effective planning, resource allocation, risk management, and stakeholder engagement.

People Leadership & Talent Development

• •Recruit, develop, coach, and retain a high-performing team of ServiceNow engineering professionals.
• •Establish clear performance expectations, development goals, and career growth opportunities for team members.
• •Provide ongoing coaching, mentoring, and performance feedback to support individual and team success.
• •Create a culture of accountability, continuous learning, innovation, collaboration, and customer focus.
• •Develop succession plans, build organizational capability, and ensure appropriate technical depth across the team.
• •Manage workload prioritization, capacity planning, resource forecasting, and allocation to meet business commitments and operational objectives.

Stakeholder, Vendor & Financial Management

• •Work with leaders across IT, Security, Infrastructure, Architecture, Operations, Enterprise Applications, and business functions to align priorities and drive platform adoption.
• •Serve as the primary leadership point of contact for ServiceNow platform strategy, delivery, and operational performance.
• •Manage strategic relationships with ServiceNow, implementation partners, consultants, and third-party vendors.
• •Review and challenge proposed designs, technical solutions, project estimates, delivery plans, and implementation approaches.
• •Provide platform delivery metrics, demand forecasts, capacity planning inputs, licensing insights, and vendor performance assessments to support leadership decisioning, investment planning, and platform governance.

Platform Health, Data & Operational Excellence

• •Ensure platform stability, security, compliance, availability, and performance through effective governance and operational oversight.
• •Drive continuous improvement of CMDB, CSDM, asset management, service catalog, workflow automation, integration management, and data quality practices.
• •Establish KPIs, dashboards, and executive reporting that provide insight into platform health, adoption, delivery performance, operational metrics, and business outcomes.
• •Manage technology lifecycle activities including upgrades, technical debt remediation, customization review, and platform modernization efforts.
• •Maintain effective controls around integrations, access management, platform configurations, and data governance.

Required:

• •10+ years experience in managing information technology systems and projects for a large IT department
• •Bachelor's degree in related area (Computer Science, Engineering, or Business) or an equivalent combination of education and experience
• •10+ years experience in the acquisition and management of technology and technology professionals
• •10+ years managing people
• •5+ years demonstrated success in matrix management and influence environments
• •Extensive experience in communicating with executive and operational management
• •Large-scale project or program management experience

What would make us excited about you?

• •MBA or other advanced degree
• •Financial services or relevant industry experience (some combination of Insurance or financial services, automotive services, and/or travel services).
• •ServiceNow Certified System Administrator (CSA)
• •ServiceNow Certified Implementation Specialist (one or more disciplines)
• •ITIL 4 or 5 Foundation Certification or higher
• •ServiceNow Certified Application Developer (CAD), Certified Technical Architect
• •(CTA), or equivalent advanced platform certifications
• •Working knowledge of developmen