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Sr. Manager, Platform Expert Services

Element AI

Element AI

Customer Service
Hyderabad, Telangana, India
Posted on Wednesday, June 5, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

About Digital Technology

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth.

We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers when you work in ServiceNow Digital Technology, you work for them

Emerging Technology Group

Emerging Technology Group (ETG) is ServiceNow’s DT internal incubation group. Being customer zero for ServiceNow products we ensure the products works for us internally and delivers value as it gets in hands of our customers. As Customer Zero we implement all our technology workflows and deliver the best experience. With AI everywhere we are responsible for advance technology services which cuts across the enterprise like Search, Conversational Interfaces, Automation, and helping our DT developers to be productivity to build enterprise grade products on ServiceNow Platform.

We are focused on accelerating innovations and developing new concepts, forward-thinking solutions and products leveraging ServiceNow’s Intelligent platform.

If you enjoy learning, growing and making an impact, you will love being in this role. You get exposure to every facet of a business and can make a meaningful impact on the business and on the people who work there. You will face new challenges and priorities every day, which can be invigorating and challenge your thought process

What our team values:

  • Being humble and having each other’s backs

  • Learning new things and sharing expertise with each other—by answering a quick question on teams, pairing on a feature, or leading a lunch and learn session

  • Producing high quality work, we’re proud of, and not taking shortcuts

  • Having fun—we like to joke around, eat lunch together, and even hang outside of work

  • Leaving work at work, maintaining a sustainable pace (no big bangs, few big pushes)

About the Role:

We are seeking a highly experienced and skilled Senior Manager to lead our Platform Expert Services team focusing on the ServiceNow platform. The Senior Manager will be responsible for overseeing the delivery of expert services related to ServiceNow that include coming up with strategies and the required tooling in reducing technical debt, data cleanup, app rationalization and optimizing our servicenow instances


  • Get insights into how the environments are performing by reviewing splunk logs, transaction logs, health scan findings, alert data etc.,

  • Develop strategies to optimize Now Platform instances for better performance

  • Provide technical leadership and guidance to team in reducing technical debt, data cleanup and app rationalization

  • Collaborate with stakeholders across the organization to put in motion strategies to optimize instances for better performance and build tooling to futureproof instances for better performance

  • Be a part of the operating committee and work with the enterprise architects and solution architects to ensure the best practices for application development and sustenance on Srvicenow Platform are well defined and adhered to

  • Drive continuous improvement initiatives to enhance the efficiency, scalability, and user experience of Now Platform.

  • Monitor key performance indicators (KPIs) and metrics to track the effectiveness of the environments

  • Stay abreast of emerging trends and technologies and ServiceNow platform capabilities


To be successful in this role you must have


  • 10+ years of experience in technology leadership roles, with a focus on ServiceNow platform engineering and workflow automation.

Work Style:

  • Comfortable working autonomously with minimal guidance, supporting leadership and driving initiatives.

  • Ability to operate without direct supervision, prioritizing tasks and supporting multiple leaders.

Leadership and Relationships:

  • 2+ years of managerial experience, capable of both direct work contributions and managing a team.

  • Proven capability in building relationships and fostering connections across various levels of the organization for success

  • Proven track record of leading and managing high-performing teams.


  • Strong understanding of ServiceNow Platform and proven experience of delivering great experiences and solutions on the Now Platform

  • Exceptional verbal and written communication skills with a collaborative and engaging approach.

  • Ability to interface effectively with customers and diverse roles across all organizational levels.

  • Comfort in ambiguous situations, coupled with intellectual curiosity and a proactive attitude

Analytical & Data-Driven:

  • Analytical and data-driven mindset to solve complex business problems and recommend continuous improvement initiatives.

Environment and Tools:

  • Thrives in a fast-paced, dynamic work environment.

  • Servicenow Platform expertise in IT workflows is a must

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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