Platform Lead, Enterprise Service Management

University of Texas at San Antonio; San Antonio (TX); On-site; USD 69,000 - 116,000; Full time

Job summary

The University of Texas at San Antonio is seeking a Manager for the Enterprise Service Management (ESM) Platform to lead the ServiceNow environment, drive a high-performing team, and translate strategic priorities into scalable, value-driven solutions. You will partner with stakeholders to accelerate digital transformation and ensure a stable, sustainable platform aligned with the university's goals.

Responsible for platform strategy, operations, and roadmap execution, you will manage vendor

Qualifications

• Bachelor's Degree in a related field.
• Seven (7) years of related work experience.
• This position may require the ability to maintain the security and integrity of UT San Antonio and its infrastructure per Texas EO-GA-48.

Responsibilities

• Provides strategic leadership and governance for the UT San Antonio ServiceNow platform and Enterprise Service Management team. Manage and mentor a team of ServiceNow administrators, developers, analysts, and project specialists.
• Promotes and drives adoption of enterprise service management best practices and processes to respective ServiceNow customers and business areas. Serve as the primary liaison between the Enterprise Service Management team and People Excellence (HR), Business Service Centers, and university distributed IT groups.
• Directs the full lifecycle of ServiceNow-enabled initiatives – from requirements and solution design to implementation, testing, and launch. Facilitates workshops to validate business needs, confirm feasibility, and ensure solutions resolve real operational issues.
• Maintains strong collaborative relationships with all university IT support delivery teams and academic and business leaders to facilitate a comprehensive ServiceNow platform roadmap.
• Oversees day-to-day platform operations including configuration, customization, integration, and SLA management. Reviews platform roadmap to ensure upgrades, customizations, and enhancements align with organizational priorities and digital transformation strategies.
• Establishes clear performance objectives and promotes outcomes that focus on university success.
• Strengthens DR/BCP capabilities to ensure platform continuity and long-term sustainability.
• Identifies opportunities to optimize processes, reduce operational costs, and improve employee and customer experience through ServiceNow capabilities.
• Manages project deliverables, resource allocation, timelines, and risk mitigation. Integrates technical feasibility with business / academic ROI to ensure successful product delivery and measurable value.
• Oversees development of usable tools, dashboards, and reports which provide ServiceNow business customers consistent and accurate data necessary for strategic and operational management of individual service areas.
• Conducts training and enablement sessions to increase platform adoption and maximize ServiceNow value. Promotes knowledge sharing between technical teams and business users.
• Maintains platform security, access, and availability in coordination with university policies.
• Oversees integrations between ServiceNow and other enterprise systems.
• Manages vendor relationships, licensing, and platform-related budgets.
• Performs other duties as assigned.

Skills

Verbal & Written Communication

Microsoft Office Suite

Policy Development

Disaster Recovery

Budgetary Assistance

Program Management

Strategic Planning

Education

Bachelor's Degree in a related field

Job description

The University of Texas at San Antonio is seeking a Manager for the Enterprise Service Management (ESM) Platform to lead the ServiceNow environment, drive a high-performing team, and translate strategic priorities into scalable, value-driven solutions. You will partner with stakeholders to accelerate digital transformation and ensure a stable, sustainable platform aligned with the university's goals.

Responsible for platform strategy, operations, and roadmap execution, you will manage vendor