Senior ServiceNow Engineering Leader — Remote

CSAA; New Hampshire; Remote; USD 168,000 - 224,000; Full time

Job summary

CSAA Insurance Group is seeking a Senior Manager of ServiceNow Engineering to lead a team delivering enterprise-grade ServiceNow capabilities. You will shape platform strategy, governance, and modernization while partnering with executives to align investments with business goals.

You will drive delivery across ITSM, ITOM, ITAM, CMDB/CSDM, and workflow automation, while mentoring engineers and building a culture of accountability and continuous improvement. Remote-first with US-wide flexibility.

Qualifications

• 10+ years experience in managing information technology systems and projects for a large IT department
• 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

Responsibilities

• 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
• Establish engineering standards, quality controls, release management practices, and operational processes that promote platform reliability and scalability
• 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
• 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
• 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
• 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

Skills

Leadership

Platform governance

Strategic planning

People management

Executive communication

Education

Bachelor's degree in Computer Science, Engineering, or Business

Tools

ServiceNow

ITSM

Job description

CSAA Insurance Group is seeking a Senior Manager of ServiceNow Engineering to lead a team delivering enterprise-grade ServiceNow capabilities. You will shape platform strategy, governance, and modernization while partnering with executives to align investments with business goals.

You will drive delivery across ITSM, ITOM, ITAM, CMDB/CSDM, and workflow automation, while mentoring engineers and building a culture of accountability and continuous improvement. Remote-first with US-wide flexibility.