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Position Overview

The Manager, Operations ServiceNow Platform serves as the strategic and operational leader for the ServiceNow platform within the organization.

This role is responsible for governing, evolving, and maximizing the value of the ServiceNow ecosystem across IT and enterprise workflows. The manager oversees platform strategy, administration, development, and governance, ensuring the platform meets business objectives, aligns with ITIL standards, and supports digital transformation initiatives.

A Day In The Life

Platform Strategy & Governance

+ Define and execute the **ServiceNow platform roadmap** in alignment with corporate IT and business strategies.

+ Establish and enforce **governance frameworks** , including development standards, change management, and release management processes.

+ Prioritize and manage the **ServiceNow demand pipeline** , balancing innovation, stability, and compliance.

+ Partner with process owners and executive stakeholders to ensure the platform supports enterprise-wide service delivery objectives.

Leadership & Team Management

+ Lead and mentor a team of **ServiceNow administrators, developers, and business analysts** .

+ Oversee day-to-day platform operations and support, ensuring **reliable performance and user satisfaction** .

+ Coordinate work across **onshore and offshore teams** , managed service providers, and vendor partners.

+ Foster a culture of continuous improvement and service excellence.

Platform Operations & Enhancements

+ Oversee the **maintenance, upgrades, and performance optimization** of the ServiceNow platform.

+ Manage the **configuration, customization, and integration** of ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, GRC).

+ Ensure **data integrity, CMDB accuracy, and platform security** through policies and audit practices.

+ Support the implementation of **automation, self-service, and workflow enhancements** to drive efficiency.

Stakeholder Engagement

+ Collaborate with IT leadership, business units, and process owners to identify improvement opportunities.

+ Translate business requirements into scalable ServiceNow solutions.

+ Communicate platform capabilities, new releases, and value realization to stakeholders and executives.

+ Act as the primary point of contact for the **ServiceNow partner and account team** .

Risk, Security & Compliance

+ Ensure compliance with **enterprise security, privacy, and audit standards** .

+ Maintain proper **access control, data protection, and regulatory compliance** across the platform.

+ Partner with InfoSec and internal audit teams to address findings and mitigate risk.

\#LI-JL2

You'll Come With

Education & Experience

+ Bachelor’s degree in Information Technology, Computer Science, or a related discipline (Master’s preferred).

+ 7+ years of ServiceNow experience, with 3+ years in a platform management or leadership role.

+ Proven experience managing ServiceNow ITSM, and at least one of the following: ITOM, HRSD, CSM, or GRC.

+ Demonstrated success leading cross-functional teams and managing complex ServiceNow implementations.

+ Experience working with offshore and/or managed service teams.

Certifications (Preferred)

+ ServiceNow Certified System Administrator (CSA) – required.

+ ServiceNow Certified Implementation Specialist (CIS) in ITSM or related areas.

+ ITIL v4 Foundation or Intermediate certification – required.

+ PMP, Agile/Scrum Master, or similar project management credential – a plus

Come join our team. You’re going to like it here!

You will enjoy competitive wages, flexible hours, and an associate discount. Burlington’s benefits package includes medical, dental and vision coverage including life and disability insurance. Full-time associates are also eligible for paid time off, paid holidays and a 401(k) plan. We are a rapidly growing brand and provide a variety of training and development opportunities so our associates can grow with us. Our teams work hard and have fun together! Burlington associates make a difference in the lives of customers, colleagues, and the communities where we live and work every day. Burlington Stores, Inc. is an equal opportunity employer committed to workplace diversity.

Individual pay decisions will be based on a variety of factors, such as but not limited to, qualifications, education, job-related skills, relevant experience, and geographic location.

**Min-Mid** $115,000.00 - $150,000.00

**Posting Number** R101559

**Location** New Jersey-Edgewater Park

**Address** 4287 Route 130 S

**Zip Code** 08010

**Pay Rate** Salaried

**Career Site Category** Corporate

**Position Category** Information Technology

**Job Type** Full-Time

**Remote Type** Hybrid

**Evergreen** No