Senior Manager, Service Now Platform

Role

We are looking for a Senior Manager, Service Now Platform to join our team. This is a hybrid (San Jose, CA) or remote role, reporting to the Director, IT Applications in the IT Corporate Apps department. In this position, you will lead the architecture, engineering excellence, and team development for our ServiceNow ecosystem while defining and executing the strategy to adopt cutting-edge AI capabilities that drive operational efficiency.

What you’ll do (Role Expectations)

• Establish and enforce strict out-of-the-box design standards, reusable integration patterns, and platform guardrails to minimize technical debt and ensure zero-disruption platform upgrades
• Define and execute the strategy for adopting modern ServiceNow AI capabilities—including Now Assist, Generative AI, and AI Agents—to automate business processes and reduce operational overhead
• Drive a high-velocity development model utilizing Agile practices, rapid prototyping, and iterative sprint cycles to translate business strategy into fast MVP releases
• Build, direct, and mentor a high-performing team of ServiceNow developers, technical leads, and architects, fostering a culture of continuous learning and accountability
• Modernize engineering practices by expanding Automated Test Framework coverage, establishing CI/CD deployment pipelines, and standardizing source control governance

Who You Are (Success Profile)

• You act like an owner, operating with high integrity and navigating seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver who is energized by complex challenges and focused on delivering high-impact solutions.
• You are a high-trust collaborator who fosters team ambition and embraces constructive feedback with clarity and respect.
• You are customer-obsessed, anchoring your decisions in solving real-world problems for internal and external partners.
• You are resilient and adaptable, navigating change with composure and guiding your team through complexity with a steady hand.

What We’re Looking for (Minimum Qualifications)

• Drive the evaluation, deployment, and scaling of ServiceNow AI capabilities, including Now Assist, AI Agents, Virtual Agent, and predictive workflows
• 10+ years of hands-on ServiceNow architecture and development experience, with deep proficiency in JavaScript, APIs, IntegrationHub, and core platform suites
• 3+ years managing direct reports, including developers, architects, and QA engineers, with a proven track record of establishing engineering quality standards
• Demonstrated experience driving modern engineering practices such as source control, CI/CD pipelines, automated testing, and developer productivity standards
• Strong stakeholder management skills with a bias toward action, translating business strategy into rapid MVP releases while managing technical debt

What Will Make You Stand Out (Preferred Qualifications)

• Deep expertise in designing modular, scalable systems while favoring out-of-the-box functionality over custom code to ensure seamless platform upgrades
• Proven ability to accelerate release velocity using Agile methodologies, automated testing frameworks, and CI/CD pipelines
• Hands-on experience or clear architectural strategy for implementing ServiceNow Now Assist, LLM integrations, AI Agents, or intelligent workflow automation

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.