ServiceNow Platform Manager - 1081

Key Responsibilities

• ServiceNow platform ownership: Serve as the primary internal owner of the ServiceNow platform, developing and maintaining a roadmap aligned to business priorities, platform governance, standards, best practices, and consistent use of platform capabilities across the organization.

• Continuous improvement: Drive improvement initiatives that use ServiceNow capabilities, automation, workflow, self-service and AI enablement to reduce manual effort and improve the employee experience.

• Business relationship management: Partner with business stakeholders to understand requirements, pain points and opportunities; facilitate requirements workshops and process assessments; and translate business needs into functional requirements, user stories and implementation priorities.

• Stakeholder advisory and demand management: Act as a trusted advisor on ServiceNow capabilities and best practices, managing intake, prioritization and demand management across competing business needs.

• Systems Integrator management: Serve as the primary point of contact for the ServiceNow Systems Integrator, managing performance, deliverables, utilization, and service quality.

• Deliverable acceptance and oversight: Review and formally accept Systems Integrator deliverables in coordination with relevant technical and business owners, including estimates, project plans, solution designs and implementation approaches.

• Release and knowledge management: Coordinate release planning and change schedules with Systems Integrator resources, ensuring knowledge transfer and documentation are maintained for platform changes and that Quantinuum retains appropriate platform documentation and institutional knowledge.

• Platform governance and delivery oversight: Lead backlog management and prioritization, review proposed configurations and enhancements for alignment with business objectives and platform standards, and establish clear decision rights, escalation paths, and governance forums for platform demand and design decisions.

• Testing and deployment readiness: Coordinate testing, acceptance criteria, user acceptance, deployment planning, release management and stakeholder communications, validating that delivered solutions meet approved requirements and are ready for production deployment.

• Platform performance and documentation: Monitor platform health, adoption, and service performance, and ensure proper documentation of configurations, workflows, integrations, and operational procedures.

• Risk and leadership escalation: Identify and escalate delivery risks, dependencies, resource constraints, and decisions requiring IT leadership attention, including license and subscription management considerations.

• Platform operations and lifecycle management: Coordinate platform upgrades, patches, clones, maintenance activities and regression testing with internal teams and the Systems Integrator.

• Environment and control management: Oversee development, test, and production environment management, ensuring appropriate controls are followed when promoting changes.

• Security and access governance: Partner with Security and platform administrators to maintain appropriate roles, access controls, segregation of duties, and privileged-access governance.

• Technical debt and supportability: Monitor platform health, integration reliability, data quality, technical debt, and customization levels, promoting configuration over customization so solutions remain supportable and aligned with ServiceNow practices.

• Incident response and dependency management: Coordinate major incident response and root-cause follow-up for issues affecting the ServiceNow platform, maintaining an inventory of critical integrations, dependencies, owners and support procedures.

• Service management and process improvement: Partner with Support Services, Infrastructure, Security, Enterprise Applications and Business teams to optimize ServiceNow processes.

• Capability evaluation: Provide platform leadership and delivery oversight across current capabilities, and help evaluate potential future ServiceNow modules based on business value, platform fit, cost and implementation readiness.

• Current and core capabilities: Provide oversight across IT Service Management, IT Operations Management, IT Asset Management, CMDB and CSDM, Customer Service Management, reporting, dashboards, Performance Analytics, workflow, automation, self-service, AI enablement, Unified Security Exposure Management and vulnerability management.

• Potential future capabilities: Help assess AI Enablement, HR Service Delivery, Security Operations, Integrated Risk Management and Strategic Portfolio Management where there is a clear business case and implementation readiness.

• Reporting and metrics: Develop executive and operational dashboards, track platform adoption and business value realization, establish KPIs for service performance and process effectiveness, and provide regular updates to IT leadership on demand, delivery status, risks, and roadmap progress.

YOU MUST HAVE

• Bachelor’s degree minimum

• 5+ years of ServiceNow experience in administration, business analysis, product ownership, platform management, or consulting roles.

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Certified Implementation Specialist certification(s) in ITSM and CSM.

• Due to Contractual requirements, must be a U.S. Person defined as, U.S. citizen permanent resident or green card holder, workers granted asylum or refugee status

• Due to national security requirements imposed by the U.S. Government, candidates for this position must not be a People's Republic of China national or Russian national unless the candidate is also a U.S. citizen.

WE VALUE

• ITIL Foundation Certification.

• Experience with CMDB and CSDM, Service Catalog, Asset Management, Knowledge Management, Performance Analytics, Workflow and Automation.

• Experience supporting enterprise-scale ServiceNow environments.

• Strong customer and stakeholder focus.

• Ability to influence without direct authority.

• Comfort operating in both strategic and tactical capacities.

• Organized, detail-oriented working style with the ability to manage multiple priorities.

• Collaborative approach with both technical and non-technical audiences.

• Focus on process simplification, automation, and measurable business outcomes.

• Experience managing third-party ServiceNow implementation partners.

• Strong understanding of ITSM processes and ITIL principles.

• Experience gathering and translating business requirements into platform solutions.

• Demonstrated experience leading cross-functional stakeholder discussions.

• Ability to prioritize competing demands across multiple business units.

• Excellent communication, facilitation and relationship management skills.

Quantinuum is a leading quantum computing company delivering a full stack platform designed to make quantum computing deployable in real-world environments. With active engagements spanning pharmaceuticals, material science, financial services, government, industrial sectors, and leading academic and research institutions worldwide, we are helping organizations unlock the transformative potential of quantum computing. Our global team of more than 800 employees includes many of the world's leading scientists, engineers, and researchers, with more than 70% of our technology team holding advanced degrees at the Master's or PhD level. Headquartered in Broomfield, Colorado, Quantinuum operates across the United States, United Kingdom, Germany, Japan, and Singapore. By joining Quantinuum, you’ll help shape the future of quantum computing, pushing the limits of technology, and making the impossible possible. What’s in it for you? We believe our people are our greatest strength and offer a comprehensive rewards package that supports your professional growth, well-being, and long-term success. Competitive compensation and the opportunity to work on groundbreaking technology Flexible work arrangements that support work-life balance Employer-subsidized medical, dental, and vision insurance 401(k) retirement savings plan with company match and student loan repayment benefit Equity opportunities Generous paid time off, sick leave, and 12 paid holidays annually Paid parental leave Employee discount programs Equal Opportunity Employer Quantinuum is proud to be an equal opportunity employer. We are committed to building an inclusive workplace where all employees and applicants are treated with respect and provided equal opportunities regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, ancestry, marital status, or any other characteristic protected by applicable law. Know Your Rights: Workplace discrimination is illegal. For more information about Quantinuum, please visit our website. We are committed to making our recruitment process accessible to all. If you require any reasonable adjustments at any stage of the application or interview process, please let us know use the Lets talk contact form. Applications will be accepted on an ongoing basis, there is no application deadline for this position.