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Manager, ServiceNow Platform Architecture and Development -- primarily remote

General Information

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Travel Amount Required:


Job Type:

Regular-Full Time


Alpharetta - Georgia - United States, Atlanta - Georgia - United States, Branchburg - New Jersey - United States, Cleburne - Texas - United States, Lowell - Massachusetts - United States, Santa Ana - California - United States, Toronto - Ontario - Canada, Weston - Florida - United States

Description & Qualifications


**Role is open to being PRIMARILY REMOTE, so long that candidates are within a 50 mile radius of ONE of the following offices:

•Lowell MA
•Weston FL
•Atlanta or Alpharetta GA
•Cleburne TX
•Branchburg NJ
•Santa Ana CA (work hours are 8am-5pm EST)
•Toronto ON
•Montreal PQ

Travel to various offices is NOT required.**

UKG’s Enterprise Service Management (ESM) team has seen tremendous growth in the organization’s interest in the ServiceNow platform, and is seeking an experienced Manager, ServiceNow Platform Architecture and Development to help be a thought leader in continuing to grow and scale the platform out. This is a versatile role where you will drive continuous service improvement by ensuring business processes and system level changes meet the highest standards.

Essential Duties and Responsibilities:
• Ability to respond to business demand and deliver value quickly in an iterative, incremental manner is key to the success of our Enterprise Service Management organization
• Overall responsibility will be to lead a diverse team of ServiceNow architects and developers. You are responsible for providing best practice advisory services to functional and technical streams throughout the solution implementation and ongoing sustainment
• This role will certify the solution design of strategic technologies during solution development
• This role will build and drive high performing relationships with strategic development partners to ensure high quality delivery of all aspects of solution development to maintain consistency, stability and supportability of the solution and processes.
• This individual needs to stay current on the vendors solution capabilities and product roadmap and maintain the organizational roadmap for the solution



• Directly manages the team of platform architects and developers that support the toolsets
• Functionally manages third party resources and oversees third party engagements
• Collaborates with Platform Governance and Service Operations process management teams to improve and enhance service delivery
• Maintain the comprehensive design parameters and organization development standards while reviewing the application development progress
• Participates in projects associated with the technology platforms, liaising with appropriate business units as well as associated vendors
• Participates in regular stakeholder meetings to discuss demand prioritization and the distribution of development bandwidth
• Documents and maintains standard operating procedures
• Owns the recruiting process for new team members
• Defines and executes a training path for new team members
• Creates requests for change in association to the ServiceNow platform as necessary
• Continually uses selected KPIs and reports to review the efficiency and effectiveness of the daily operation of the ServiceNow platform
• Contributes to the development and maintenance of application and service roadmaps
• Establish technical feasibility and solution designs for ServiceNow enhancements, functionality, new applications and services, conduct POCs to demo new ideas and help solidify technical direction
• Develop processes and standards for creating and maintaining software documentation, including test cases, Peer reviewing code and configuration.
• Provide mentoring and guidance for ServiceNow System Administrators
• Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others

Knowledge & Experience Requirements:

• Minimum of three years of experience in IT management
• Minimum five years of experience with ServiceNow, development and architecture, with diverse hands-on work experience designing, scripting, and coding
• Certification in ServiceNow system administration, development and/or certified implementation specialist in one or more product disciplines preferred
• Knowledge in strategic solution delivery models to ensure products and/or services continue to innovate and to drive continuous improvement
• Extensive knowledge and experience of developing using Web Services, Java Script, Angular JS, CSS and HTML, SOAP, REST, JSON, and XML.
• Strong experience in ITSM Applications (Asset Management, Change Management, Incident Management, Problem Management, Service Level Agreement and CMDB)
• Experience in building custom applications
• Experience in creating advanced reports in ServiceNow
• Strong leadership skills, executing as appropriate in the areas of responsibility
• Strong oral and written communication skills, including presentation skills (Visio, PowerPoint)
• Ability to work independently and manage multiple task assignments


Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 (978) 250 9800.