Must Reside in Arizona.

Address:  150 N. 18th Ave. Phoenix, AZ 85007

Salary: $90,000 - $105,000  

Grade: 29

FLSA Status: Exempt 

Closing Date: 

Open Until Filled

This position may offer the ability to work remotely, within Arizona, based upon the agency’s business needs and continual meeting of expected performance measures.

The ServiceNow Platform Owner is responsible for the strategic direction, governance, and overall performance of the ServiceNow platform. This role ensures alignment between business objectives and platform capabilities while driving continuous improvement, security, and user experience excellence.

Major duties and responsibilities include but are not limited to:
• Platform Strategy & Roadmap Management: Develop, maintain, and communicate the long-term strategic roadmap for the ServiceNow platform, ensuring alignment with organizational goals and digital transformation initiatives. Evaluate new ServiceNow releases, features, and products to determine applicability, business value, and timing for adoption. Lead discussions with executives, business stakeholders, and IT leadership to define priorities and strategic direction for platform evolution.
• Governance, Standards, & Compliance: Establish and enforce platform governance, architectural standards, and configuration guidelines to ensure scalability, maintainability, and compliance. Oversee change management processes related to platform updates, enhancements, and integrations to maintain system stability and data integrity. Ensure compliance with internal audit requirements, data privacy laws, security protocols, and organizational policies.
• Backlog, Demand, & Portfolio Management: Own the platform backlog by reviewing requests, gathering requirements, assessing business value, and prioritizing work based on strategic impact, risk, and capacity. Conduct intake meetings, scope assessments, and feasibility analyses with internal customers to translate business needs into clear requirements. Balance innovation, technical debt remediation, and operational needs to maintain a healthy pipeline of ongoing improvements.
• Solution Design & Delivery Oversight: Guide and oversee the design and implementation of solutions across ServiceNow modules (e.g., ITSM, CMDB, ITOM, HRSD, CSM). Review technical designs, configurations, scripts, workflows, and integrations to ensure adherence to standards and best practices. Partner with development and administration teams to ensure high-quality delivery, effective sprint planning, and successful testing activities.
• Operational Performance & Platform Health: Monitor and ensure platform reliability, performance, data quality, and overall user experience. Maintain responsibility for platform availability, uptime, and SLAs, escalating and coordinating resolution of issues as needed. Oversee major updates, patches, and releases, including planning, testing, communication, and adoption support.
• Stakeholder Engagement & Communication: Serve as the primary liaison between IT and business units for all platform-related initiatives, updates, and governance matters. Facilitate workshops, demos, and training sessions to enhance user understanding and maximize adoption. Communicate roadmap updates, project status, and platform metrics to leadership and stakeholders in a clear and actionable format.
• Vendor, Licensing, & Contract Management: Manage the relationship with ServiceNow, implementation partners, and third-party vendors to ensure value delivery and support alignment. Oversee licensing models, entitlements, and usage to optimize cost and ensure compliance. Evaluate new vendor offerings, statements of work, and renewals for alignment with platform strategy and technical standards.
• Team Leadership & Development: Provide functional oversight of ServiceNow administrators, developers, and analysts, ensuring clarity of expectations and alignment with platform goals. Mentor team members on best practices, technical standards, governance, and effective solution design. Support workload planning, capacity management, and performance development for platform team members.
• Continuous Improvement & Innovation: Identify opportunities to automate processes, reduce manual work, improve data accuracy, and enhance user experience. Drive the expansion of the ServiceNow platform into new business areas by identifying additional capabilities and value-add use cases. Establish KPIs and performance metrics to demonstrate platform value and monitor ongoing performance trends.

Knowledge:
• Deep knowledge of ServiceNow functionality (ITSM, CMDB, ITOM, HRSD, CSM), table structures, workflows, integrations, and platform configuration best practices
• Understanding of ITIL processes, service management governance models, service catalog management, incident/problem/ change workflows
• Systems design, platform governance methodologies, and enterprise architecture concepts relevant to cloud platforms
• Agile/Scrum methodologies, backlog management, prioritization techniques, and product lifecycle management
• Understanding of data models, audit requirements, compliance standards, access control, and information security principles
• Service licensing models, SNOW development, vendor performance evaluation, and platform entitlement oversight.

Skills:
• Create, maintain, and communicate a long-term roadmap aligned with organizational priorities
• Translating business needs into technical requirements and actionable work items
• Diagnosing platform issues, evaluate solution options, and make decisions balancing risk vs. value
• Communicating technical and strategic concepts clearly to executive, technical, and non-technical audiences
• Managing competing priorities, assessing value, and maintaining a healthy backlog
• Vendor Management
• Complex relational database tasks
• Complete lifecycle system designs, analysis, and testing procedures

Abilities:
• Influence cross-functional teams and stakeholders to align with platform governance and strategy
• Demonstrate strong problem-solving skills with the ability to communicate how to correct the problem to other staff
• Analyze basic to complex situations to determine the best way to develop a solution
• Interface with users and all stakeholders in order to determine their evolving needs
• Work independently as well as in a team
• Work in a remote setting

Minimum:
• Bachelor’s degree in Information Technology, Computer Science, or related field and 10 plus years of programming and analysis experience to include 5+ years working with ServiceNow in an administrative, development, or platform ownership capacity (or equivalent experience).

Preferred:
• Master's degree in related field. ServiceNow certifications (CSA required; CIS, CAD, or CPM preferred). Experience in enterprise ITSM/ITOM/CMDB environments. Familiarity with Agile methodologies and product management principles.

• Successfully pass fingerprint background check, prior employment verifications and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
• Travel may be required for State business. Employees who drive on state business must complete any required driver training (see Arizona Administrative Code R2-10-207.12.)

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Among the many benefits of a career with the State of Arizona, there are:
• 10 paid holidays per year
• Paid Vacation and Sick time off (13 and 12 days per year respectively) - start earning it your 1st day (prorated for part-time employees)
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child. Learn more about the Paid Parental Leave pilot program here.
• Other Leaves - Bereavement, civic duty, and military.
• A top-ranked retirement program with lifetime pension benefits
• A robust and affordable insurance plan, including medical, dental, life, and disability insurance
• Participation eligibility in the Public Service Loan Forgiveness Program (must meet qualifications)
• RideShare and Public Transit Subsidy
• A variety of learning and career development opportunities

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Lifetime Pension Benefit Program
• Administered through the Arizona State Retirement System (ASRS)
• Defined benefit plan that provides for life-long income upon retirement.
• Required participation for Long-Term Disability (LTD) and ASRS Retirement plan.
• Pre-taxed payroll contributions begin after a 27-week waiting period (prior contributions may waive the waiting period).

Deferred Retirement Compensation Program
• Voluntary participation.
• Program administered through Nationwide.
• Tax-deferred retirement investments through payroll deductions.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by emailing careers@azahcccs.gov.
Requests should be made as early as possible to allow time to arrange the accommodation. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.