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Senior Manager, ServiceNow Platform & ITSM
Ideal Candidate Profile
You are a modern IT leader with deep ServiceNow expertise and a strong customer‑centric mindset. You balance hands‑on technical depth with people and platform leadership, enabling you to stabilize complex environments, standardize processes, and continuously improve service delivery at scale.
You have led ServiceNow platforms in large, global, and regulated environments and are comfortable operating through transition, growth, and M&A activity.
This role will be hybrid with 3 days per week in St. Louis.
Position Summary
The Senior Manager, ServiceNow Platform & IT Service Management is the senior technical and operational authority for the ServiceNow platform. This role is accountable for platform health, ITSM and CMDB maturity, technical governance, and delivery execution during a period of transformation.
You will lead platform administration, upgrades, integrations, and the decommissioning of legacy systems as Focus continues to evolve toward a modern ServiceNow architecture. This role partners closely with ITSM, infrastructure, application, asset, security, and business teams to ensure the platform delivers stable, secure, and compliant enterprise services.
Key Responsibilities
Platform Strategy, Stability & Governance
- Own the overall health, stability, and technical integrity of the ServiceNow platform
- Lead platform governance, security controls, and standards enforcement across all ServiceNow capabilities
- Conduct platform health assessments and technical audits to identify risks, gaps, and remediation priorities
- Define current‑state and target‑state ServiceNow architecture aligned to enterprise standards and roadmap
ServiceNow Platform Management
- Oversee day‑to‑day ServiceNow administration, including users, roles, groups, security ACLs, and access controls
- Lead platform upgrades, patching, cloning, and release validation across environments
- Ensure platform scalability, performance, availability, and compliance in a regulated environment
- Direct troubleshooting and resolution of complex platform, integration, and data issues
Module & Capability Leadership
- Provide leadership and accountability across core ServiceNow modules, including:
- ITSM
- CMDB / CSDM
- ITAM (HAM & SAM)
- ITOM
- SecOps
- Now Assist
- Ensure CMDB integrity through discovery, service mapping, reconciliation rules, and governance practices
- Oversee IntegrationHub workflows, REST/SOAP integrations, MID Servers, and enterprise system integrations (e.g., Microsoft Intune, Azure, SaaS platforms)
ITSM, CMDB & Continuous Improvement
- Ensure ServiceNow aligns to CSDM 5 and ITIL v4‑aligned ITSM processes and enterprise service‑management best practices
- Identify performance bottlenecks, technical debt, and process inefficiencies; implement remediation strategies
- Define and track metrics to measure platform usage, workflow efficiency, service performance, and operational health
- Drive continuous improvement through automation, standardization, and platform optimization
Leadership & Team Development
- Establish clear ownership, operating models, and skill development paths for the ServiceNow team
- Foster a culture of accountability, collaboration, technical excellence, and customer focus
- Provide direct people leadership for the ServiceNow platform organization, including managers, architects, developers, administrators, and CMDB resources.
- Own organizational design, role definition, capacity planning, and skills development for the ServiceNow team.
- Manage team performance, goal‑setting, coaching, and career development, ensuring strong engagement and retention.
- Establish succession planning and talent strategies to support platform growth and business scalability.
- Lead through change, including organizational transitions, operating‑model shifts, and mergers and acquisitions.
Delivery, Collaboration & Execution
- Partner with ITSM, infrastructure, application, asset, and security teams on design, impact analysis, and root‑cause analysis
- Support Agile delivery models (Scrum/Kanban) across design, development, testing, deployment, and post‑deployment support
- Translate business and operational needs into executable ServiceNow solutions aligned to the roadmap and backlog
Vendor & Partner Ownership
- Serve as the primary executive owner for ServiceNow and strategic delivery partners, including system integrators and managed service providers.
- Own vendor performance management, contract governance, SLA adherence, and commercial negotiations.
- Drive accountability and outcomes from partners while ensuring alignment with enterprise standards and roadmap priorities.
- Assess vendor capabilities and recommend sourcing strategies to support platform maturity, scalability, and risk management.
Required Qualifications
- 10+ years of enterprise ServiceNow experience
- 5+ year ServiceNow platform ownership
- 5+ years people leadership
- Proven experience leading ServiceNow platforms in large, global environments
- Strong hands‑on expertise in ServiceNow administration, configuration, and development
- Deep knowledge of ITSM, CMDB, ITAM, ITOM, and SecOps
- Demonstrated experience stabilizing and modernizing complex ServiceNow environments
- Strong understanding of ITIL v4 and CSDM
- Ability to read, troubleshoot, and guide remediation of JavaScript, Business Rules, Script Includes, and integrations
- Experience supporting organizational transitions and mergers and acquisitions
Certifications & Technical Skills
Required:
- ServiceNow Certified System Administrator (CSA)
- ITIL v4 Foundation
Technical Expertise:
- Enterprise ServiceNow administration and CMDB ownership
- IntegrationHub, REST/SOAP APIs, MID Servers
- Flow Designer, Business Rules, Script Includes, Scheduled Jobs
- JavaScript, HTML, CSS, and ServiceNow configuration tools
Leadership & Soft Skills
- Strong analytical and problem‑solving abilities
- Excellent written and verbal communication skills
- Ability to collaborate effectively with senior leadership and cross‑functional teams
- Strong organizational, prioritization, and execution skills
- Sound judgment and decision‑making under pressure
#LI-KJ2
This position is an exempt position. The annualized base pay range for this role is expected to be between $135,000- $175,000 base salary compensation range. Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed, and the applicant's skill set. The base pay is just one component of the total compensation package for employees. Other rewards may include an annual cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life and 401(k). Please note that the job title is subject to change based on the selected candidate’s experience and education.
About Focus Financial Partners
Focus is a leading financial services firm comprised of integrated wealth management, family office, and business management services. Blending deep expertise and expansive resources with a boutique, client-first fiduciary philosophy, Focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus, visit www.focusfinancialpartners.com or follow the company on LinkedIn.
Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law.
Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact careers@focuspartners.com.
The following language is for US based roles only
For California Applicants: Information on your California privacy rights can be found here
For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.
For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this shall be subject to criminal penalties and civil liability.
For Montana Applicants: If hired, the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section 39-2-901.
For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the state’s workers’ compensation law. If you willfully provide false information about your ability to perform the essential functions of the job, with or without reasonable accommodations, you may be barred from filing a claim under the provisions of the Workers’ Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation. The Company complies fully with the Americans with Disabilities Act.
Ready to apply?
Apply to Focus Financial Partners
Client Services Representative
Tickets.com, a wholly owned subsidiary of Major League Baseball (MLB), delivers innovative, cutting-edge technologies to enable frictionless and unforgettable fan experiences in venues across the globe. Together with MLB, Tickets.com is changing the landscape of the live sports and entertainment industry, delivering new digital venue and ticketing experiences to millions of fans. The Client Services Representative is responsible for Tickets.com software configuration, data migration, and interface/integration initiatives for a set of clients to ensure systems are set up as designed and per client requirements. This position will prepare, create and maintain ticketing on-sale events, and develop/run reports for clients on Tickets.com ticketing software. In addition, it will promote and implement best practices as a subject matter expert.
The Client Services Representative is the liaison between their assigned clients and Tickets.com, responsible for ensuring assigned clients are aware of and taking advantage of all Tickets.com products and features. This position will also require the Client Services Representative to advocate on the behalf of their assigned client base features and functionality requests.
Responsibilities
- Frontend and backend event software configuration, including seat map, pricing, ticket fees, ticket design and layout, special offers, confirmation email, sales flow and special promotions
- Software maintenance, report configuration and execution
- Manage multiple projects, including but not limited to season ticket renewal, season ticket printing, invoicing, and single ticket on-sale events
- Train box office staff on ticketing software
- Act as a liaison to a host of Tickets.com departments, including call centers, and web operations
- Work with other departments in rollout of new products for clients, including MyTickets, MyProVenue and Campaign Creator
- Exercises independent thought and judgment when dealing with client and user requests and resolution of issues
- Consults with users and provides intellectual information regarding the ProVenue application
- Performs systems tests, analysis, and configuration to ensure system is in excellent running order
- Proactively review and share details of product enhancements and release notes with the client, drawing upon specific, relevant use cases
- Assist client in operating the ticketing system including initial training and ongoing support for box office, accounting staff, and management
- Provide ongoing client support to assigned client base
- Advise client on how to best use ticketing system to meet their business needs.
- Promote Tickets.com features, functionalities, including but not limited to 3rd party offerings
- All other duties as assigned
Qualifications and Skills
- Bachelor’s degree or equivalent combination of education and experience
- Minimum two (2) years of experience configuring ticketing software
- Box office experience preferred
- Computer proficiency essential – MS Office Suite; knowledge of HTML and CRM Software preferred; ability to easily learn new technology as needed
- Remote evening and weekend availability, as required
- Must be client service oriented
- Excellent communication skills, both verbal & written
- Detail oriented, organized, proven ability to follow up on tasks
- Self-starter, able to prioritize and work independently with minimal supervision
- Work effectively under pressure
Salary Range: $62,500 - $67,000 (Base Salary) + Bonus
As a candidate for this position, your salary and related aspects of compensation will be contingent upon your work experience, education, skills, and any other factors MLB considers relevant to the hiring decision. In addition to your salary, TDC believes in providing a competitive compensation and benefits package for its employees.
Top TDC Perks & Benefits:
- Competitive Benefits Package
- Company 401K Contribution
- Paid Time Off and Holidays
- Paid Parental Leave
- Access to Free Tickets to Baseball Games & MLB.TV
- Discounts at MLB Store | MLBShop.com
- Employee Assistance Programs (EAP)
- Onsite/Online Training & Development Programs
- Tuition Reimbursement
- Disability Benefits (short term and long term)
- Life and Accidental Death Insurance
- Pet Insurance
Why MLB?
Major League Baseball (MLB) is the most historic of the major professional sports leagues in the United States and Canada. Employees love working at MLB because of the culture of growth, teamwork, and professionalism. Employees who are most successful at MLB take initiative, know how to identify problems and provide solutions, and always put the Team first. For those ready to step up to the plate and join the major leagues, MLB takes the same approach as teams do with their players: empowering our “workforce athletes” to be at their best by engineering experiences that put employees in the best position to succeed. Major League Baseball is looking for candidates who are passionate about growing America’s pastime to best serve its fans for decades to come.
California Residents: Please see our California Recruitment Privacy Policy for more details.
Colorado Residents: Colorado based applicants may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Applicants requiring a reasonable accommodation for any part of the application and hiring process, please email us at accommodations@mlb.com. Requests received for non-disability related issues, such as following up on an application, will not receive a response.
Are you ready to Step Up to the Plate? Apply below!
Ready to apply?
Apply to Major League Baseball
Lead ServiceNow Administrator
Ideal Candidate Profile
The ideal candidate is a modern IT leader with a strong customer‑centric mindset who drives service‑delivery excellence and operational stability. This role requires experience implementing and supporting ServiceNow in large, global environments, including during mergers and acquisitions. You will standardize processes, strengthen platform performance, and continuously improve the employee experience across the organization.
Position Summary
Acuity is seeking a seasoned ServiceNow Systems Engineer and Subject Matter Expert to serve as the primary technical lead during a period of transition. This role is responsible for performing a technical audit of the current environment, stabilizing the platform, and maintaining ServiceNow health while a new support structure is established.
You will lead platform administration, upgrades, integrations, and strategic decommissioning efforts as processes transition to a new ServiceNow instance. The Senior ServiceNow Administrator will manage, optimize, and extend the ServiceNow platform to support critical IT and business workflows, ensuring stability, security, and compliance within a regulated financial services environment.
This role requires deep expertise in ServiceNow administration and development, strong knowledge of ITSM and CMDB best practices, and the ability to collaborate effectively across technical and business teams while executing against a defined roadmap and product backlog.
This is a hybrid role with 3 days per week onsite in our St. Louis office.
Key Responsibilities
Platform Stability & Administration
- Serve as the primary technical lead, working closely with the platform owner and lead developer as the new team is formed
- Perform comprehensive environment health checks and technical discovery to understand existing configurations and customizations
- Manage day‑to‑day ServiceNow administration, including users, groups, roles, and security ACLs
- Troubleshoot and resolve complex platform and integration issues
- Manage upgrades, patches, cloning, and release validation across environments
Module & Capability Management
- Support and maintain core ServiceNow modules, including ITSM, CMDB, ITAM, ITOM, and SecOps
- Ensure CMDB integrity through reconciliation rules, discovery, service mapping, and governance aligned to ITIL v4 and CSDM
- Manage and troubleshoot REST/SOAP integrations, IntegrationHub workflows, and MID Servers
- Develop and maintain integrations with enterprise systems such as Microsoft Intune, Azure, and other SaaS platforms
Architecture, Governance & Continuous Improvement
- Act as lead ServiceNow technical architect, defining current‑state and target‑state architecture
- Own platform governance, security compliance, and standards enforcement
- Identify performance bottlenecks and implement remediation strategies
- Collect and analyze metrics to track platform usage, workflow efficiency, and operational health
- Maintain technical documentation covering architecture, data governance, and system design
Collaboration & Delivery
- Work within Agile methodologies to support design, development, testing, deployment, and post‑deployment support
- Partner with ITSM, infrastructure, application, asset, and security teams to support impact analysis and root cause analysis
- Mentor ServiceNow and CMDB resources and contribute to roadmap planning
Required Qualifications
- ServiceNow Certified System Administrator (CSA) required; CAD or CIS certifications preferred
- 8+ years of enterprise ServiceNow administration experience
- Strong understanding of ITSM processes and best practices
- Proven ability to work independently in complex environments
- Strong forensic troubleshooting skills, including reading existing JavaScript, GlideRecord, Business Rules, and Script Includes
- Experience with CMDB, Discovery, Service Mapping, and data governance
- Proven experience with ITSM, CMDB, ITAM, ITOM, SPM, and SecOps
- Integration experience using IntegrationHub, REST APIs, SOAP, and MID Servers
- Proficiency in JavaScript, HTML, CSS, and ServiceNow configuration tools
- Ability to document architecture, data models, and technical designs
Technical Skills
Required
- Enterprise ServiceNow administration and CMDB ownership
- CSDM and ITIL v4 alignment
- Integration workflows, APIs, MID Servers, and ETL concepts
- ServiceNow Flow Designer, Business Rules, Script Includes, Scheduled Jobs
- Strong understanding of infrastructure components (on‑prem, cloud, containers)
Preferred
- Additional ServiceNow certifications (ITOM, Discovery, CMDB, IntegrationHub)
- ITIL v4 Foundation
- Scripting experience (JavaScript, PowerShell, Python)
Soft Skills
- Strong analytical and problem‑solving abilities
- Excellent written and verbal communication skills
- Ability to collaborate with senior leadership and cross‑functional teams
- Strong organizational and project management skills
- High attention to detail and sound judgment under pressure
Preferred Experience
- ITSM, ITAM, ITOM, and CMDB implementations
- Reporting and dashboard development for operational insights
- ServiceNow update sets, migrations, and performance tuning
- Agile delivery methodologies (Scrum or Kanban)
#LI-KJ2
This position is an exempt position. The annualized base pay range for this role is expected to be between $100,000- $125,000 base salary compensation range. Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed, and the applicant's skill set. The base pay is just one component of the total compensation package for employees. Other rewards may include an annual cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life and 401(k). Please note that the job title is subject to change based on the selected candidate’s experience and education.
About Focus Financial Partners
Focus is a leading financial services firm comprised of integrated wealth management, family office, and business management services. Blending deep expertise and expansive resources with a boutique, client-first fiduciary philosophy, Focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus, visit www.focusfinancialpartners.com or follow the company on LinkedIn.
Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law.
Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact careers@focuspartners.com.
The following language is for US based roles only
For California Applicants: Information on your California privacy rights can be found here
For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.
For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this shall be subject to criminal penalties and civil liability.
For Montana Applicants: If hired, the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section 39-2-901.
For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the state’s workers’ compensation law. If you willfully provide false information about your ability to perform the essential functions of the job, with or without reasonable accommodations, you may be barred from filing a claim under the provisions of the Workers’ Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation. The Company complies fully with the Americans with Disabilities Act.
Ready to apply?
Apply to Focus Financial Partners
Overview
Are you ready to launch your career by building software that makes a real-world impact? As a developer on our team, you will build software leveraging Esri’s products and APIs for customers across a wide swathe of sectors and focused on the Midwest region.
This is a unique opportunity to grow your technical skills while contributing to projects that matter. You’ll work alongside engineers and mentors in a collaborative, cross-functional environment that values learning, innovation and purpose. From building intuitive AI web interfaces to writing Python for geoprocessing tools and AI agents, you’ll be exposed to the full development lifecycle and cutting-edge GIS solutions.
As part of Esri’s Professional Services division, you’ll be at the forefront of geospatial innovation, breaking ground in new markets, pushing the boundaries of what’s possible, and delivering transformational solutions to high-profile clients. With nearly 1,000 technical and business professionals, our team is committed to helping users succeed and empowering you to grow into a confident, capable developer.
Esri has a Relocation Assistance Program and can provide support with relocating to the St. Louis, MO area for this position.
Responsibilities
- Support and build software that follows industry-standard design patterns, development methodologies, and deployment models
- Solve complex problems with application design, product development, and user experiences
- Collaborate with other developers, engineers and product managers throughout the development process
- Evolve your language skills in JavaScript by staying current with complementary programming languages, development methodologies, user interface design techniques, and database tools
- Use JavaScript and TypeScript to develop front end applications
- Use Python to develop geoprocessing tools, services, and AI agents
Requirements
- 1+ years of JavaScript or TypeScript experience
- Professional experience in a similar position supporting similar responsibilities
- Strong foundation in object-oriented software principles
- Ability to analyze software/algorithms and identify improvements
- An entrepreneurial awareness of how technology enables excellence within governments and organizations, you need to be interested in why we are developing software, not just how we develop software
- Understand the importance of software development methodologies (Agile, Scrum, Waterfall, RAD, RUP) and software design techniques (UML, entity relationship diagramming, use cases, data flow diagramming); know how they impact the quality of your design process, team collaboration, and work product
- Capability to manage multiple projects simultaneously
- US citizenship and willingness and ability to maintain a US Security Clearance
- Bachelor's degree in Computer Science, Mathematics, Geographic Information Systems (GIS), or STEM related field
Recommended Qualifications
- Experience with one or more of the following technologies:
- HTML, CSS, JavaScript, Swift, Kotlin
- ReactJS, Vue, Svelte
- Python generative AI, large language models, and agentic systems
- Web AI chatbot interfaces
- Web data visualization techniques combining AI results with 2D and 3D maps
- GIS
- REST Web services
- SQL, SQL Server, PostgreSQL, Oracle, RDBMS
- Master's degree in Computer Science, Mathematics, Geographic Information Systems (GIS), or STEM related field
#LI-AN1
#LI-Onsite
Total Rewards
Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
The Company
At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life’s best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.
If you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!
Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.
Esri Privacy Esri takes our responsibility to protect your privacy seriously. We are committed to respecting your privacy by providing transparency in how we acquire and use your information, giving you control of your information and preferences, and holding ourselves to the highest national and international standards, including CCPA and GDPR compliance.
Ready to apply?
Apply to Esri