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About the Role

The Senior Manager, ServiceNow Engineering is responsible for the strategic leadership, governance, engineering delivery, and operational excellence of the enterprise ServiceNow platform. This leader oversees a team of ServiceNow engineers and technical professionals responsible for designing, developing, supporting, and continuously improving ServiceNow capabilities that enable enterprise service delivery.

Responsibilities

Define and implement the multi-year ServiceNow platform strategy, roadmap, and investment priorities aligned to business and technology objectives.
Lead platform governance, intake, demand management, and prioritization processes to balance new capabilities, operational needs, technical debt, and strategic initiatives.
Evaluate emerging ServiceNow capabilities and find opportunities to expand platform value across the organization.
Establish and maintain platform standards, architectural principles, development practices, and governance controls.
Recommend ServiceNow AI capabilities that address business and operational needs, including Now Assist, predictive intelligence, and agentic automation, and advise leaders on priorities, readiness, dependencies, and expected value.
Ensure alignment between platform investments and measurable business outcomes.
Shape the ServiceNow AI roadmap by identifying high-value use cases, enabling adoption across supported workflows, and optimizing platform investments based on utilization, outcomes, cost, and evolving platform capabilities.
Measure, monitor, and maintain platform license usage to facilitate contract planning and subscription expense.
Lead a team of ServiceNow engineers responsible for platform development, administration, integrations, automation, upgrades, and support.
Establish engineering standards, quality controls, release management practices, and operational processes that promote platform reliability and scalability.
Enable delivery and adoption of ServiceNow AI capabilities by guiding solution design, configuration, integration, testing, release readiness, and operational support across applicable platform workflows.
Oversee platform upgrades, maintenance activities, testing strategies, release readiness, and production support activities.
Lead delivery of ServiceNow enhancements, implementations, and modernization initiatives across ITSM, ITOM, ITAM, CMDB/CSDM, Service Catalog, Workflow Automation, Strategic Portfolio Management, Security Exposure Management, and other platform capabilities.
Optimize ServiceNow AI capabilities by monitoring adoption, accuracy, user experience, operational performance, and realized value, and by leading ongoing tuning, enhancement, and expansion of successful use cases.
Ensure successful execution of platform initiatives through effective planning, resource allocation, risk management, and stakeholder engagement.
Recruit, develop, coach, and retain a high-performing team of ServiceNow engineering professionals.
Establish clear performance expectations, development goals, and career growth opportunities for team members.
Provide ongoing coaching, mentoring, and performance feedback to support individual and team success.
Create a culture of accountability, continuous learning, innovation, collaboration, and customer focus.
Develop succession plans, build organizational capability, and ensure appropriate technical depth across the team.
Manage workload prioritization, capacity planning, resource forecasting, and allocation to meet business commitments and operational objectives.
Work with leaders across IT, Security, Infrastructure, Architecture, Operations, Enterprise Applications, and business functions to align priorities and drive platform adoption.
Serve as the primary leadership point of contact for ServiceNow platform strategy, delivery, and operational performance.
Manage strategic relationships with ServiceNow, implementation partners, consultants, and third-party vendors.
Review and challenge proposed designs, technical solutions, project estimates, delivery plans, and implementation approaches.
Provide platform delivery metrics, demand forecasts, capacity planning inputs, licensing insights, and vendor performance assessments to support leadership decisioning, investment planning, and platform governance.
Ensure platform stability, security, compliance, availability, and performance through effective governance and operational oversight.
Drive continuous improvement of CMDB, CSDM, asset management, service catalog, workflow automation, integration management, and data quality practices.
Establish KPIs, dashboards, and executive reporting that provide insight into platform health, adoption, delivery performance, operational metrics, and business outcomes.
Manage technology lifecycle activities including upgrades, technical debt remediation, customization review, and platform modernization efforts.
Maintain effective controls around integrations, access management, platform configurations, and data governance.

Requirements

10+ years experience in managing information technology systems and projects for a large IT department
Bachelor's degree in related area (Computer Science, Engineering, or Business) or an equivalent combination of education and experience
10+ years experience in the acquisition and management of technology and technology professionals
10+ years managing people
5+ years demonstrated success in matrix management and influence environments
Extensive experience in communicating with executive and operational management
Large-scale project or program management experience
Applicants must have authorization to work indefinitely in the US.
Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Skills

ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist (one or more disciplines)
ITIL 4 or 5 Foundation Certification or higher
ServiceNow Certified Application Developer (CAD)
Certified Technical Architect (CTA)
Working knowledge of development practices such as Agile, Scrum, Kanban, DevOps, etc.

Location

Arizona - Home Teleworkers
Remote (United States, excluding Hawaii and Alaska)

Work Type

Remote
Home Teleworkers

Experience Level

Senior Manager

Education Level

Bachelor's degree in related area (Computer Science, Engineering, or Business) or an equivalent combination of education and experience
MBA or other advanced degree

Salary/Compensations

The starting pay range for this position across all the states we hire in is $168,300.00-$224,300.00.
Colorado Specific Job Range :$168,300.00 - $205,400.00
Opportunity for a company-wide annual discretionary bonus, through our Annual Incentive Plan (AIP), of up to 20% of eligible pay.

Benefits

Total compensation package
Annual bonus eligibility for most roles
401(k) with a company match

About the Company

CSAA Insurance Group (CSAA IG), a AAA insurer, is one of the leading personal lines property and casualty insurance groups in the United States.
We build innovative, human-centered solutions that help AAA members prevent, prepare for, and recover from life's uncertainties.
We are a mission-driven organization proudly committed to empowering our members, our employees, and our communities to thrive.
We believe in growth for everyone.
Leaders and mentors partner with employees to align interests, unlock development opportunities, and support long‑term success.
We embrace a remote-first culture through our Flexible Workplace.
Most employees hold Home-Flex roles, working primarily from home, often with the flexibility to work from various locations including CSAA offices.
Our flexible workplace empowers you to balance remote work with intentional in‑person moments that deepen connection and collaboration.
An inclusive and welcoming workplace is the cornerstone of our success.
By fostering an environment where people feel valued and heard, we deepen our ability to understand and meet the unique needs of our members.
This strengthens innovation and enhances our products and services, giving us a competitive edge in the market.
As climate change leads to more frequent and severe weather events, we are taking bold action to build more resilient communities and reduce our environmental impact.

Equal Opportunity

CSAA Insurance Group is an equal opportunity employer.
CSAA is committed to providing reasonable accommodations to qualified applicants and employees with disabilities or other limitations. If you would like to request an accommodation to participate in the job application or interview process, please contact TalentAcquistion@csaa.com