Global IT Sr Specialist ServiceNow Service Lead

As Global IT Sr Specialist ServiceNow, you will join the ServiceNow Platform Team and play a pivotal role in enabling new ways of working, driving adoption, and ensuring a seamless employee experience. You will act as the bridge between technology, business stakeholders, and end users—ensuring solutions are understood, adopted, and continuously optimized. Key Responsibilities Platform ownership & operational health

• Own the overall health, availability, performance, reliability, and maintainability of the ServiceNow platform (production and non‑production).
• Establish and operate proactive monitoring and operational routines (e.g., capacity/performance review, stability trends, platform risk register).
• Ensure platform configuration aligns with scalable architecture principles, reducing long‑term complexity and technical debt.
• Ensure the platform is secure, compliant, and aligned with enterprise security, risk, privacy, and audit standards.
• Partner with security teams to implement and maintain access controls, role governance, segregation of duties, data protection, and secure integration patterns.
• Lead platform readiness for audits and assessments; maintain evidence of controls and compliance.
• Lead platform governance, including architecture standards and guardrails (e.g., “configure vs customize” policy, integration standards, naming conventions).
• Lead platform governance, including development quality controls (code review, automated testing expectations, documentation standards).
• Lead platform governance, including lifecycle management for customizations, scoped apps, integrations, and plugins.
• Own technical design authority for platform‑wide decisions; chair or lead a platform governance forum as needed.

• Manage and optimize the ServiceNow development pipeline end to end, including demand intake and prioritization (with portfolio/demand governance stakeholders), release and deployment management across environments, and dependency and risk management, including cross‑team impacts and operational readiness.
• Implement and continually improve transparent delivery metrics (throughput, lead time, release quality, defect leakage, platform stability indicators).

• Apply DevOps principles to ServiceNow development and operations, including automated build/test/deploy practices, versioning and promotion controls across environments, standardized release gates and rollback/contingency approaches.
• Champion repeatable engineering practices that improve speed without compromising stability, security, or control.
• Own platform roadmap for upgrades, patching, vulnerability remediation, and feature adoption aligned to enterprise priorities.
• Oversee environment strategy (dev/test/UAT/prod), data refresh policies, and release calendars.
• Govern integrations and technical dependencies (identity, monitoring, CMDB data sources, discovery, event management, and enterprise systems).
• Actively manage technical debt: identify, quantify, prioritize, and drive remediation plans.
• Serve as the primary technical authority for ServiceNow across the enterprise—setting direction, resolving cross‑domain issues, and ensuring coherent design.
• Guide internal teams and external implementation partners through standards and oversight without being a single‑point developer.
• Provide coaching and enablement to administrators, developers, and platform contributors; ensure clear handoffs and operational readiness for go‑lives.

• Strong hands‑on experience in ServiceNow platform administration and architecture in complex environments.
• Proven experience operating and governing enterprise platforms in large, global organizations (multi‑region, multi‑team, multi‑vendor).
• Solid understanding of ITSM and ITOM landscapes, including how platform design choices affect process performance, operational outcomes, and data quality (especially CMDB‑related dependencies).
• Demonstrated experience with DevOps practices, CI/CD pipelines, and release management in an enterprise setting (risk‑managed delivery, standardized controls, measurable quality).
• Ability to balance speed of delivery with platform stability, security, compliance, and control—and to communicate trade‑offs clearly to senior stakeholders.
• Strong stakeholder management skills: able to influence decisions across product/process owners, security, operations, and partners.
• Excellent communication skills (written and verbal), capable of producing clear standards, decision records, and technical guidance for broad audiences.

• ServiceNow certifications such as:
  • CSA (Certified System Administrator)
  • CIS (Certified Implementation Specialist) in relevant areas
  • CAD (Certified Application Developer)
• Experience in regulated or security sensitive environments (e.g., strong audit requirements, strict segregation of duties, sensitive data constraints).
• Experience working with global teams across regions and time zones, operating within a follow‑the‑sun or distributed delivery model.
• Exposure to enterprise portfolio management and demand governance models (e.g., prioritization frameworks, value‑based roadmaps, intake controls).
• Experience with platform observability and performance management (monitoring strategy, KPI/SLO thinking, operational dashboards).
• Experience in Agile delivery, such as serving as a Scrum Master or applying Agile foundations, where relevant to iterative enhancement cycles.

At Campari Group we believe in building more value together, thus we see diversity in all forms as a source of enrichment. Our employment policies and practices ensure that we are committed to providing equal employment opportunities in all aspects of employment without regard to any individual’s race, religion, creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, sexual orientation, gender identity or characteristics or expression, political affiliation or activity, age, veteran status, citizenship, or any other characteristic protected by law.

Campari Group believes that fair compensation and equal opportunities are crucial for employees’ well‑being, empowerment, and engagement. Our efforts to ensure fair pay have earned us the Fair Pay Certification by Fair Pay Workplace, an independent organization dedicated to dismantling pay disparities based on gender, race and their intersection.