Senior Manager, Service Now Platform

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange™️ platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

Role

We are looking for a Senior Manager, Service Now Platform to join our team. This is a hybrid (San Jose, CA) or remote role, reporting to the Director, IT Applications in the IT Corporate Apps department. In this position, you will lead the architecture, engineering excellence, and team development for our ServiceNow ecosystem while defining and executing the strategy to adopt cutting-edge AI capabilities that drive operational efficiency.

What you’ll do (Role Expectations)

Establish and enforce strict out-of-the-box design standards, reusable integration patterns, and platform guardrails to minimize technical debt and ensure zero-disruption platform upgrades

Define and execute the strategy for adopting modern ServiceNow AI capabilities—including Now Assist, Generative AI, and AI Agents—to automate business processes and reduce operational overhead

Drive a high-velocity development model utilizing Agile practices, rapid prototyping, and iterative sprint cycles to translate business strategy into fast MVP releases

Build, direct, and mentor a high-performing team of ServiceNow developers, technical leads, and architects, fostering a culture of continuous learning and accountability

Modernize engineering practices by expanding Automated Test Framework coverage, establishing CI/CD deployment pipelines, and standardizing source control governance

Who You Are (Success Profile)

You act like an owner, operating with high integrity and navigating seamlessly between high-level strategy and hands-on execution.

You are a problem-solver who is energized by complex challenges and focused on delivering high-impact solutions.

You are a high-trust collaborator who fosters team ambition and embraces constructive feedback with clarity and respect.

You are customer-obsessed, anchoring your decisions in solving real-world problems for internal and external partners.

You are resilient and adaptable, navigating change with composure and guiding your team through complexity with a steady hand.

What We’re Looking for (Minimum Qualifications)

Drive the evaluation, deployment, and scaling of ServiceNow AI capabilities, including Now Assist, AI Agents, Virtual Agent, and predictive workflows

10+ years of hands-on ServiceNow architecture and development experience, with deep proficiency in JavaScript, APIs, IntegrationHub, and core platform suites

3+ years managing direct reports, including developers, architects, and QA engineers, with a proven track record of establishing engineering quality standards

Demonstrated experience driving modern engineering practices such as source control, CI/CD pipelines, automated testing, and developer productivity standards

Strong stakeholder management skills with a bias toward action, translating business strategy into rapid MVP releases while managing technical debt

What Will Make You Stand Out (Preferred Qualifications)

Deep expertise in designing modular, scalable systems while favoring out-of-the-box functionality over custom code to ensure seamless platform upgrades