Job Description

Position Overview

The Manager, Operations ServiceNow Platform serves as the strategic and operational leader for the ServiceNow platform within the organization.


This role is responsible for governing, evolving, and maximizing the value of the ServiceNow ecosystem across IT and enterprise workflows. The manager oversees platform strategy, administration, development, and governance, ensuring the platform meets business objectives, aligns with ITIL standards, and supports digital transformation initiatives.

A Day In The Life

Platform Strategy & Governance

Define and execute the

ServiceNow platform roadmap

in alignment with corporate IT and business strategies. Establish and enforce

governance frameworks

, including development standards, change management, and release management processes. Prioritize and manage the

ServiceNow demand pipeline

, balancing innovation, stability, and compliance. Partner with process owners and executive stakeholders to ensure the platform supports enterprise-wide service delivery objectives.

Leadership & Team Management

Lead and mentor a team of

ServiceNow administrators, developers, and business analysts

. Oversee day-to-day platform operations and support, ensuring

reliable performance and user satisfaction

. Coordinate work across

onshore and offshore teams

, managed service providers, and vendor partners. Foster a culture of continuous improvement and service excellence.

Platform Operations & Enhancements

Oversee the

maintenance, upgrades, and performance optimization

of the ServiceNow platform. Manage the

configuration, customization, and integration

of ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, GRC). Ensure

data integrity, CMDB accuracy, and platform security

through policies and audit practices. Support the implementation of

automation, self-service, and workflow enhancements

to drive efficiency.

Stakeholder Engagement

Collaborate with IT leadership, business units, and process owners to identify improvement opportunities. Translate business requirements into scalable ServiceNow solutions. Communicate platform capabilities, new releases, and value realization to stakeholders and executives. Act as the primary point of contact for the

ServiceNow partner and account team

.

Risk, Security & Compliance

Ensure compliance with

enterprise security, privacy, and audit standards

. Maintain proper

access control, data protection, and regulatory compliance

across the platform. Partner with InfoSec and internal audit teams to address findings and mitigate risk.
#LI-JL2

You'll Come With

Education & Experience

Bachelor's degree in Information Technology, Computer Science, or a related discipline (Master's preferred). 7+ years of ServiceNow experience, with 3+ years in a platform management or leadership role. Proven experience managing ServiceNow ITSM, and at least one of the following: ITOM, HRSD, CSM, or GRC. Demonstrated success leading cross-functional teams and managing complex ServiceNow implementations. Experience working with offshore and/or managed service teams.

Certifications (Preferred)

ServiceNow Certified System Administrator (CSA) - required. ServiceNow Certified Implementation Specialist (CIS) in ITSM or related areas. ITIL v4 Foundation or Intermediate certification - required. PMP, Agile/Scrum Master, or similar project management credential - a plus

Come join our team. You're going to like it here!

You will enjoy competitive wages, flexible hours, and an associate discount. Burlington's benefits package includes medical, dental and vision coverage including life and disability insurance. Full-time associates are also eligible for paid time off, paid holidays and a 401(k) plan. We are a rapidly growing brand and provide a variety of training and development opportunities so our associates can grow with us. Our teams work hard and have fun together! Burlington associates make a difference in the lives of customers, colleagues, and the communities where we live and work every day. Burlington Stores, Inc. is an equal opportunity employer committed to workplace diversity.


Individual pay decisions will be based on a variety of factors, such as but not limited to, qualifications, education, job-related skills, relevant experience, and geographic location.

Min-Mid

$115,000.00 - $150,000.00

Posting Number

R101559

Location

New Jersey-Edgewater Park

Address

4287 Route 130 S

Zip Code

08010

Pay Rate

Salaried

Career Site Category

Corporate

Position Category

Information Technology

Job Type

Full-Time

Remote Type

Hybrid

Evergreen

No