Job Specifications
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Regular or Temporary:
Regular
Language Fluency: English (Required)
Work Shift:
1st shift (United States of America)
Please review the following job description:
The ServiceNow Platform Owner is a strategic, hands-on IT leader responsible for the overall management, optimization, and governance of the ServiceNow platform across the enterprise. This role ensures the platform aligns with business objectives, delivers value, and supports digital transformation initiatives. The ServiceNow Platform Owner provides leadership and direction to ServiceNow administrators, developers, and stakeholders, driving platform adoption, innovation, and continuous improvement. Responsible for ensuring platform stability, scalability, security, and compliance, while enabling self-service capabilities and automation for business units.
Essential Duties And Responsibilities
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
Primary Roles & Responsibilities
1. Owns the ServiceNow platform strategy, roadmap, and architecture to support business needs and digital transformation goals.
Leads the design, configuration, implementation, and ongoing enhancement of ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, GRC).
Publishes best practices and educates stakeholders on ServiceNow capabilities, governance, and usage.
Defines and manages training, certification, and career paths for ServiceNow team members.
Evaluates new ServiceNow features, releases, and integrations; recommends adoption of new capabilities.
Ensures platform stability, performance, and scalability through proactive monitoring and capacity planning.
Manages platform upgrades, patching, and lifecycle maintenance to minimize technical debt and ensure compliance.
Enables self-service and automation for business units through workflow development and catalog management.
Drives continuous improvement of ServiceNow processes and service capabilities—focus on efficiency, user experience, and cost optimization.
Maintains dashboards and reporting for platform health, usage, and service levels.
Partners with business and IT teams to identify unmet needs and deliver ServiceNow-based solutions.
Develops and manages platform budget, licensing, and vendor relationships.
Serves as the primary point of contact for ServiceNow-related initiatives, communications, and escalations.
Ensures platform security, data integrity, and compliance with internal policies and external regulations.
Provides escalated technical support and troubleshooting for ServiceNow issues.
Leads or supports special projects, integrations, and process automation initiatives.
Manages ServiceNow documentation, including platform standards, procedures, and operations manuals.
Willingness and ability to travel as required (typically 10% to 15%).
Qualifications
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor’s degree and ten to twenty-five years related experience or equivalent combination.
Managed Technology or Technology Process Teams for more than ten years or teams of thirty or more technologists.
Excellent knowledge of technical management and data governance.
Knowledge of current trends in IT hardware and systems software field.
Database management skills with the ability to produce reports.
Familiarity with the support and troubleshooting of personal computers and tablet devices.
Analyze situations, evaluate alternatives, and implement robust solutions
Interpret guidelines and analyze information to adapt or modify processes in response to changing circumstances.
Duties may require non-routine analysis, research and follow-through
The position requires strong problem solving and analytical skills with the ability to work independently and exercise sound judgment
The ability to make commitments and be willing to be held accountable against them, organizing workloads to meet deadlines
Exhibit adaptability to accept or bring about change when needed
Strong written and verbal communication skills
The ability to excel in a team environment and advance overall team objectives
The ability to ensu
About the Company
Truist Financial Corporation is a purpose-driven financial services company committed to inspiring and building better lives and communities. As a leading U.S. commercial bank, Truist has leading market share in many of the high-growth markets across the country. Truist offers a wide range of products and services through our wholesale and consumer businesses, including consumer and small business banking, commercial banking, corporate and investment banking, wealth management, payments, and specialized lending businesses. H...
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