Sr. Manager - ServiceNow Team

Company Overview

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.

Group/Division

The Information Technology (IT) group at KLA is involved in every aspect of the global business. IT’s mission is to enable business growth and productivity by connecting people, process, and technology. It focuses not only on enhancing the technology that enables our business to thrive but also on how employees use and are empowered by technology. This integrated approach to customer service, creativity and technological excellence enables employee productivity, business analytics, and process excellence.

Job Description/Preferred Qualifications

We are seeking an experienced Sr. ServiceNow Team Manager to lead our enterprise ServiceNow development, implementation, and support teams. This role requires a seasoned professional who combines deep technical expertise in the ServiceNow platform with proven people management capabilities. The successful candidate will be responsible for driving technical excellence while fostering team growth and ensuring successful delivery of ServiceNow solutions across our global organization. This is a hybrid role and will be based at our Midwest Corporate HQ in Ann Arbor, MI

Key Responsibilities:

Technical Leadership

• Provide technical direction and architectural guidance for ServiceNow implementations across multiple modules

• Lead complex ServiceNow projects including upgrades, integrations, and custom application development

• Oversee CMDB strategy, data governance, and accuracy initiatives to ensure reliable IT asset visibility

• Ensure adherence to ServiceNow best practices, coding standards, and governance frameworks

• Review and approve technical designs, workflows, and customizations

• Stay current with ServiceNow platform updates, new features, and emerging capabilities

People Management

• Manage, mentor, and develop a team of ServiceNow administrators, developers, and analysts

• Conduct performance reviews, set goals, and create individual development plans

• Foster a collaborative, innovative team culture focused on continuous learning

• Provide coaching and technical guidance to team members at various skill levels

• Manage resource allocation and workload distribution across the team

Operational Excellence

• Oversee day-to-day ServiceNow platform operations, maintenance, and support

• Ensure SLA compliance and maintain high service quality standards

• Lead incident response and problem resolution for platform issues

• Manage vendor relationships and coordinate with ServiceNow support when needed

• Develop and maintain team documentation, procedures, and knowledge base

Strategic Planning

• Lead the ServiceNow roadmap planning and technology strategy

• Develop and maintain analytics frameworks to measure team performance and platform effectiveness

• Create executive-level dashboards and reports to demonstrate business value and ROI

• Identify opportunities for process improvement and automation using data-driven insights

• Support business stakeholders in defining requirements and solution approaches

Minimum Qualifications

Education & Experience

• Bachelor's degree or equivalent experience in Computer Science, Information Technology, Engineering, or related technical field

• Minimum three (3) years of direct experience leading and/or managing large technical teams is essential

• Eight (8) years of hands-on ServiceNow experience

• Experience working in multinational corporate environments – and advantage

Technical Requirements

• ServiceNow Expertise: Deep knowledge of core ServiceNow modules including:

  • IT Service Management (ITSM) - Incident, Problem, Change, Service Catalog

  • Configuration Management Database (CMDB) - CI relationships, data integrity, health monitoring

  • Performance Analytics and Reporting - critical metrics, dashboards, and business intelligence

  • Customer Service Management (CSM)

  • Security Incident Response (SIR)

  • ServiceNow App Engine and Platform capabilities

• CMDB Management: Expertise in:

  • CMDB design, implementation, and ongoing governance

  • Configuration Item (CI) identification, classification, and relationship mapping

  • CMDB data quality management and health scoring

  • Integration with discovery tools and automated population strategies

  • CMDB analytics and reporting for IT asset visibility

  • Compliance with ITIL configuration management processes

• Analytics & Reporting: Proficiency in:

  • ServiceNow Performance Analytics implementation and configuration

  • Dashboard creation and data visualization guidelines

  • benchmark development and metrics strategy aligned with business objectives

  • Advanced reporting using Report Builder and scheduled reporting

  • Data analysis and trend identification for operational insights

  • Integration with external BI tools and data warehouses

• Development Skills: Proficiency in:

  • JavaScript, Glide APIs, and ServiceNow scripting

  • ServiceNow Flow Designer and Workflow

  • REST/SOAP web services and integrations

  • HTML, CSS, and UI customization

  • Database concepts and ServiceNow data modeling

  • A deep understanding of Secure Development Life Cycle (SDLC)

Certifications

• ServiceNow Certified System Administrator (CSA) - Required

• ITIL Foundations - preferred

Base Pay Range: $135,600.00 - $230,500.00 Annually

Primary Location: USA-MI-Ann Arbor-KLA

KLA’s total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: medical, dental, vision, life, and other voluntary benefits, 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, development and career growth opportunities and programs, financial planning benefits, wellness benefits including an employee assistance program (EAP), paid time off and paid company holidays, and family care and bonding leave.

Interns are eligible for some of the benefits listed. Our pay ranges are determined by role, level, and location. The range displayed reflects the pay for this position in the primary location identified in this posting. Actual pay depends on several factors, including state minimum pay wage rates, location, job-related skills, experience, and relevant education level or training. We are committed to complying with all applicable federal and state minimum wage requirements where applicable. If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process.

               

KLA is proud to be an Equal Opportunity Employer. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at talent.acquisition@kla.com or at +1-408-352-2808 to request accommodation.

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