About this role
Job Description
We are looking for avisionary, technically deep, and engineering-led ServiceNow Platform Ownerto lead BlackRock's enterprise ServiceNow capabilities. This is a senior leadership role at the intersection of platform engineering,AI-enabled automation, and enterprise service management — sitting at the heart of how BlackRock delivers operational resilience, service excellence, and technology transformation at scale.
As Director and Platform Owner, you will bringexpert-level technical fluency in ServiceNowand a hands-on engineering mindset to define how the platform is architected, evolved, and scaled. You will lead a large, globally distributed internal team —settingthe technical bar, embeddingAI-first thinkinginto every layer of the platform, and ensuring delivery is grounded in engineeringrigour, scalable design, and measurable business outcomes.
Business Overview
TheService Platform & Observability (SPO)team supports and manages production environments across BlackRock, including subsidiaries and clients of BlackRock Solutions. Our scope spans key ServiceNow modules, batch orchestrators, data transfer services, and observability tooling that are critical to business operations and regulatory compliance. The ServiceNow platform is a foundational capability enablingITSM, ITOM, ITAM, HRSD, and enterprise workflow automation across the firm. This role owns that capability end-to-end.
Role Responsibility
Own and drive the enterprise ServiceNow platform technical strategy, including multi-year roadmap development, module prioritization, and architectural direction — ensuring alignment with BlackRock's broader technology and operational resilience goals.
Lead, develop, and growtheServiceNowPlatformteam, including engineers, developers, business analysts, and contingent workers, fostering a culture of technical excellence, accountability, and continuous improvement.
Own the technical architecture and engineering standardsfor the ServiceNow platform —establishingscalable design patterns, scripting standards, integration frameworks, and platform governance that enable high-quality, consistent delivery at enterprise scale.
Drive the integration ofAI and intelligent automation capabilitiesinto the ServiceNow platform, includingNow Assist, generative AI workflows, agentic automation, and predictive analytics — ensuring BlackRockremainsat the leading edge of enterprise service management.
Define and embed AI-first engineering practicesacross the team — from prompt-driven workflow design and ML-assisted triage to intelligent observability integrations — making AI a core capability of how the platformoperatesrather than an add-on.
Establish and enforce platform governance, including change control standards,CMDBintegrity,CSDMalignment, release management practices, and compliance with regulatory frameworks includingDORAand internal audit requirements.
Collaborate with senior business and technology leadersacross the firm to translate strategicobjectivesinto platform capabilities, ensuring ServiceNow investments deliver measurable operational and financial value.
Oversee and mature integrationsbetween ServiceNow and critical enterprise systems includingSplunk, Grafana, PagerDuty, Azure DevOps, Snowflake, and third-party development partners.
Drive cost transparency and value trackingacross all ServiceNow enhancements, owning the platform's financial posture and ensuring return on investment is clearly articulated to leadership.
Champion platformmodernisation, including the retirement of legacy tools and processes, migration to cloud-native ServiceNow capabilities, and adoption of hub-and-spoke operating models for scalable governance.
Represent the ServiceNow platformin firm-wide technology forums and vendor governance meetings, including managing BlackRock's relationship with ServiceNow as a strategic partner.
Additional Responsibilities
Maintain visibility into platform availability, performance, and incident trends, with accountability forMean Time to Recovery (MTTR)and SLA compliance across all ServiceNow-supported services.
Ensure the platform's operational healththrough structured capacity planning, proactive risk identification, and robust business continuity practices.
Lead regular platform reviewswith senior stakeholders, providing structured reporting on roadmap progress,deliverymetrics, risks, and strategic outcomes.
Oversee the full ServiceNow instance administration posture— including delegation of groups, workflow governance, ACL management, CMDB standards, and catalogue integrity — ensuring adherence to best practices at scale.
Drive talent strategy for the ServiceNow team, including hiring, performance management, career development, and succession planning for key engineering and delivery roles.
Partner with internal audit, risk, and compliance teamsto ensure the platform meets all regulatory and operational resilience requirements, including evidence generation for audit readiness.
Skills / Experience Required
15+ years of technology experience, with a minimum of10 years of deep, hands-on ServiceNowexpertisespanning architecture, development, and platform ownership across multiple modules includingITSM, ITOM, ITAM, HRSD, and CSM.
Expert-level technicalproficiencyin ServiceNow architecture, scripting (JavaScript,GlideRecord, REST/SOAP integrations), workflow design,CMDB/CSDM, and platform security and access control.
Hands-on experience with AI and automation capabilitieson the ServiceNow platform, includingNow Assist, machine learning integrations, agentic workflows, and int
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