ServiceNow Platform Owner, Director

About this role

About this role

Job Description We are looking for a visionary, technically deep, and engineering-led ServiceNow Platform Owner to 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 bring expert-level technical fluency in ServiceNow and a hands-on engineering mindset to define how the platform is architected, evolved, and scaled. You will lead a large, globally distributed internal team — setting the technical bar, embedding AI-first thinking into every layer of the platform, and ensuring delivery is grounded in engineering rigour, scalable design, and measurable business outcomes. Business Overview The Service 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 enabling ITSM, 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 grow the ServiceNow Platform team, including engineers, developers, business analysts, and contingent workers, fostering a culture of technical excellence, accountability, and continuous improvement.

Own the technical architecture and engineering standards for the ServiceNow platform — establishing scalable design patterns, scripting standards, integration frameworks, and platform governance that enable high-quality, consistent delivery at enterprise scale.

Drive the integration of AI and intelligent automation capabilities into the ServiceNow platform, including Now Assist, generative AI workflows, agentic automation, and predictive analytics — ensuring BlackRock remains at the leading edge of enterprise service management.

Define and embed AI-first engineering practices across the team — from prompt-driven workflow design and ML-assisted triage to intelligent observability integrations — making AI a core capability of how the platform operates rather than an add-on.

Establish and enforce platform governance, including change control standards, CMDB integrity, CSDM alignment, release management practices, and compliance with regulatory frameworks including DORA and internal audit requirements.

Collaborate with senior business and technology leaders across the firm to translate strategic objectives into platform capabilities, ensuring ServiceNow investments deliver measurable operational and financial value.

Oversee and mature integrations between ServiceNow and critical enterprise systems including Splunk, Grafana, PagerDuty, Azure DevOps, Snowflake, and third-party development partners.

Drive cost transparency and value tracking across all ServiceNow enhancements, owning the platform's financial posture and ensuring return on investment is clearly articulated to leadership.

Champion platform modernisation, 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 platform in 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 for Mean Time to Recovery (MTTR) and SLA compliance across all ServiceNow-supported services.

Ensure the platform's operational health through structured capacity planning, proactive risk identification, and robust business continuity practices.

Lead regular platform reviews with senior stakeholders, providing structured reporting on roadmap progress, delivery metrics, 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 teams to 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 of 10 years of deep, hands-on ServiceNow expertise spanning architecture, development, and platform ownership across multiple modules including ITSM, ITOM, ITAM, HRSD, and CSM.

Expert-level technical proficiency in 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 capabilities on the ServiceNow platform, including Now Assist, machine learning integrations, agentic workflows, and intelligent alerting — with a forward-looking, practitioner-level perspective on enterprise AI adoption.

Demonstrated ability to architect and deliver AI-first platform solutions — including the design of automated triage, intelligent routing, generative AI-assisted self-service, and ML-driven operational

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