Sr. Manager - ServiceNow Team

Company OverviewKLA 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/DivisionThe 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 QualificationsWe 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, MIKey Responsibilities:Technical LeadershipProvide technical direction and architectural guidance for ServiceNow implementations across multiple modulesLead complex ServiceNow projects including upgrades, integrations, and custom application developmentOversee CMDB strategy, data governance, and accuracy initiatives to ensure reliable IT asset visibilityEnsure adherence to ServiceNow best practices, coding standards, and governance frameworksReview and approve technical designs, workflows, and customizationsStay current with ServiceNow platform updates, new features, and emerging capabilitiesPeople ManagementManage, mentor, and develop a team of ServiceNow administrators, developers, and analystsConduct performance reviews, set goals, and create individual development plansFoster a collaborative, innovative team culture focused on continuous learningProvide coaching and technical guidance to team members at various skill levelsManage resource allocation and workload distribution across the teamOperational ExcellenceOversee day-to-day ServiceNow platform operations, maintenance, and supportEnsure SLA compliance and maintain high service quality standardsLead incident response and problem resolution for platform issuesManage vendor relationships and coordinate with ServiceNow support when neededDevelop and maintain team documentation, procedures, and knowledge baseStrategic PlanningLead the ServiceNow roadmap planning and technology strategyDevelop and maintain analytics frameworks to measure team performance and platform effectivenessCreate executive-level dashboards and reports to demonstrate business value and ROIIdentify opportunities for process improvement and automation using data-driven insightsSupport business stakeholders in defining requirements and solution approachesMinimum QualificationsEducation & ExperienceBachelor's degree or equivalent experience in Computer Science, Information Technology, Engineering, or related technical fieldMinimum three (3) years of direct experience leading and/or managing large technical teams is essentialEight (8) years of hands-on ServiceNow experienceExperience working in multinational corporate environments - and advantageTechnical RequirementsServiceNow Expertise: Deep knowledge of core ServiceNow modules including:IT Service Management (ITSM) - Incident, Problem, Change, Service CatalogConfiguration Management Database (CMDB) - CI relationships, data integrity, health monitoringPerformance Analytics and Reporting - critical metrics, dashboards, and business intelligenceCustomer Service Management (CSM)Security Incident Response (SIR)ServiceNow App Engine and Platform capabilitiesCMDB Management: Expertise in:CMDB design, implementation, and ongoing governanceConfiguration Item (CI) identification, classification, and relationship mappingCMDB data quality management and health scoringIntegration with discovery tools and automated population strategiesCMDB analytics and reporting for IT asset visibilityCompliance with ITIL configuration management processesAnalytics & Reporting: Proficiency in:ServiceNow Performance Analytics implementation and configurationDashboard creation and data visualization guidelinesbenchmark development and metrics strategy aligned with business objectivesAdvanced reporting using Report Builder and scheduled reportingData analysis and trend identification for operational insightsIntegration with external BI tools and data warehousesDevelopment Skills: Proficiency in:JavaScript, Glide APIs, and ServiceNow scriptingServiceNow Flow Designer and WorkflowREST/SOAP web services and integrationsHTML, CSS, and UI customizationDatabase concepts and ServiceNow data modelingA deep understanding of Secure Development Life Cycle (SDLC)CertificationsServiceNow Certified System Administrator (CSA) - RequiredITIL 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 attalent.acquisition@kla.com or at +1-408-352-2808 to request accommodation.Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees. KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLA's Careers website for legitimate job postings. KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers. If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to talent.acquisition@kla.com to confirm the person you are communicating with is an employee. 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