Senior Manager, Service Now Platform

About Zscaler Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability. We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. Role We are looking for a Senior Manager, Service Now Platform to join our team. This is a hybrid (San Jose, CA) or remote role, reporting to the Director, IT Applications in the IT Corporate Apps department. In this position, you will lead the architecture, engineering excellence, and team development for our ServiceNow ecosystem while defining and executing the strategy to adopt cutting-edge AI capabilities that drive operational efficiency. What you’ll do (Role Expectations) - Establish and enforce strict out-of-the-box design standards, reusable integration patterns, and platform guardrails to minimize technical debt and ensure zero-disruption platform upgrades - Define and execute the strategy for adopting modern ServiceNow AI capabilities—including Now Assist, Generative AI, and AI Agents—to automate business processes and reduce operational overhead - Drive a high-velocity development model utilizing Agile practices, rapid prototyping, and iterative sprint cycles to translate business strategy into fast MVP releases - Build, direct, and mentor a high-performing team of ServiceNow developers, technical leads, and architects, fostering a culture of continuous learning and accountability - Modernize engineering practices by expanding Automated Test Framework coverage, establishing CI/CD deployment pipelines, and standardizing source control governance Who You Are (Success Profile) - You act like an owner, operating with high integrity and navigating seamlessly between high-level strategy and hands-on execution. - You are a problem-solver who is energized by complex challenges and focused on delivering high-impact solutions. - You are a high-trust collaborator who fosters team ambition and embraces constructive feedback with clarity and respect. - You are customer-obsessed, anchoring your decisions in solving real-world problems for internal and external partners. - You are resilient and adaptable, navigating change with composure and guiding your team through complexity with a steady hand. What We’re Looking for (Minimum Qualifications) - Drive the evaluation, deployment, and scaling of ServiceNow AI capabilities, including Now Assist, AI Agents, Virtual Agent, and predictive workflows - 10+ years of hands-on ServiceNow architecture and development experience, with deep proficiency in JavaScript, APIs, IntegrationHub, and core platform suites - 3+ years managing direct reports, including developers, architects, and QA engineers, with a proven track record of establishing engineering quality standards - Demonstrated experience driving modern engineering practices such as source control, CI/CD pipelines, automated testing, and developer productivity standards - Strong stakeholder management skills with a bias toward action, translating business strategy into rapid MVP releases while managing technical debt What Will Make You Stand Out (Preferred Qualifications) - Deep expertise in designing modular, scalable systems while favoring out-of-the-box functionality over custom code to ensure seamless platform upgrades - Proven ability to accelerate release velocity using Agile methodologies, automated testing frameworks, and CI/CD pipelines - Hands-on experience or clear architectural strategy for implementing ServiceNow Now Assist, LLM integrations, AI Agents, or intelligent workflow automation #LI-DY1 #ServiceNowLead Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for