Senior Manager, Service Now Platform

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform. We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler. 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 new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training. The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits. Base Pay Range $164,500—$235,000 USD At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure. Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including: • Various health plans • Time off plans for vacation and sick time • Parental leave options • Retirement options • Education reimbursement • In-office perks, and more! Learn more about Zscaler's hybrid working model and benefits here. By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines. Zscaler is committed to providing equal employme