ServiceNow Platform - Supervisor

Job Summary

The ServiceNow Platform Supervisor (M1) leads a cross‑functional squad of Developers (P3/P2) and Business Analysts (P3/P2) to deliver stable, scalable, and upgradeable solutions on the Now Platform. This role orchestrates day‑to‑day run operations (health checks, incident/defect intake), Agile planning and execution (backlog, sprints, releases), change/release governance, and continuous improvement while coaching team members and standardizing ways of working. The Supervisor partners with the Platform Owner, process owners, and architecture/governance boards to ensure outcomes align with strategy and follow OOTB‑first standards.

Span of Control

• Direct reports: Dev P3, Dev P2, BA P3, BA P2 (matrix with Platform Owner and process owners).
• Primary workstreams: ITSM and scoped apps; platform reliability (run), Agile delivery (build), change/release, UAT coordination, metrics & reporting.

Essential Duties & Responsibilities

1) People Leadership & Team Operations

• Lead, coach, and develop P3/P2 Dev and BA staff; set goals, manage performance, run 1:1s, and build a learning culture (peer review, lunch‑and‑learns, playbooks).
• Coordinate daily platform operations: health checks, ticket intake (incidents/defects/requests), platform maintenance, patching, and support SRT calls for major incidents.
• Present monthly metrics to leadership (backlog health, delivery throughput, release quality, incident trends) and drive action plans.

2) Agile Planning & Delivery (Scrum cadence)

• Own the team backlog flow with the Product Owner: intake triage, refinement, estimation, sprint planning, reviews/retros, and release readiness for 2‑week sprints. Ensure the right Agile roles/permissions and boards are in place in ServiceNow Agile (e.g., scrum_admin/scrum_master/product_owner roles).
• Guide BAs to translate business needs into Epics/Features/Stories with acceptance criteria, process/data flows, and wireframes; ensure stories are “ready” and testable before sprint commitment.

3) Business Analysis & UAT Management

• Standardize requirements practices (elicitation, functional specs, process/data flows) and ensure traceability from requirement → story → test.
• Plan and run UAT with business leads (scope, scripts, data, schedule, sign‑off), especially around upgrades where integrations and environment parity matter.

4) Platform Upgrades & Patching

• Oversees squad readiness for bi‑annual family upgrades and quarterly patches: review notes, clone‑upgrade‑test in sub‑prod, run ATF suites, and resolve skipped records via Upgrade Center/merge tooling with update‑set propagation.
• Involved in tracking and reduce skipped‑record volume over time through baseline alignment and customization hygiene.

5) Stakeholder & Vendor Management

• Be the day‑to‑day platform POC for product/process owners, security/compliance, infra, and vendor partners; escalate risks early and translate status into business outcomes.

6) Continuous Improvement

• Harvest “lessons learned” from incidents and releases into runbooks/playbooks, simplify workflows, retire technical/process debt, and feed the roadmap through Demand/Portfolio governance.

Qualifications

Required

• 6–10 years in enterprise IT; 3+ years hands-on on the Now Platform (ITSM/scoped apps), with proven supervision of mixed Dev/BA teams.
• Demonstrated leadership of Agile Scrum delivery (backlog → sprint → release) using ServiceNow Agile/boards and role design.
• Working knowledge of ITIL (Incident/Problem/Change/Request) and governance basics (intake/portfolio/technical boards).
• Excellent facilitation and communication ability to lead SRT calls, UAT cycles, CAB discussions, and exec‑level updates.

Preferred

• ServiceNow CSA, CAD, CIS‑ITSM; ITIL v4 Foundation.
• Experience with SPM/Agile at scale (demand → portfolio → team backlogs) a plus.

Certifications (desired)

• ServiceNow: CSA, CAD, CIS‑ITSM. ITIL v4 Foundation. (Cloud provider certs are a plus given our hybrid landscape.)

Work Environment

• Hybrid; global collaboration across time zones. Agile – Scrum (2‑week sprints) with change windows coordinated via CAB and governance boards.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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