About this role Job Description

We are looking for a visionary, technically deep, and engineering-led Service Now Platform Owner to lead Black Rock's enterprise Service Now 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 Black Rock delivers operational resilience, service excellence, and technology transformation at scale.

As Director and Platform Owner, you will bring expert-level technical fluency in Service Now 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 Black Rock, including subsidiaries and clients of Black Rock Solutions. Our scope spans key Service Now modules, batch orchestrators, data transfer services, and observability tooling that are critical to business operations and regulatory compliance. The Service Now 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 Service Now platform technical strategy, including multi-year roadmap development, module prioritization, and architectural direction — ensuring alignment with Black Rock's broader technology and operational resilience goals.

• Lead, develop, and grow the Service Now 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 Service Now 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 Service Now platform, including Now Assist, generative AI workflows, agentic automation, and predictive analytics — ensuring Black Rock 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 Service Now investments deliver measurable operational and financial value.

• Oversee and mature integrations between Service Now and critical enterprise systems including Splunk, Grafana, Pager Duty, Azure DevOps, Snowflake, and third-party development partners.

• Drive cost transparency and value tracking across all Service Now 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 Service Now capabilities, and adoption of hub-and-spoke operating models for scalable governance.

• Represent the Service Now platform in firm-wide technology forums and vendor governance meetings, including managing Black Rock's relationship with Service Now 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 Service Now-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 Service Now 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 Service Now 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 of10 years of deep, hands-on Service Now expertise spanning architecture, development, and platform ownership across multiple modules including ITSM, ITOM, ITAM, HRSD, and CSM.

• Expert-level technical proficiency in Service Now architecture, scripting (JavaScript, Glide Record, REST/SOAP integrations), workflow design,CMDB/CSDM, and platform security and access control.

• Hands-on experience with AI and automation capabilities on the Service Now 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 insights within Service Now.

• Demonstrated experience leading and managing large, geographically distributed teams of engineers, developers, and analysts — with a track record of building high-performing, inclusive technology organisations.

• Proven ability to define and execute enterprise platform strategy, including roadmap ownership, governance design, and senior stakeholder engagement in a complex, regulated environment.

• Deep understanding of ITIL processes and their application at enterprise scale, including Incident, Problem, Change, Request, Knowledge Management, and Service Catalog governance.

• Experience integrating Service Now with enterprise observability and DevOps tooling such as Splunk, Grafana, Pager Duty, Azure DevOps, Prometheus, and Snowflake.

• Financial acumen and experience managing platform budgets, vendor relationships, and cost optimisation programmes — including demonstrable outcomes in spend reduction or value delivery.

• Strong communication and presentation skills, with the ability to translate complex technical concepts into business-relevant narratives for senior leadership audiences.

• Experience operating within regulated financial services or enterprise environments, with familiarity with frameworks such as DORA, SOX, or equivalent operational resilience standards.

• **Service Now Certified System Administrator (CSA)**required;**Certified Implementation Specialist (CIS)**in one or more modules strongly preferred;**Certified Technical Architect (CTA)**or Certified Master Architect (CMA) is a significant differentiator.

Preferred Experience

• Experience driving Service Now platform transformation programmes, including legacy tool retirement, large-scale migrations, or hub-and-spoke governance model implementations.

• Familiarity with Agile delivery frameworks and experience leading cross-functional product teams using tools such as Jira, Azure DevOps, or Service Now's native Agile capabilities.

• Prior experience in a financial services or investment management environment, with an understanding of the operational complexity and regulatory expectations of firms of Black Rock's scale.

• Demonstrated experience evaluating and onboarding third-party development partners and managing vendor performance against contractual and quality standards.

• Experience with Python or Core Java in the context of Service Now integrations and automation pipeline development.

• Working knowledge of DevOps tooling including Git, Maven, Jenkins, and Azure DevOps in the context of Service Now development lifecycle management.

Why Join Us

You will lead one of Black Rock's most strategically important technology platforms — one that underpins how the firm manages operations, responds to incidents, automates workflows, and delivers service across a global organisation. This is a rare opportunity for a deeply technical platform leader to shape the future of enterprise service management at scale, embed AI-driven engineering into the heart of firm operations, and build a team and culture that sets the standard for platform excellence. You will work alongside world-class technologists, business leaders, and risk professionals in an environment that values curiosity, technical rigour, accountability, and continuous innovation.

For New York, NY Only the salary range for this position is USD**$215,000.00** - USD**$275,000.00** . Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits. Black Rock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance. USD**$200,000.00** - USD**$250,000.00** . Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits. Black Rock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance. USD**$186,500.00** - USD**$232,500.00** . Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits. Black Rock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance.

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

Black Rock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at Black Rock.

About Black Rock

At Black Rock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

Black Rock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees, and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law.

View the[EEOC’s Know Your Rights poster and its supplement](https: //www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights.pdf)and thepay transparency statement.

Black Rock is committed to full inclusion of all qualified individuals and to providing reasonable accommodations or job modifications for individuals with disabilities. If reasonable accommodation/adjustments are needed throughout the employment process, please email [Disability.

Assistance@blackrock.com](mailto:Disability.

Assistance@blackrock.com). All requests are treated in line with our privacy policy.

Black Rock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.