Staff ServiceNow Platform Lead

Zoox is looking for a Staff-level ServiceNow Platform Lead to own the long-term vision and strategic direction for our ServiceNow platform, while also staying hands-on enough to build, prototype, and directly evaluate the technical work delivered by others. Day-to-day operational support and steady-state ticket/config work will be delivered by a managed services partner, but this person is expected to roll up their sleeves on high-value, high-visibility, or novel work — new module rollouts, architecture proofs-of-concept, complex integrations — rather than hand everything to the vendor.

This role requires someone who has deep ServiceNow development experience and has grown into a strategic, vendor-facing leader — someone equally comfortable setting a multi-year platform vision with executive stakeholders, writing/reviewing flows and scripts themselves when it matters, and holding a managed services vendor and contractor team accountable to SLAs and outcomes.

Zoox is looking for a Staff-level ServiceNow Platform Lead to own the long-term vision and strategic direction for our ServiceNow platform, while also staying hands-on enough to build, prototype, and directly evaluate the technical work delivered by others. Day-to-day operational support and steady-state ticket/config work will be delivered by a managed services partner, but this person is expected to roll up their sleeves on high-value, high-visibility, or novel work — new module rollouts, architecture proofs-of-concept, complex integrations — rather than hand everything to the vendor.

This role requires someone who has deep ServiceNow development experience and has grown into a strategic, vendor-facing leader — someone equally comfortable setting a multi-year platform vision with executive stakeholders, writing/reviewing flows and scripts themselves when it matters, and holding a managed services vendor and contractor team accountable to SLAs and outcomes.

In this role, you will:

• Own and evangelize the strategic vision and multi-year roadmap for the ServiceNow platform across Zoox, aligning platform investment with business priorities
• Perform hands-on development, configuration, and architecture work directly on ServiceNow for strategic initiatives, complex integrations, and situations where speed, quality, or sensitivity call for it rather than delegating to the vendor or contractors
• Serve as the primary business and technical owner directing a managed services vendor's day-to-day operations, holding them accountable to SLAs, quality, and roadmap commitments
• Manage and mentor two ServiceNow contractors (one Staff, one mid-level), assigning priorities, reviewing/co-developing their work, and ensuring it aligns with platform strategy and standards
• Own vendor lifecycle and platform governance: RFP/selection support, contract and SOW review input, onboarding, performance reviews, and architecture/release standards for both internal and vendor-delivered work

Qualifications:

• 10+ years of experience working with ServiceNow, including 5+ years in a technical architecture/design capacity, with continued active hands-on development skills (flow designer, scripting, integrations, app development)
• Deep, current working knowledge of ServiceNow architecture across ITSM, ITOM, ITAM, IntegrationHub, and platform/app development — able to design and build solutions personally, not just review others' work
• Proven experience directing or governing a managed services provider or SI partner for a platform of similar scale and complexity
• Strong vendor management skills: SOW/SLA definition, performance reviews, escalation management, and commercial acumen
• Track record of building and presenting platform roadmaps and vision to executive or senior leadership audiences

Bonus Qualifications:

• Experience managing contractors or vendor teams: setting priorities, reviewing quality, and holding delivery accountable, while still being able to jump in and build when needed
• Excellent stakeholder management and communication skills across technical and non-technical audiences
• Certifications required: Certified System Administrator (CSA); Certified Application Developer (CAD)
• Certifications strongly preferred: Certified Technical Architect (CTA)
• Certified Implementation Specialist (ITSM, HAM, or Discovery)

About ZooxZoox is developing the first ground-up, fully autonomous vehicle fleet and the supporting ecosystem required to bring this technology to market. Sitting at the intersection of robotics, machine learning, and design, Zoox aims to provide the next generation of mobility-as-a-service in urban environments. We’re looking for top talent that shares our passion and wants to be part of a fast-moving and highly execution-oriented team.
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AccommodationsIf you need an accommodation to participate in the application or interview process please reach out to accommodations@zoox.com or your assigned recruiter.
A Final Note:You do not need to match every listed expectation to apply for this position. Here at Zoox, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.