Platform Owner, ServiceNow

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. We are looking for a technical manager to lead, scale, and evolve our ServiceNow platform. You will champion a strategic vision for a platform supporting 7,000+ users, balancing deep technical acumen with people leadership to drive platform innovation and deliver complex, high-value initiatives. As the primary technical authority, you will navigate ambiguous priorities to translate business needs into robust, scalable, and secure architecture. By mentoring a high-performing team and fostering a culture of technical excellence, you will ensure our ServiceNow ecosystem remains a resilient, long-term asset aligned with Toast’s enterprise strategy. A day in the life (Responsibilities) • Define and Drive the long-term platform vision and technical strategy, ensuring alignment business needs and scaling requirements. Architect data-driven roadmaps that prioritize high-value automation, platform UX/UI optimization, and the integration of emerging AI capabilities (NowAssist, Virtual Agent, MCP Integrations). • Hands-on execution, configuration, and customization of the platform while leading the technical architecture and engineering of the ServiceNow ecosystem, governing system design, integration frameworks, and data-driven platform optimizations. • Direct the full product lifecycle for ServiceNow modules, aggressively managing technical debt and balancing new feature velocity with platform stability. • Establish and enforce rigorous performance metrics and service level agreements across all ServiceNow workflows to ensure optimal system responsiveness and user productivity. • Oversee structural integrity through security hardening, biannual upgrade cycles, and hands-on guidance for Flow Designer and IntegrationHub development, and Performance management. • Act as the primary technical authority for business stakeholders, proactively translating complex, ambiguous, or conflicting requirements into scalable, value-driven ServiceNow solutions. You will make independent, sound decisions to guide the team’s execution, ensuring continuous progress and preventing bottlenecks even when requirements are not fully defined. • Lead the engineering team with a focus on ownership, technical excellence, and the continuous adoption of platform best practices. What you'll need to thrive (Requirements) • 6-8+ years of development in ServiceNow, with 5+ years in product-focused and people management roles. • Proven experience customizing ServiceNow to fit business needs in a scalable and sustainable manner. • Deep expertise in core ServiceNow modules (ITSM, CMDB, GRC) and familiarity with new emerging areas and features. • Proficient in standing up NowAssist, Virtual Agent, and integrating AI tools into platform workflows. Proficient in building MCP, integrating AI tools, standing up ServiceNow-specific AI features (e.g., NowAssist), and optimizing support bot/Virtual Agent functionality. • Strategic certifications: Certified System Administrator (CSA) required; CIS-ITSM preferred. • Strong technical background with hands-on platform development skills in JavaScript scripting (Glide API, Script Includes), Workflow Studio, Flow Designer, REST APIs and Workflow Data Fabric integrations, building modern portals via UI Builder and the Next Experience framework, custom scoped applications, and Automated Test Framework (ATF). What will help you stand out (Nonessential Skills/Nice to Haves) • Hands-on experience with identity and access management integrations (e.g. SailPoint). • Proficiency in managing complex third-party service integrator relationships and