| Location | Allentown, PA |
All current openings
Product Analyst III hybrid near any of the 3 offices: Lexington or Louisville KY, Johnston, RI or Allentown, PA
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Job Description
The Platform Owner is a senior leader with overall accountability for the ServiceNow platform. This role has direct responsibility for ensuring strategic alignment between platform capabilities, business objectives, and organizational governance. The Platform Owner is empowered with executive authority to make decisions impacting platform direction, architecture, and operations while serving as the executive champion for the platform operations team.
The Platform Owner drives value realization by identifying new business outcomes the platform enables, presiding over technical and design governance decisions, and ensuring a seamless user experience aligned with enterprise platform strategy.
Primary Responsibilities
Strategic Platform Leadership
Leads the platform operations team in establishing clear alignment with business strategy, technology roadmap, and enterprise governance frameworks. Articulates the vision and business value of building, supporting, and continuously developing the platform across the organization.
Creates the overall platform roadmap and shapes demand for enterprise platform consumption in alignment with business priorities and resource constraints.
Platform Operations & Accountability
Maintains overall ownership and oversight of all ServiceNow instances across the enterprise, ensuring optimal performance, security posture, and business value delivery.
Manages application escalations, monitors platform health, and oversees platform operations and maintenance activities. Serves as the final escalation point for critical platform issues.
Governance & Demand Management
Presides over the Program Governance & Steering Committee and technical governance board. Actively contributes to and shapes governance policies, ensuring platform decisions align with enterprise standards and risk management frameworks.
Leads demand management and demand review board activities, prioritizing platform investments and ensuring resource allocation reflects business strategy.
Presides over design configuration decisions to ensure a seamless, consistent user experience that aligns with platform design strategy and enterprise standards.
Value Maximization
Identifies and champions new business outcomes the platform enables, driving adoption of new capabilities and maximizing return on platform investment.
Collaborates with business leaders to uncover use cases, measure value realization, and communicate platform impact across the organization.
Required Skills & Competencies
Technical & Platform Knowledge
Expert-level understanding of ServiceNow platform capabilities, architecture, and configuration.
Deep experience with Enterprise IT Service Management (ITSM), IT Financial Management, and IT Operations Management (ITOM) concepts and best practices.
Product management experience in platform ecosystems and managing complex technology portfolios at scale.
Leadership & Stakeholder Management
Executive-level management experience with P&L accountability and strategic business planning.
Exceptional communication skills, both written and verbal, with ability to translate technical concepts for executive audiences.
Demonstrated ability to develop and forge strong relationships, build consensus among competing stakeholders, and lead through influence across organizational boundaries.
Strong governance and risk management mindset with experience in compliance frameworks, audit, and control environments.
Key Accountabilities
Results Ownership
Accountable for platform uptime, performance targets, and service level agreements. Responsible for business continuity and disaster recovery capabilities.
Team Leadership & Development
Leads and develops the platform operations team. Ensures clear accountability, performance management, and career development opportunities for team members.
Decision Authority
Makes final decisions on platform architecture, configuration standards, and technology investments within governance frameworks.
Escalation Authority
Serves as executive escalation point for critical platform issues, providing resolution and communication to senior leadership and business stakeholders.
Governance & Committee Involvement
The Platform Owner plays an active role in the following governance bodies:
Program Governance & Steering Committee - Sets platform strategy and approves major initiatives
Demand Management & Demand Review Board - Prioritizes and allocates platform development resources
Technical Governance Board - Establishes and enforces platform standards, architecture decisions, and design principles
Platform Operations & Management - Oversees day-to-day operations, performance, and service delivery
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Job details
Job ID JPC - 211518
Location Allentown, Pennsylvania, United States
Work Model On-site
Employment Type W-2 Hourly
Job Type Contract
Experience 2-5 years
Industry Energy - Utilities - Gas - Electric
Posted October 19, 2026
Skills Enterprise IT Service Management IT Financial Management IT OPERATIONS MANAGEMENT
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