Platform Owner, ServiceNow

<p>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.</p> <p>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.</p> <p><strong>A day in the life (Responsibilities)&nbsp;</strong></p> <ul> <li><strong>Define and Drive </strong>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).</li> <li><strong>Hands-on execution, configuration, and customization of the platform </strong>while leading the technical architecture and engineering of the ServiceNow ecosystem, governing system design, integration frameworks, and data-driven platform optimizations.</li> <li><strong>Direct the full product lifecycle </strong>for ServiceNow modules, aggressively managing technical debt and balancing new feature velocity with platform stability.&nbsp;</li> <li><strong>Establish and enforce rigorous performance metrics </strong>and service level agreements across all ServiceNow workflows to ensure optimal system responsiveness and user productivity.</li> <li><strong>Oversee structural integrity</strong> through security hardening, biannual upgrade cycles, and hands-on guidance for Flow Designer and IntegrationHub development, and Performance management.</li> <li><strong>Act as the primary technical authority </strong>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.</li> <li><strong>Lead the engineering team</strong> with a focus on ownership, technical excellence, and the continuous adoption of platform best practices.</li> </ul> <p><strong>What you'll need to thrive (Requirements)&