ServiceNow Platform & Enterprise Applications Support Manager
Mizuho, Woodbridge, NJ, United States
Join Mizuho as a ServiceNow Platform & Enterprise Applications Support Manager!
In this role you will be accountable for the overall operational stability, governance, and control environment of the ServiceNow platform and a portfolio of enterprise applications. The role provides senior‑level ownership of platform administration, access governance, release oversight, certificate management, and production risk management.
Operating within the Run‑the‑Bank (RTB) organization, this position partners closely with application development, infrastructure, information security, audit, risk, and business stakeholders to ensure the platform operates in a stable, compliant, and well‑controlled manner.
Key Responsibilities
Platform Ownership and Governance
Provide senior ownership and oversight of the ServiceNow production platform
Ensure platform stability, configuration standards, and access governance are maintained
Oversee user access controls, role design, and segregation of duties in accordance with policy
Provide governance oversight for integrations, certificates, and overall platform health
Oversee platform releases, patches, and upgrades in coordination with development teams
Act as the senior escalation point for ServiceNow‑related production incidents and problems
Partner with audit and risk teams to support compliance with internal controls and regulatory expectations
Operational Risk and Control Management
Ensure adherence to ITSM best practices across Incident, Problem, Change, and CMDB processes
Maintain accountability for platform documentation, operational procedures, and runbooks
Support internal and external audit activities, including response to audit findings and inquiries
Identify operational risks and ensure appropriate remediation plans are executed
Drive continuous improvement initiatives across platform operations and support processes
Enterprise Application Oversight
Provide governance and operational oversight for assigned enterprise applications
Ensure certificate renewals, configuration changes, and vendor activities are appropriately managed
Serve as the escalation authority for complex user support and vendor‑related issues
Ensure documentation and minimum support standards are maintained for lightly supported tools
Partner with business stakeholders to ensure applications continue to meet operational needs
Stakeholder and Team Engagement
Act as a senior point of contact for business and technology stakeholders
Communicate platform health, risks, and improvement initiatives to leadership audiences
Oversee coordination with offshore L1/L2 support teams and ensure effective support coverage
Provide guidance and direction during complex production or operational issues
Required Qualifications
5+ years of experience supporting and administering ServiceNow in a production environment
Strong knowledge of ITSM processes, including Incident, Change, Problem, and CMDB
Experience with access governance, role design, and control enforcement
Experience overseeing integrations and digital certificate management
Understanding of Run‑the‑Bank and production support operating models
Demonstrated ability to partner effectively across technical, risk, and business functions
Strong documentation, governance, and control mindset
Preferred Qualifications
ServiceNow Certified System Administrator (CSA)
Experience in financial services or other regulated environments
Experience supporting multiple enterprise SaaS platforms
Familiarity with audit, risk management, and compliance processes
Experience working with offshore or globally distributed support teams
Core Competencies
Accountability and ownership mindset
Strong executive‑level communication skills
Operational discipline and attention to risk
Control awareness and sound judgment
Executive presence and professionalism
Ability to operate independently with limited oversight
Salary & Benefits
The expected base salary ranges from $111k-$180k. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications and licenses obtained. Market and organizational factors are also considered. In addition to salary and a generous employee benefits package, successful candidates are eligible to receive a discretionary bonus.
Other Requirements
Mizuho has in place a hybrid working program, with varying opportunities for remote work depending on the nature of the role, needs of your department, as well as local laws and regulatory obligations. Roles in some of our departments have greater in‑office requirements that will be communicated to you as part of the recruitment process.
Company Overview
Mizuho Financial Group, Inc. is the 15th largest bank in the world as measured by total assets of ~$2 trillion. Mizuho's 60,000 employees worldwide offer comprehensive financial services to clients in 35 countries and 800 offices throughout the Americas, EMEA and Asia. Mizuho Americas is a leading provider of corporate and investment banking services to clients in the US, Canada, and Latin America. Through its acquisition of Greenhill, Mizuho provides M&A, restructuring and private capital advisory capabilities across Americas, Europe and Asia. Mizuho Americas employs approximately 3,500 professionals, and its capabilities span corporate and investment banking, capital markets, equity and fixed income sales & trading, derivatives, FX, custody and research. Visit www.mizuhoamericas.com. Mizuho Americas offers a competitive total rewards package. We are an EEO/AA Employer - M/F/Disability/Veteran. We participate in the E-Verify program. We maintain a drug‑free workplace and reserve the right to require pre‑ and post‑hire drug testing as permitted by applicable law.
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In this role you will be accountable for the overall operational stability, governance, and control environment of the ServiceNow platform and a portfolio of enterprise applications. The role provides senior‑level ownership of platform administration, access governance, release oversight, certificate management, and production risk management.
Operating within the Run‑the‑Bank (RTB) organization, this position partners closely with application development, infrastructure, information security, audit, risk, and business stakeholders to ensure the platform operates in a stable, compliant, and well‑controlled manner.
Key Responsibilities
Platform Ownership and Governance
Provide senior ownership and oversight of the ServiceNow production platform
Ensure platform stability, configuration standards, and access governance are maintained
Oversee user access controls, role design, and segregation of duties in accordance with policy
Provide governance oversight for integrations, certificates, and overall platform health
Oversee platform releases, patches, and upgrades in coordination with development teams
Act as the senior escalation point for ServiceNow‑related production incidents and problems
Partner with audit and risk teams to support compliance with internal controls and regulatory expectations
Operational Risk and Control Management
Ensure adherence to ITSM best practices across Incident, Problem, Change, and CMDB processes
Maintain accountability for platform documentation, operational procedures, and runbooks
Support internal and external audit activities, including response to audit findings and inquiries
Identify operational risks and ensure appropriate remediation plans are executed
Drive continuous improvement initiatives across platform operations and support processes
Enterprise Application Oversight
Provide governance and operational oversight for assigned enterprise applications
Ensure certificate renewals, configuration changes, and vendor activities are appropriately managed
Serve as the escalation authority for complex user support and vendor‑related issues
Ensure documentation and minimum support standards are maintained for lightly supported tools
Partner with business stakeholders to ensure applications continue to meet operational needs
Stakeholder and Team Engagement
Act as a senior point of contact for business and technology stakeholders
Communicate platform health, risks, and improvement initiatives to leadership audiences
Oversee coordination with offshore L1/L2 support teams and ensure effective support coverage
Provide guidance and direction during complex production or operational issues
Required Qualifications
5+ years of experience supporting and administering ServiceNow in a production environment
Strong knowledge of ITSM processes, including Incident, Change, Problem, and CMDB
Experience with access governance, role design, and control enforcement
Experience overseeing integrations and digital certificate management
Understanding of Run‑the‑Bank and production support operating models
Demonstrated ability to partner effectively across technical, risk, and business functions
Strong documentation, governance, and control mindset
Preferred Qualifications
ServiceNow Certified System Administrator (CSA)
Experience in financial services or other regulated environments
Experience supporting multiple enterprise SaaS platforms
Familiarity with audit, risk management, and compliance processes
Experience working with offshore or globally distributed support teams
Core Competencies
Accountability and ownership mindset
Strong executive‑level communication skills
Operational discipline and attention to risk
Control awareness and sound judgment
Executive presence and professionalism
Ability to operate independently with limited oversight
Salary & Benefits
The expected base salary ranges from $111k-$180k. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications and licenses obtained. Market and organizational factors are also considered. In addition to salary and a generous employee benefits package, successful candidates are eligible to receive a discretionary bonus.
Other Requirements
Mizuho has in place a hybrid working program, with varying opportunities for remote work depending on the nature of the role, needs of your department, as well as local laws and regulatory obligations. Roles in some of our departments have greater in‑office requirements that will be communicated to you as part of the recruitment process.
Company Overview
Mizuho Financial Group, Inc. is the 15th largest bank in the world as measured by total assets of ~$2 trillion. Mizuho's 60,000 employees worldwide offer comprehensive financial services to clients in 35 countries and 800 offices throughout the Americas, EMEA and Asia. Mizuho Americas is a leading provider of corporate and investment banking services to clients in the US, Canada, and Latin America. Through its acquisition of Greenhill, Mizuho provides M&A, restructuring and private capital advisory capabilities across Americas, Europe and Asia. Mizuho Americas employs approximately 3,500 professionals, and its capabilities span corporate and investment banking, capital markets, equity and fixed income sales & trading, derivatives, FX, custody and research. Visit www.mizuhoamericas.com. Mizuho Americas offers a competitive total rewards package. We are an EEO/AA Employer - M/F/Disability/Veteran. We participate in the E-Verify program. We maintain a drug‑free workplace and reserve the right to require pre‑ and post‑hire drug testing as permitted by applicable law.
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