ServiceNow Platform & Enterprise Applications Support Manager

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

Requirements

• 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
• #LI-Hybrid
• Other requirements
• 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

Benefits

Additional Information

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.

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