Manager - ServiceNow Platform

Costco IT is responsible for the technical future of Costco Wholesale, the third largest retailer in the world with wholesale operations in fourteen countries. Despite our size and explosive international expansion, we continue to provide a family, employee centric atmosphere in which our employees thrive and succeed.

This is an environment unlike anything in the high-tech world and the secret of Costco’s success is its culture. The value Costco puts on its employees is well documented in articles from a variety of publishers including Bloomberg and Forbes. Our employees and our members come FIRST.  Costco is well known for its generosity and community service and has won many awards for its philanthropy. The company joins with its employees to take an active role in volunteering by sponsoring many opportunities to help others. 

Come join the Costco Wholesale IT family. Costco IT is a dynamic, fast-paced environment, working through exciting transformation efforts. We are building the next generation retail environment where you will be surrounded by dedicated and highly professional employees.

As a member of the IT Management Team, you are responsible for managing, developing, and leading a team of employees. Your role includes leading the specific functional responsibilities of your team, which involves overseeing team performance and deliverables. However, your role as a leader within our organization requires more than the management of resources and day-to-day operations. As a steward of the company, you are charged with the development and execution of your team’s strategic vision and plan and ensuring that your team’s actions align with the larger goals of the company and the IT Division. 

This Managers influence will extend to budget and technical considerations, with the aim of enhancing operational efficiencies and functionalities. A key part of this role will be leading the development and expansion of the next generation ServiceNow Platform for Costco, thereby advancing our ServiceNow product strategy and enabling efficient innovation and product delivery.  The Manger in this role will help to create the next generation of ServiceNow Platform for Costco and will lead and grow various aspects of the ServiceNow Platform and provide leadership to advance our ServiceNow product strategy so that our Internal customers, and business decision-makers can manage their processes and workflows more effectively and efficiently.

 The ServiceNow Platform Manager job revolves around the development, ongoing support and maintenance of Costco’s ServiceNow platform. Supporting Costco’s internal customers across multiple value streams. The selected candidate’s primary role will be to help ensure Costco’s ServiceNow platform is "showtime ready" and ready to support the growing needs of Costco’s business. This role will engage across the CDS division to support Value Streams and other horizontals. The manager of this area will be skilled in negotiating with their customers to meet mutually agreed on delivery timelines and provide rigorous production support. This role also involves managing and supporting the career development of a highly technical team consisting of Engineers and Product Owners. This is an ideal role for technical problem solvers who relish running a technology team in a high visibility environment while delivering at a high velocity. This role has production support responsibilities and is often called upon to support a wide variety of issues.

As the primary conduit between your employees and upper leadership, your role in communicating and modeling the values and guiding principles of our company culture is of vital importance. All members of IT Management should strive to consciously and consistently foster a culture of engagement, trust, and “open door” communication. 

If you want to be a part of one of the worldwide BEST companies “to work for”, simply apply and let your career be reimagined.

Role

●      INTEGRITY: When achieving benchmarks and goals, use methods/strategies that are consistent with the Code of Ethics and the Standard of Ethics for Managers and Supervisors. Always leads by example. Appropriately handles employee concerns and follows through to resolution.

●      MEMBER SERVICE: Provides and ensures staff provides an exceptional member experience.

●      ADMINISTRATION: Ensures proper department coverage (writing schedule and break aids if needed). Understands department budget, able to research and explain budget variances.

●      MANAGING PERFORMANCE: Coaches and mentors’ employees to provide support and guidance. Has regular open and honest conversations with employees to discuss work performance and career development. Identifies learning opportunities to strengthen employee knowledge, skill, and ability.

●      COMMUNICATION: Regularly shares information with employees via meetings and one-on-one conversations. Successfully navigates difficult conversations with employees, members, and suppliers. Listens, expresses empathy, and adapts to get points across. Addresses issues immediately to ensure a timely resolution and to avoid escalating the situation. Consistently demonstrates business knowledge during interactions with senior management.

●      SELF-MANAGEMENT: Demonstrates sound judgement, taking a partner when necessary. Ability to maintain self-control in the face of hostility or provocation or in intense, hectic situations.

●      INCLUSION: Encourages different approaches and ideas to work and to accomplish goals. Seeks employee input. Takes the time to get to know or reach out to candidates who show potential that may not come forward on their own.

●      COMPLIANCE AND SAFETY: Takes measures to ensure employee and member information is kept confidential and adheres to IS security policy.

●      Provides guidance to the immediate team of Engineers and Product Owners on daily tasks and activities.

●      Sets the overall guidance and expectations for team output, practices, and collaboration.

●      Documents and shares knowledge within your organization via internal forums and communities of practice.

●      Defines objectives and key results (in conjunction with your Director and peer managers) (OKRs) for the ServiceNow platform. Monitors and analyzes product performance and user satisfaction. Makes data driven decisions to drive value and optimize products.

●      Anticipates dependencies with other teams to deliver products and applications in line with business requirements.

●      Manages stakeholder relationships and the team's work in accordance with compliance standards, service level agreements, and business requirements.

●      Creates a culture of diversity, equity, inclusion, and respect for the team members and prioritizes diverse representation.

●      Ensures testing standards, process, procedure, and methodology are adhered to.

●      This is a full-time management/leadership position (45+ hours per week).

Required

• ●      Experience delivering and maintaining ServiceNow platforms in a technical or product capacity.
• ●      Proven track record of project delivery, agile methodologies, and platform strategy execution.
• ●      Stakeholder engagement: ability to interface with business, technical, and executive teams.
• ●      Vendor management and contract oversight.
• ●      Budgeting, resource planning, and platform roadmap development.
• ●      Analytical thinking and problem-solving for platform optimization.
• ●      Strong communication and documentation skills.
• ●      Experience managing technologists and Product Owners.

●      Ability to prioritize and manage technical debt, backlog grooming, and platform hygiene.

●      Proficient in all aspects of the Software Development Life Cycle.

●      Experience in Computer Science, Engineering, Mathematics, or a related field and expertise in technology disciplines.

●      Experience building large scale, fault tolerant systems.

●      Experience with Costco applications and infrastructure.

●      HIPAA Training and Supervisors Orientation (within 30 days of hire); Leadership Development 101 (within one year); Costco Pay Policies (within 90 days of promotion).

Recommended

●      5+ years of experience in IT Service Management or enterprise IT environments

●      3-5+ years specifically working with ServiceNow platform (implementation, administration, or support.

●      Proficient in Google Workspace applications, including Sheets, Docs, Slides, and Gmail.

Required Documents

●      Cover Letter

●      Resume

California applicants, please click here to review the Costco Applicant Privacy Notice.

Pay Range:  $137,000 - $200,000, Bonus and Restricted Stock Unit (RSU) Eligible

We offer a comprehensive package of benefits including paid time off, health benefits - medical/dental/vision/hearing aid/pharmacy/behavioral health/employee assistance, health care reimbursement account, dependent care assistance plan, short-term disability and long-term disability insurance, AD&D insurance, life insurance, 401(k), stock purchase plan to eligible employees.

Costco is committed to a diverse and inclusive workplace. Costco is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to IT-Recruiting@costco.com

If hired, you will be required to provide proof of authorization to work in the United States. Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H1-B visas.