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KPMG ServiceNow Service Manager, Platform Operations - Remote in Grand Rapids, Michigan

Business Title: ServiceNow Service Manager, Platform Operations - Remote

Requisition Number: 95826 - 45

Function: Business Support Services

Area of Interest:

State: MI

City: Grand Rapids


Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Working Mother Magazine, Diversity Inc. and others. If you're as passionate about your future as we are, join our team.

KPMG is currently seeking a ServiceNow Service Manager, Platform Operations to join our Digital Nexus organization. This is a remote work opportunity.


  • Define, track and report delivery commitments, management of incidents owned by the team, be the Point of Contact (POC) on P1/P2 bridges and initial escalation point to coordinate the right platform/technical resources needed

  • Point of contact for product managers/owners and project/program managers that interact with our platform team

  • Accountable for ensuring the architectural, design and related documentation for each technology or application supported or owned by the team is complete and current

  • Manage and communicate the release and cloning schedules for the ServiceNow platform, be the POC for demands into the platform team, monitor team SLAs and support project/product teams through the SDLC

  • Perform quality management to ensure all work of the team meets the highest standards for quality and timeliness


  • Minimum five years of Service Management experience; Minimum three years ServiceNow experience including some demonstratable aspect of support or development activities

  • Bachelor's degree from an accredited college/university or equivalent work experience

  • Certification in ServiceNow system administration is highly desirable; ITIL Foundation certified, or related experience preferred

  • Strong verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven by customer service and teamwork

KPMG LLP (the U.S. member firm of KPMG International) offers a comprehensive compensation and benefits package. KPMG is an affirmative action-equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link ( contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.

KPMG does not currently require partners or employees to be fully vaccinated or test negative for COVID-19 in order to go to KPMG offices, client sites or KPMG events, except when mandated by federal, state or local law. In some circumstances, clients also may require proof of vaccination or testing (e.g., to go to the client site). /

GL: 4

GF: 15310