User Experience Manager Jobs in Rochester, NY (NOW HIRING)

Purpose: Five Star Bank is seeking a strategic and technically skilled Technical Product Manager – ServiceNow Platform to lead the vision, roadmap, and execution of our enterprise ServiceNow ecosystem. This is a high-impact leadership role that partners closely with senior stakeholders to define and drive the long-term platform strategy, ensuring alignment with business objectives and operational excellence.

The ideal candidate brings deep expertise in ServiceNow, including ITSM implementation, ITOM, CMDB, and asset management, along with a proven ability to lead complex, enterprise-wide initiatives.

This role offers the opportunity to shape and lead the evolution of a critical enterprise platform, working alongside senior leadership to drive innovation, efficiency, and scalable growth. You will play a pivotal role in building a modern, high-performing ServiceNow ecosystem that supports the organization’s long-term strategy.

Essential Functions:

ServiceNow Expertise

• Guide implementation and optimization of: IT Service Management (ITSM) (incident, problem, change management),Configuration Management Database (CMDB) strategy and data integrity,IT Asset Management (ITAM) processes and lifecycle governance,Demand and Capacity Management, ensuring scalable service delivery, and more.
• Establish data governance and reporting frameworks within ServiceNow

Strategic Leadership & Product Management

• Define and own the ServiceNow platform strategy, vision, and multi-year roadmap in alignment with organizational goals
• Partner with senior leadership toidentifyopportunities for platform expansion, optimization, and innovation
• Provide leadership, including coaching, performance management, and development, to drive engagement and high-performance team delivery
• Act as the primary product owner for ServiceNow, prioritizing initiatives based on business value, risk, and technical feasibility
• Drive governance, standardization, and best practices across the ServiceNow platform

Platform Delivery & Execution

• Lead end-to-end delivery of ServiceNow initiatives, including ITSM rollout and enhancements
• Oversee platform development, configuration, and integrations with other enterprise systems
• Translate business requirements into technical specifications and user stories
• Ensure Agile delivery practices and continuous improvement across platform teams

Vendor Management

• Manage relationships with ServiceNow and third-party vendors, including implementation partners, consultants, and managed service providers, ensuring alignment with strategic goals, delivery quality, and cost efficiency

• Lead vendor selection, contract negotiations, and performance governance (SLAs, KPIs)

Stakeholder Collaboration

• Serve as a trusted advisor to business and IT leaders
• Facilitate cross-functional collaboration between engineering, operations, and business teams

Continuous Improvement & Innovation

• Monitor industry trends and ServiceNow capabilities to enhance platform value
• Identifyautomation opportunities and drive operational efficiencies
• Champion user experience improvements and adoption across the organization

Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.

Job Related Qualifications:

Required:

• 7+ years of experience in platform management or related roles, including 5+ years leading ServiceNow platform initiatives. Prior banking experience is not required.
• Education: Bachelor’s Degree

Competencies:

• Strong understanding of ServiceNow architecture, modules, and integrations
• Ability to translate complex business needs into technical solutions
• Demonstrated ability to lead cross-functional teams and large-scale initiatives
• Proven experience successfully implementing and scaling ITSM solutions in an enterprise environment
• Exceptional stakeholder management and executive communication skills
• Ability to inspire, mentor, and develop high-performing teams; fosters a culture of accountability, collaboration, and continuous improvement

Benefits:

• Medical, Dental, and Vision Insurance
• Health Savings Account
• Flexible Spending Account(s)
• Company Paid Life Insurance, Long-Term Disability, and Short-Term Disability
• Voluntary Offerings: Life, Critical Illness/Specified Disease, Accident, Hospital Indemnity, Legal Insurance & Personal Accident
• Tuition Reimbursement
• Employee Referral Program
• Wellness Reimbursement Program
• Star Volunteer Program
• Employee Banking and Financial Perks
• Flexible Hybrid Work Schedule
• Paid Time Off (PTO)
• Company Paid Holidays

This job description is not exhaustive. The Technical Product Manager - ServiceNow Platform may be required to perform other duties as assigned.

The expected rate of pay for this position is shown above. Compensation offers are based on a wide range of factors including relevant skills, training, experience, education and, where applicable, licenses or certifications obtained. Market and organizational factors are also considered. In addition to your base rate of pay and a competitive benefits package, successful candidates may be eligible to receive cash or equity-based incentives based on the role and performance.