Manager, ServiceNow Applications

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Graco is part of your daily life.

The Manager, ServiceNow Applications leads a team of developers and administrators to manage the enterprise ServiceNow platform and optimize IT service delivery. He/she drives operational efficiency through technical leadership, application and service optimization, and process standardization. The manager collaborates across IT teams and business units to gather user requirements, implement enhancements, standardize global processes, conduct gap analyses, and provide hands-on development support and end-user training worldwide. This individual demonstrates strong technical and organizational skills, analytical problem-solving, and a commitment to mentoring team members.

What You Will Do at Graco

Platform Strategy and Roadmap

• Define and execute the ServiceNow strategy and roadmap, and continuously deliver features and improvements to optimize the platform services.
• Analyze industry trends and ServiceNow releases to recommend enhancements to processes and system capabilities, and identify cost optimization opportunities.
• Establish standard work processes, application configurations, and data models aligned with corporate IT policies and ITIL methodology.

Lead Application Development, Implementation & Support

• Lead development teams in delivering ServiceNow solutions, enhancements, and upgrades.
• Collaborate with stakeholders to gather requirements, design the user experience, and serve as technical product owner for ServiceNow applications.
• Troubleshoot complex technical issues and coordinate resolutions with developers, business users, and ServiceNow support.
• Manage and execute project plans while remaining an active contributor to technical deliverables.
• Create technical documentation, conduct knowledge transfer sessions, and provide hands-on training and mentoring.
• Provide global ServiceNow production support, including after-hours incident response.
• Continuously expand ServiceNow expertise through certifications, training, and professional development.

Team Leadership & Technical Management

• Lead, mentor, and manage a team of developers and administrators, fostering a culture of technical excellence and collaboration.
• Drive team performance through clear technical goals, code reviews, pair programming, and professional growth opportunities.
• Manage the team budget, ensuring effective resource allocation aligned with organizational objectives.

What You Will Bring to Graco

• Bachelor’s degree in Information Technology, Computer Science, MIS, or related field (Master’s preferred).
• 7+ years of IT experience, with 5+ years of hands-on ServiceNow development and administration experience, including ITSM, ITOM, or other core applications.
• 2+ years of technical team leadership experience preferred, with continued individual contribution.
• Strong understanding of ServiceNow architecture, data models, business rules, and workflow automation.
• Excellent organizational, analytical, and problem-solving skills, balancing strategic thinking with hands-on execution.
• Self-starter capable of thriving in a fast-paced, collaborative environment while maintaining high coding and configuration standards.
• Strong interpersonal, written, and verbal communication skills with business and technical stakeholders.
• Proven ability to mentor, motivate, and develop technical team members.

Accelerators

• ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) in relevant applications.
• Experience supporting globally distributed, multicultural teams across multiple time zones.
• Business process improvement certification (Lean, Six Sigma) or ITIL Foundation certification preferred.

At Graco, you truly make a difference. Your unique talents contribute to our organizational growth and future. Not only do you make a difference, but Graco’s culture empowers employees to create their own career path. Whether you choose to advance within your current department or explore new opportunities in different divisions, you have the ability to build your future. Our managers are here to provide support and guidance as you continue to grow within your career.

Graco has excellent opportunities available to individuals who want to be part of a fast-moving, growing company that is committed to quality, innovation and solving fluid handling problems for our customers. Graco is proud to be named a Best Place to Work by Fortune Magazine in 2016, 2018, 2019, 2021 & 2022. Graco offers attractive compensation, benefits and career development opportunities. Graco’s comprehensive benefits include medical, dental, stock purchase plan, 401(k), tuition reimbursement and more.

Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

The base pay range for this position is listed below, exclusive of fringe benefits or other compensation.  If you are hired, your final base hourly rate will be determined based on factors such as geographic location, skills, competencies, education, and/or experience.  In addition to those factors, we will also consider internal equity of our current employees.  Please keep in mind that the range provided is the full base salary range for the role.  Hiring at or near the maximum of the range would not be typical to allow for future and continued salary growth.