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Portland General Electric Manager, Software Development (ServiceNow) in Portland, Oregon

At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.

Manager, Software Development (ServiceNow)

We are looking for a Manager, Software Development who has extensive experience with ServiceNow and can lead a team of professionals to deliver innovative solutions for our internal clients. You will be responsible for overseeing the entire software development lifecycle, from requirements analysis to deployment and maintenance. You will also ensure that the ServiceNow platform is being utilized to the fullest and that the software contracts and vendors are managed effectively.

As a Manager, Software Development, you will:

  • Manage a team of ServiceNow developers and analysts and provide technical guidance, coaching, and feedback.

  • Define and implement best practices, standards, and methodologies for ServiceNow development.

  • Collaborate with stakeholders, business analysts, and project managers to understand the internal client's needs and translate them into functional and technical specifications.

  • Manage a team that designs, develops, tests, and deploys ServiceNow applications, integrations, and enhancements using ServiceNow Studio, Flow Designer, IntegrationHub, and other tools.

  • Troubleshoot and resolve issues related to ServiceNow performance, functionality, and security.

  • Monitor and optimize the ServiceNow platform and ensure compliance with ServiceNow policies and procedures.

  • Negotiate and manage software contracts and vendors and ensure quality and timely delivery of services.

  • Evaluate and recommend new ServiceNow features, modules, and upgrades to meet the changing business needs.

Key Job Information

Manager Manages professional associates and/or supervisors. Is accountable for the performance and results of a team. Adapts departmental plans and priorities to address resource and operational challenges. Decisions are guided by policies, resources, and business plan; receives moderate guidance from manager. Provides subject matter guidance to associates, colleagues and/or customers.

Key Responsibilities

  • IT Management (ITMG) Takes responsibility for the design, procurement, installation, upgrading, operation, control, maintenance (including storage and communication of data, voice, text, audio, and images) and effective use of IT infrastructure components and monitors their performance. Provides technical management of an IT operation, ensuring that agreed service levels are met and all relevant procedures are adhered to. Schedules and supervises all maintenance and installation work. Ensures that operational problems are identified and resolved. Provides appropriate status and other reports to specialists, users, and managers. Ensures that operational procedures and working practices are fit for purpose and current.

  • IT Strategy and Planning (ITSP) Ensures that all stakeholders adhere to IT strategic management approach and timetables. Collates information and creates reports and insights to support IT strategic management processes. Develops and communicates plans to drive forward the strategy. Contributes to the development of policies, standards and guidelines for IT strategy development and planning.

  • Financial Management for IT (FMIT) Advises on financial planning and budgeting. Develops financial plans and forecasts. Monitors and manages IT expenditure, ensuring that all IT financial targets are met, and examining any areas where budgets and expenditure exceed their agreed tolerances. Assists with the definition and operation of effective financial control and decision making, especially in the areas of service, projects and component cost models and the allocation and apportionment of all incurred IT costs. Analyzes actual expenditure, explains variances, and advises on options in use of available budget.

  • Resourcing (RESC) Conducts job analyses, prepares job descriptions and person specifications, and prepares selection and evaluation criteria for candidates. Manages recruitment campaigns. Locates and selects possible agencies and other suppliers, negotiating terms and conditions, and placing orders with them, ensuring that all obligations are met in accordance with the agreed terms and timescales. Reviews candidate details, manages selection processes and ensures that account is taken of relevant statutory or external regulations, standards, and codes of good practice. Ensures that all relevant parties are informed of the results of interviews and other decisions and assists in the negotiation of terms and conditions of service.

  • Professional Development (PDSV) Determines the required outcomes for learning or development, from organizational development needs and the training strategy. Mentors assigned practitioners, ensuring alignment with predetermined statements of required development outcomes. Assists each practitioner with the creation of development plans based on the outcome statements. Ensures that each practitioner records evidence of progress. Validates practitioners' records at the end of each cycle of planned development, to ensure that achievements and enhanced capabilities are recorded and referenced to the outcome statements. May contribute to practitioners' performance appraisals.

  • Programming/Software Development (PROG) Sets local or team-based standards for programming tools and techniques, including security guidelines and the selection of appropriate development methods. Advises on application of standards and methods and ensures compliance. Takes technical responsibility for all stages and/or iterations in a software development project, providing method-specific technical advice and guidance to project stakeholders. Assigns work packages, monitors performance, and manages change control dynamically to optimize productivity. Provides advice, guidance, and assistance to less experienced colleagues as required.

  • Application Support (ASVP) Drafts and maintains procedures and documentation for applications support. Manages application enhancements to improve business performance. Advises on application security, licensing, upgrades, backups, and disaster recovery needs. Ensures that all requests for support are dealt with according to set standards and procedures.

  • Incident Management (USUP) Ensures that incidents are handled according to agreed procedures. Investigates escalated incidents to responsible service owners and seeks resolution. Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyzes causes of incidents and informs service owners to minimize probability of recurrence and contribute to service improvement. Analyzes metrics and reports on performance of incident management process.


  • Typically, a bachelor's degree in a related field or equivalent experience.

  • Typically, eight or more years in related field.

  • 5+ years of experience in ServiceNow development, administration, and configuration.

  • 3+ years of experience in managing software development teams and projects.

  • ServiceNow Certified Application Developer and ServiceNow Certified System Administrator certifications.

  • Experience with ServiceNow CMS, ESS, ITSM, ITOM, ITBM, HR, and other modules.

  • Experience with ServiceNow integration with third-party systems and tools

  • Experience with Agile and DevOps methodologies and tools.

  • Excellent communication, presentation, and interpersonal skills.

  • Ability to work independently and collaboratively in a fast-paced environment.

Competencies (Knowledge, Skills, Abilities)

Functional Competencies

  • Advanced knowledge of business goals and scope-of-change initiatives.

  • Advanced knowledge of user experience design frameworks.

  • Advanced knowledge of change management processes.

  • Advanced knowledge of software configuration.

  • Advanced knowledge of operating system concepts.

  • Intermediate knowledge of infrastructure concepts.

  • Advanced knowledge of service continuity planning and support.

General Competencies

  • Advanced customer focus skills.

  • Advanced accuracy skills.

  • Advanced risk management skills.

  • Advanced vision creation skills.

Leader Practices

Drives Results

Plans and Aligns

Decision Quality

Drives Engagement


Physical and Cognitive Demands

Cognitive Level Substantial : Consistent use of logic or scientific thinking to define problems, collect information, establish facts, and draw valid conclusions (for example, engineer, HR director, plant manager, etc.).

  • Ability to adhere to set response times, deadlines, and time-sensitive tasks.

  • Ability to follow accuracy standards.

  • Ability to follow through on decision-making tasks.

  • Ability to interact effectively and collaboratively within a team environment.

  • Ability to communicate and problem solve when under stress.

  • Ability to respond and adapt to frequent change.

  • Ability to accept and demonstrate self-awareness when provided constructive feedback.

  • Ability to discern feedback and acknowledge ownership of areas of improvement.

  • Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks.

  • Ability to successfully collaborate with peers, managers, and others within the organization.

  • Demonstrates sound memory.

  • Ability to process new information to be applied consistently to work tasks.


  • Ability to adhere to pre-established schedule, including start/stop time and break/lunch schedule.

  • Ability to work long hours.

  • Ability to work a variable schedule.

  • Ability to report to work and perform work during periods of severe inclement weather.

  • Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance.

  • Ability to work shift schedule.

  • Ability to work on-call schedule.

Physical Capabilities

  • Driving/travel/commute: Daily within service territory - Occasionally (one to two times a month or less)

  • Driving/travel/commute: Overnight inside/outside the service territory - Occasionally (one to two times a month or less)

  • Computer use (use computer regularly for entire work shift)

Environment - Indoor/Outdoor

  • Office

PGE supports hybrid flexible work arrangements; and will have a combination of in-the-office and working offsite. This individual will need to be located within 75 miles from job location and will need to work in-the-office at least three days a week. However, these arrangements may change due to business needs or changes in responsibility.



Compensation Range:

$121,520.00 - $225,680.00

Actual total compensation, including a performance based incentive bonus, is commensurate with experience, skills, qualifications, education, training, and internal equity. While we anticipate the selected candidate for this position will fall towards the middle or entry point of the compensation range, the decision will be made on a case-by-case basis.

PGE believes in rewarding dedicated performance. We provide a total rewards package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future. To find out more, click here ( .

Join us today and power your potential!

Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.

PGE is committed to diversity and inclusion in the workplace and is an equal opportunity employer. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law.

PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Talent Acquisition Specialist (Recruiter) associated with the job posting. You may also make this request by contacting or by calling 503-464-7250. The Recruiter will provide information and next steps for the accommodation process. Our Diversity, Equity & Inclusion (DEI) team is also available for support. You can contact them at .

To be considered for this position, please complete the following employment application by the posting close date. Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled.

At Portland General Electric, we’re innovators, builders, and achievers. We’re committed to powering our customers’ potential and making a difference for our community and the planet. Today, that commitment includes developing an intelligent and resilient electric grid, electrifying transportation and de-carbonizing the energy sector.

We’re proud to deliver an exceptional experience to help our customers thrive. Our mission is to make clean, reliable and affordable energy services available to all. We obsess over serving customers and are committed to growing employee career paths with purpose. Equity and inclusion are core business values; we celebrate our differences and are committed to developing teams that reflect the communities we serve.