Sr. Manager, ITSM and ITAM Workflows

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About Digital Technology

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth.

We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers when you work in ServiceNow Digital Technology, you work for them

Emerging Technology Group

Emerging Technology Group (ETG) is ServiceNow’s DT internal incubation group. Being customer zero for ServiceNow products we ensure the products works for us internally and delivers value as it gets in hands of our customers. As Customer Zero we implement all our technology workflows and deliver the best experience. With AI everywhere we are responsible for advance technology services which cuts across the enterprise like Search, Conversational Interfaces, Automation, and helping our DT developers to be productivity to build enterprise grade products on ServiceNow Platform.

We are focused on accelerating innovations and developing new concepts, forward-thinking solutions and products leveraging ServiceNow’s Intelligent platform.

If you enjoy learning, growing and making an impact, you will love being in this role. You get exposure to every facet of a business and can make a meaningful impact on the business and on the people who work there. You will face new challenges and priorities every day, which can be invigorating and challenge your thought process

What our team values:

· Being humble and having each other’s backs

· Learning new things and sharing expertise with each other—by answering a quick question on teams, pairing on a feature, or leading a lunch and learn session

· Producing high quality work, we’re proud of, and not taking shortcuts

· Having fun—we like to joke around, eat lunch together, and even hang outside of work

· Leaving work at work, maintaining a sustainable pace (no big bangs, few big pushes)

About the Role:

As the Senior Manager for ITSM and ITAM workflows, you will be responsible for overseeing the design, implementation, and optimization of ServiceNow solutions to support IT service delivery and asset management functions. You will lead a team of professionals and collaborate closely with DT Operations Team to ensure alignment with business objectives and adherence to best practices

Responsibilities:

· Lead the design and implementation of ITSM and ITAM workflows in ServiceNow, including Incident Management, Change Management, Problem Management, Asset Management, and Configuration Management.

· Develop strategies to optimize and automate IT service delivery processes using ServiceNow capabilities.

· Provide technical leadership and guidance to the ITSM and ITAM teams, ensuring adherence to industry standards and best practices.

· Collaborate with stakeholders across the organization to gather requirements, define solution architectures, and prioritize initiatives.

· Manage the ServiceNow platform, including configuration, customization, and integration with other systems.

· Drive continuous improvement initiatives to enhance the efficiency, scalability, and user experience of ITSM and ITAM workflows.

· Monitor key performance indicators (KPIs) and metrics to track the effectiveness of IT service delivery and asset management processes.

· Stay abreast of emerging trends and technologies in ITSM, ITAM, and ServiceNow platform capabilities

To be successful in this role you must have

Experience

· 10+ years of experience in technology leadership roles, with a focus on ServiceNow platform engineering and workflow automation.

Work Style:

· Comfortable working autonomously with minimal guidance, supporting leadership and driving initiatives.

· Ability to operate without direct supervision, prioritizing tasks and supporting multiple leaders.

Leadership and Relationships:

· 2+ years of managerial experience, capable of both direct work contributions and managing a team.

· Proven capability in building relationships and fostering connections across various levels of the organization for success

· Proven track record of leading and managing high-performing teams.

Skills

· Strong understanding of ServiceNow Platform and proven experience of delivering great experiences and solutions on the Now Platform

· Exceptional verbal and written communication skills with a collaborative and engaging approach.

· Ability to interface effectively with customers and diverse roles across all organizational levels.

· Comfort in ambiguous situations, coupled with intellectual curiosity and a proactive attitude

Analytical & Data-Driven:

· Analytical and data-driven mindset to solve complex business problems and recommend continuous improvement initiatives.

Environment and Tools:

· Thrives in a fast-paced, dynamic work environment.

· Servicenow Platform expertise in IT workflows is a must

FD21

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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