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Global IT Platform Engineer Senior Manager
2 months ago
As the Global IT Platform Engineer Senior Manager & Chapter Lead, you will blend your deep expertise in ServiceNow with a passion for managing, coaching, and developing people in your team. You will directly oversee a chapter of ServiceNow specialists, helping them grow and develop their technical skills, and ensuring alignment on the “how” of the work being performed.
You will serve as a “player-coach,” spending part of your time embedded in the squad yourself, leveraging your experience and knowledge to advance the work and maximize squad performance. You will also be committed to maintaining and developing your own expertise to ensure that you and your chapter members bring the latest thinking to your roles.
In this role, you will be responsible for developing and supporting ITSM and ITSM Pro applications on the ServiceNow platform. You will collaborate with global teammates and stakeholders to deliver value to our users. Your work will involve scripting, configuration, and integration across a wide range of ServiceNow applications and plugins. You will focus on enhancing our ITSM processes, including Incident, Change, Knowledge, Workspace, and Virtual Agent, while also deploying new functionalities using Integrations, Workspaces, Predictive Intelligence, Performance Analytics, and other emerging ServiceNow capabilities.
YOU'RE GOOD AT
* Technical Expertise: Leveraging deep expertise in ServiceNow, particularly within ITSM, to deliver robust, scalable solutions that meet complex business needs.
* Leadership & Development: Leading by example, providing guidance and support to your team, and fostering a culture of continuous learning and professional development.
* Problem Solving: Approaching challenges with a structured, analytical mindset, using business acumen and technical knowledge to find innovative solutions.
* Communication & Collaboration: Engaging with a diverse set of stakeholders at all levels, ensuring clear, concise communication that drives alignment and collective success.
* Agility: Applying Agile principles to adapt quickly to changing needs, continuously improving processes, and driving efficiency across the platform and the chapter.
YOU BRING (EXPERIENCE & QUALIFICATIONS)
* Extensive Experience: A minimum of 10 years of relevant experience, including a proven track record in managing and optimizing ServiceNow ITSM solutions.
* Technical Proficiency: Strong expertise in ServiceNow, particularly in ITSM, Virtual Agent, Performance Analytics, and integrations. Proficiency in JavaScript, ServiceNow APIs, and other relevant technologies.
* Leadership Experience: Demonstrated ability to lead cross-functional teams, with a focus on mentorship and professional development.
* Agile Expertise: Strong understanding of Agile methodologies and experience in applying them within complex, dynamic environments.
* Education & Certification: A Bachelor’s degree in computer science, electronics engineering, or a related field. Relevant ServiceNow certifications (e.g., ServiceNow Certified System Administrator, Certified Implementation Specialist) are highly desirable.
YOU'LL WORK WITH
You will work closely with a wide range of stakeholders, including Product Owners, Scrum Masters, and senior IT leadership, as well as your chapter members specializing in ServiceNow. Your work will directly impact the efficiency and effectiveness of IT operations at BCG, ensuring that the ServiceNow platform supports the company's strategic objectives.