Servicenow Manager

Every career journey is personal. That's why we empower you with the tools and support to create your own success story.

Be challenged. Be heard. Be valued. Be you ... be here.

Job Summary

The ServiceNow Manager maintains accountability, responsibility, and stewardship for the ServiceNow environment for the Enterprise. This role is responsible for overseeing development, maintenance, end-user support, and the overall health of the ServiceNow tool. This Manager possesses expertise in four domains: technical, business, process, and industry sector.

Essential Job Functions

• Lead a team of highly engaged associates and contractors, ensure the team understands role expectations and meets or exceeds those expectations. Provide development to the team with ongoing coaching and feedback, performance management, career development. Provide peer coaching and feedback formally and informally. Request and utilize feedback to foster personal development.
• Develop and maintain organizational strategies to support workforce, business, and financial needs. Appropriately manage resource capacity and demand, to meet business delivery and production support expectations.
• Provide guidance to the development team and be a liaison for multiple areas of the business. Work across the organization and function as project development lead for enterprise-scale efforts. Develop and maintain organizational strategies that support current and future workforce, business, and financial needs. Cultivate relationships across roles and organizations to maximize collaboration.
• Oversee at least two enterprise applications. Oversee delivery efforts relating to configuration, end user support, and requirements. Create and maintain application roadmaps. Develop KPI dashboards to monitor efficiency of team and health of application. Continuously improve applications and processes with a focus on quality, efficiency, and user experience.
• Financially responsible for the labor, licensing, infrastructure and needs to adhere to the budget. Demonstrate the ability to generate support from others to achieve desired business outcomes in relation to the application.

Minimum Qualifications

• Bachelor’s Degree Computer Science or Information Technology or related field of study
• 10+ years' experience in ServiceNow and software development
• 3+ years direct leadership experience

Preferred Qualifications

• ServiceNow’s Certified Master Architect (CMA)
• Certified Application Developer (CAD)

Skills

• Web Technologies
• ServiceNow Implementation
• ITSM
• IT Business Management
• ServiceNow Customer Service Management (CSM)
• GRC
• Security Operations
• ServiceNow Human Resource Service Management (HR)

Reports To: Senior Manager and above

Direct Reports: 6 - 10

Work Environment

• Normal office environment, hybrid with a work schedule of 1pm to 10pm IST.