Manager ServiceNow Platform

Major Responsibilities:

• Responsible for the day-to-day operations of the ServiceNow platform, ensuring its stability, performance, scalability, and upgradability 
• Works closely with business stakeholders to understand their requirements and translate them into technical solutions on the platform 
• Consults with users to identity, evaluate and formulate strategies to deal with opportunities for improvement. Manages and provides support for changes/enhancements ensuring proper analysis, testing, change management and user input processes are followed 
• Executes the strategy of the ServiceNow platform while advocating for the value of the platform as a critical technology platform within the organization 
• Identifies areas of process improvement and automation within the platform while implementing solutions utilizing best practices and ensuring compliance with organization standards 
• Oversees the development, execution, administration, and evaluation of system processes and mechanisms to support the mission, vision, values, and strategic initiatives 
• Oversees end-to-end implementation of ServiceNow solutions, ensuring they are configured to meet industry standards 
• Oversees relationships with external vendors and partners, ensuring effective collaboration, adherence to service agreements, and timely issue resolution 
• Defines and tracks key performance indicators to measure the effectiveness and success of the ServiceNow platform 
• Designs and directs the work of the team(s). Selects, coaches, and develops team(s). Sets clear expectations to inspire and motivate the team. Manages performance by recognizing achievement, providing feedback, and administering progressive discipline when necessary. 
• May develop and/or recommend operating and capital budgets and controls expenditures within approved budget objectives. 
• Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that people actions, and the actions of employees supervised, comply with the policies, regulations, and laws applicable to the organization's business.

Licensure, Registration, and/or Certification Required:

• None

Education Required:

• Bachelor’s degree or equivalent knowledge in Computer Science, Business Administration, or related field 

Experience Required:

• 3 years of experience in information technology and ServiceNow within a complex environment.  1 year of management experience in project management and managing multi-discipline work teams. 

Knowledge, Skills & Abilities Required:

• ​Experience with systems design and development from business requirements analysis through day-to-day management, and advanced project management skills. 
• Demonstrated knowledge of enterprise organizational structures/workflow and business system architecture and technology 
• Ability to interact and work through technical requirements with clients to formulate project design and implementation requirements 
• Demonstrated negotiation and facilitation skills and ability to explain/communicate technical design decision to customers 
• Ability to handle multiple tasks, set appropriate priorities and accomplish assignments in a thorough and timely manner 
• Knowledge of effective best practice in information systems operations, regulations, and guidelines 
• Skills and demonstrated experience in establishing excellent working relationships and partnering with various teams. 
• Strong communication skills and the ability to communicate effectively with all levels of employees. 

Physical Requirements and Working Conditions:

• ​​​​This position requires travel, therefore, will be exposed to weather and road conditions. 
• Operates all equipment necessary to perform the job. 
• Exposed to a normal office environment. 

Preferred Job Requirements:

• Advanced degree in Computer Science, Business Administration, or related field 
• ServiceNow applicable certifications 
• ITIL applicable certifications 
• 8 years of experience in information technology and ServiceNow within a complex environment 

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.