Job Overview:
The ServiceNow Manager will be responsible for leading and managing the ServiceNow platform and related projects within the organization. The role involves strategic planning, platform administration, process improvement, and leading a team of ServiceNow professionals. The ServiceNow Manager will collaborate with cross-functional teams to design, develop, and deploy solutions that meet business needs while ensuring platform stability, scalability, and performance.
Key Responsibilities:
- Platform Management: Oversee the overall administration, support, and maintenance of the ServiceNow platform, ensuring its optimal performance and availability.
- Team Leadership: Lead, mentor, and manage a team of ServiceNow developers, administrators, and analysts to ensure effective delivery of projects and support.
- Project Management: Plan, execute, and monitor ServiceNow projects, ensuring they are delivered on time, within scope, and within budget.
- Stakeholder Collaboration: Work closely with key stakeholders, including business leaders, IT teams, and external vendors, to gather requirements, prioritize initiatives, and implement ServiceNow solutions.
- Process Improvement: Identify opportunities for process improvement and automation using ServiceNow modules, and lead the implementation of best practices and ITIL-based processes.
- Solution Design: Architect and design ServiceNow solutions that align with business objectives, focusing on IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), and other relevant modules.
- Platform Upgrades: Manage and plan platform upgrades, patches, and new releases, ensuring minimal disruption to business operations while implementing new features and enhancements.
- Governance and Compliance: Establish and enforce governance, security, and compliance policies for the ServiceNow platform, ensuring data integrity and privacy.
- Training and Development: Provide training and guidance to users and team members, promoting effective usage and adoption of the ServiceNow platform.
- Reporting and Analytics: Develop and deliver regular reports and dashboards to track performance metrics, system health, and project progress.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience managing and administering ServiceNow platforms, with at least 3 years in a leadership or managerial role.
- Strong understanding of ITIL processes and certifications (e.g., ITIL v3/v4) are highly desirable.
- Proven experience with ServiceNow modules including ITSM, ITOM, ITAM, HRSD, and custom applications.
- Experience in project management, with certifications such as PMP, PRINCE2, or Agile being a plus.
- Hands-on expertise in ServiceNow scripting (JavaScript, Glide API) and integrations with third-party systems.
- Excellent communication, leadership, and problem-solving skills.
- Ability to manage multiple projects simultaneously, prioritize tasks, and work in a fast-paced environment.
Preferred Skills:
- ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS).
- Experience with ServiceNow's Service Portal, Integration Hub, and Flow Designer.
- Familiarity with automation, AI/ML capabilities, and ServiceNow's latest platform features.
- Strong data analysis and reporting skills using ServiceNow's Performance Analytics and other analytics tools.
Work Environment:
- Full-time, with flexibility for remote work.
- Collaborative and cross-functional team setting.
- Opportunity for professional growth and career advancement within a dynamic and innovative environment.
Compensation:
- Starting salary: $250,000+ annually, based on experience and qualifications.
- Comprehensive benefits package including health insurance, retirement plans, and professional development support.
Oscar Associates Limited (US) is acting as an Employment Agency in relation to this vacancy.
