Mgr ServiceNow Platform

The Manager of ServiceNow Platform is instrumental in elevating our organization's technology framework by spearheading ServiceNow initiatives. This role leads a team of ServiceNow professionals and is crucial in transitioning IT and non-IT services from traditional delivery to strategic business integration, focusing on innovation and operational excellence. The incumbent will champion the design, implementation, and continuous improvement of ServiceNow projects to optimize business processes and technology utilization.

Responsibilities

• Strategic Planning and Implementation: Support the executive team in developing a comprehensive roadmap for ServiceNow solutions, ensuring alignment with business objectives. Lead large-scale implementations, including setting up frameworks for ITSM, ITBM/SPM, ITOM and/or other modules within ServiceNow.
• Business Process Optimization: Conduct thorough assessments of existing IT/Non-IT processes and systems to identify improvement areas. Lead the design and execution of optimized workflows and integrated solutions that enhance operational efficiency and service delivery.
• Team Leadership and Development: Manage and mentor a team of ServiceNow professionals internal and external and other staff as assigned. Foster a culture of innovation and continuous learning to maintain high standards of technical expertise and service delivery. Manage support functions and coordinate with direct and indirect resources to ensure work is completed according to end user’s needs.
• Stakeholder Engagement and Management: Establish and maintain strong relationships with business, IT/Non-IT stakeholders to ensure alignment of services with business needs. Regularly engage with senior management to report on project progress and outcomes.
• Requirements Gathering and Analysis: Actively lead sessions to collect business requirements from various stakeholders. Analyze and prioritize these requirements to inform system configurations and customizations.
• Change Management and Training: Drive the organizational change management process associated with new technology implementations. Develop comprehensive training programs to facilitate smooth transitions and ensure widespread technology adoption and proficiency.
• Quality Assurance and Risk Management: Oversee the quality of implementations and ongoing operations. Identify potential risks associated with the ServiceNow platform and develop mitigation strategies. Ensure compliance with industry standards and best practices in technology management.
• Performance Monitoring and Reporting: Define and track key performance indicators (KPIs) related to ServiceNow operations and overall service management processes. Generate detailed reports and analyses for the leadership to aid in strategic decision-making.
• Financial and Budget: Annual budget and planning process for platform, contracts, licensing, and projects. Effectively and accurately estimate work effort and associated costs for deliverables. Manage to the yearly department budget.

Required Qualifications

• B.S./B.A. in a computer-related field, Computer Science or an equivalent combination of experience, education, and training
• 8 years in technology implementation or managed services, with a strong focus on enterprise solutions
• 5 years direct experience with ServiceNow, managing its suite of services in complex environments
• 3 years experience managing teams and complex projects
• Demonstrated leadership skills with the ability to manage and inspire a team.
• Exceptional communication and negotiation skills, capable of effectively managing expectations and building consensus among diverse stakeholder groups
• A strong inclination towards understanding and enhancing existing technological and process frameworks
• Proven ability to navigate agile environments and lead change initiatives
• Skill in articulating and presenting business cases to stakeholders, ensuring alignment and securing project buy-in
• Dedication to managing and delivering technology-driven business process improvements
• Ability to facilitate problem solving among groups with varying needs and priorities
• Excellent analytical skills
• ITIL certifications Upon Hire

Preferred Qualifications

• Advanced degree in technology or business administration
• Ability to multi-task and prioritize work
• Experience within the Healthcare Industry
• Experience in a large, complex organization
• Certifications in ServiceNow modules, such as CSA, ITSM, or ITBM/SPM Upon Hire
• Advanced certifications in ITIL