The ITSM Platform Manager is responsible for the application delivery, performance, reliability, oversight, and roadmap for ServiceNow across the enterprise. This position leads a team of Technical Specialists and Consultants who provide development, operational support, and administrative support. The Manager will ensure reliable and appropriate technical solutions are designed and delivered using knowledge of ServiceNow architecture and best practices. The Manager will work with peers across the company and the IT leadership team to help formulate and recommend technology plans/strategies and priorities for the platform by analyzing and understanding the current state and future application needs that keep pace with business demands. This position requires a proactive, highly motivated individual with an aptitude for critical thinking, process improvement, and demonstrable history of building and managing critical applications.
How You'll Shine:
Product Vision and Strategy: Define and execute strategic product roadmaps to build new products, enhance existing products, and improve performance. Identify opportunities for strategic integration of enterprise IT processes with the ServiceNow platform, ensuring that it aligns with and IT goals strategies.
Stakeholder Management: Act as the primary point of contact between the ServiceNow platform team and business stakeholders, facilitating effective communication and collaboration. This role will also facilitate and maintain platform governance discussions.
Requirements Gathering: Collaborate with internal stakeholders to understand business problems, identify use cases, and develop user stories with thorough acceptance criteria.
Backlog Management: Maintain a product backlog and roadmap, ensuring alignment with best practices and organizational objectives.
Product Development: Work with the managed service provider to translate the product vision into actionable tasks and ensure timely delivery of high-quality solutions. Ensure technical solutions are thoroughly vetted and appropriately designed/implemented to reduce long-term technical debt. Drive continual product improvements with new ideas based on user requests, new capabilities, and product performance. Stay abreast of ServiceNow updates and industry trends to ensure the platform remains current and delivers maximum value.
Performance Monitoring: Monitor and analyze platform performance, usage metrics, and feedback to continually improve the ServiceNow products.
Leadership: Leads a team of associates and/or consultants. Coach and mentor associates as necessary on best practices, standards, and processes. Responsible all aspects of people management including timesheets, administrative activities, department goal setting, budgeting, and delivering performance reviews. Will also provide oversight and management of Managed Services Provider to deliver administration and platform improvement deliverables of the ServiceNow platform. Responsible for oversight and optimization opportunities related to ServiceNow subscription and services budget.
Training and Support: Provide training and support to users and stakeholders to ensure successful adoption and utilization of the ServiceNow platform. Be the platform champion marketing the capabilities and benefits of the tool.
What You'll Bring:
BS in Computer Science, Information Systems Management, Engineering or related field
Exceptional problem-solving skills with the ability to identify issues, analyze problems, and devise effective solutions in a timely manner. Previous experience in an operational support capacity with a managed services provider is preferred.
Strong strategic planning abilities with experience in setting goals, developing roadmaps, process development, and driving initiatives that align with the organization's objectives.
Excellent verbal and written communication skills, capable of effectively articulating ideas and concepts with the ability to influence stakeholders at all levels.
Demonstrated leadership abilities, with the capacity to inspire and guide teams.
Proficiency in managing multiple initiatives simultaneously, demonstrating strong organizational and prioritization skills.
Ability to quickly establish relationships and earn the trust/respect of the organization and business.
A strong focus on customer satisfaction, with experience in managing customer relationships and expectations.
Broad and deep experience with ServiceNow, in development and/or architecture role.
ServiceNow Certified Application Developer (CAD) and ServiceNow Certified System Administrator (CSA) certifications are preferred.
Proficient in developing, administering, and configuring all areas of ITSM, ITOM, and ITAM, including CMDB, Discovery, Hardware and Software Asset Management (SAM Pro), and Request, Incident, Problem, Change, and Knowledge Management.
Proven expertise in designing, implementing, and supporting complex ServiceNow solutions, including custom applications and integrations.
Integration: Experience integrating ServiceNow with other enterprise systems using REST/SOAP APIs3. Experience with ServiceNow Integration Hub