Manager, ServiceNow

Transforming Lives through Science
We're not just a company, we're a community of innovators, thinkers, and doers. Our work is more than just a job, it's a chance to make a real impact on people's lives. We're committed to harnessing the power of technology to transform healthcare, and we need your expertise to help us get there.

About the Role
We're seeking a highly skilled Manager, ServiceNow to join our team. As a key member of our digital innovation group, you'll be responsible for designing, developing, and implementing complex ServiceNow solutions. This includes working with business stakeholders to understand their needs and develop solutions that meet those needs.

Key Responsibilities:

• Design, develop, test, and maintain ServiceNow Integrations following industry best practices.
• Implement and communicate best practice principles for Integration implementations ensuring they are well documented and followed by developers, administrators, and 3rd party vendors.
• Work closely with cross-functional teams to deliver Integration solutions.
• Lead the troubleshooting and resolution of issues/incidents with Integrations.
• Accountable for ServiceNow Integration support and lifecycle management for new and existing ServiceNow Integrations.
• Possess a deep understanding of ServiceNow reporting and analytics modules.
• Utilize advanced features such as Performance Analytics, Report Designer, and Dashboard Builder.
• Troubleshoot and resolve technical issues related to reporting and analytics.
• Help end users design and build dashboards and reports that provide meaningful insights.
• Provide training and support to end users on how to use ServiceNow reporting and analytics tools.
• Work with business stakeholders to understand their needs and develop solutions that meet those needs.
• Define and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) within ServiceNow.
• Ensure SLAs are aligned with business objectives and customer expectations.
• Monitor and report on SLA performance, identifying areas for improvement and taking corrective actions as needed.
• Manage ServiceNow Event Management configuration and administration.
• Troubleshoot and resolve ServiceNow issues.
• Work with a user experience mindset to develop and deploy solutions for customers.
• Develop, test & deploy ServiceNow solutions in accordance with the Agile methodology.
• Share knowledge and best practices with other team members through code reviews, pair programming, and training sessions.

Qualifications & Experience:

• Degree in Computer Science, Information Systems, related field, or equivalent work experience.
• 2-3 years of experience in ServiceNow development and implementation.
• ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) certification is a plus.
• Experience with some of the following ServiceNow modules: IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Service Portal.
• Experience with the development and maintenance of ServiceNow Integrations using various protocols such as REST, SOAP, LDAP, JDBC.
• Experience with ServiceNow Event Management configuration and administration.
• Experience with Agile development methodologies.
• Excellent problem-solving and analytical skills.
• Strong communication and teamwork skills.
• Experience with ServiceNow integrations.
• Experience with ServiceNow reporting and analytics.
• Experience with ServiceNow scripting languages.

What We Offer:

• A dynamic and inclusive work environment.
• Opportunities for career growth and development.
• A competitive salary and benefits package.
• The chance to work on cutting-edge projects and technologies.