IT MANAGER - ServiceNow Development Team Manager

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence - and pairing them with a forward-thinking approach - Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

General Description

The ServiceNow Development Team Manager is responsible for setting direction and effectively managing work products, personnel and other resources for the ServiceNow Development team.

Work Performed

Duties and Responsibilities of this Level at a minimum

Responsible for managing all personnel actions for staff, which include hiring, performance management, career development, time off, work schedules, disciplinary actions, staff recognition, etc.

Ensure relevant information is disseminated to staff in a timely fashion. Help facilitate bottom-up communication between staff and leadership. Participate in the oversight of department budget and other resources.

Effectively utilize resources to achieve goals and objectives of the ServiceNow development team. Align objectives for the operational unit with functional or project goals and objectives. Develop buy-in and employee commitment to the goals.

Create and support a work environment that promotes and recognizes DUHS Values : Caring for Our Patients, Their Loved Ones, and Each Other through Teamwork, Diversity, Safety, Integrity and Excellence.

Champion and lead the Agile development process. Act as the project manager in projects that are not assigned central PM resources. Lead the development team in the design, architecture, and implementation of new ServiceNow applications in a maintainable and scalable manner. Perform other related duties incidental to the position of development team manager.

Education / Training : Bachelor's degree in a related field, or four years of equivalent technical experience required.

Experience : Five years of directly related experience is desired.

Skills : Keeps current on new industry trends in ServiceNow and applies learnings to assignments.

Takes personal responsibility for taking actions on projects that result in solutions that truly address customer needs. Understands when to request supervisor involvement in programming related matters.

Considers impact to others and current processes within discipline prior to taking action. Adapts individual work style and reprioritizes assignments as changes in department or project goals or requirements are communicated.

Independently completes complex tasks and portions of larger projects. Identifies and uses appropriate resources to accomplish tasks and build individual and team knowledge.

Accomplishes assignments / project objectives through keeping people focused on the solution and the team informed of project status. Shares information and solicits input and ideas from other team members.

Persuades team members to use different work steps / methodologies to accomplish assignments. Promotes the goals of the initiative, setting aside departmental or functional biases to achieve objectives.

Delivers systems or programs that are completed on time and within budget. Self-motivated and focused on delivering quality work even when faced with difficulties or over a longer-term project.

Possesses advanced knowledge and proven application of the ServiceNow platform. Provides assistance to project team members in accomplishing technical or programming-specific tasks.

Independently completes complex tasks and portions of larger projects. Realistically evaluates own progress against expectations / goals and takes necessary actions to address developmental needs or performance issues.

Develops realistic project plans for assigned tasks or portions of larger projects and modifies plans as requirement changes are communicated. Obtains necessary information / data to complete assignments independently or as part of a project team.

Understands client / project issues to develop moderately complex solutions within a single discipline. Develops strong working relationships with colleagues and / or project team and customers to effectively complete team goals and objectives.

Builds strong working relationships with members of his / her team and interacts and establishes relationships with individuals in other teams or departments as needed.

Duke is an Affirmative Action / Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions : Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and / or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.