Manager, ServiceNow

Job Description

Position: Manager, ServiceNow

Job Description

Forward Air is seeking a highly skilled Manager, ServiceNow to join our growing enterprise IT team. As the Manager, ServiceNow, you will be responsible for overseeing the design, development, and implementation of ServiceNow solutions, ensuring they align with business objectives and operational needs. You will lead a team of ServiceNow professionals, provide technical leadership, and collaborate with cross-functional teams to deliver scalable and sustainable solutions.

Core Responsibilities & Duties

• Lead and manage a team responsible for the design, development, and implementation of ServiceNow solutions, including system architecture, data models, integrations, workflows, and automation
• Oversee the customization and configuration of the ServiceNow platform to meet business requirements, ensuring alignment with industry best practices and organizational standards Provide strategic direction and technical guidance to development teams throughout the project lifecycle, ensuring the delivery of high-quality, efficient solutions
• Collaborate with business stakeholders to understand needs and translate them into clear, actionable requirements for ServiceNow configurations
• Manage integrations between ServiceNow and other enterprise systems, leveraging APIs, web services, middleware, and scripting languages
• Monitor and optimize the performance of ServiceNow implementations, addressing any scalability or reliability issues
• Ensure all ServiceNow implementations comply with relevant regulatory requirements, security policies, and governance standards
• Develop and maintain comprehensive technical documentation, including system design specifications, architecture diagrams, and user guides
• Conduct training sessions for internal teams and end-users, promoting adoption and best practices within the organization
• Stay current on ServiceNow updates, industry trends, and emerging technologies to continually improve ServiceNow capabilities and processes
• Manage the overall ServiceNow platform lifecycle, from design and implementation through ongoing maintenance and continuous improvement
  
  

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field. A Master’s degree is preferred
• ServiceNow Certified Implementation Specialist (CIS) and Certified Application Developer (CAD) certifications required
• Minimum of 5 years of experience with ServiceNow, including at least 3 years in a leadership role with a focus on ServiceNow architecture and implementation
• Strong understanding of the ServiceNow platform, its components, and capabilities, with experience managing and leading technical teams
• Expertise in ITSM processes such as Incident Management, Change Management, Problem Management, and the ITIL framework
• Proficient in ServiceNow Studio, Flow Designer, Integration Hub, and other relevant ServiceNow tools and modules
• Strong technical skills in JavaScript, XML, HTML, CSS, and other web technologies
• Demonstrated ability to manage and optimize complex ServiceNow implementations, ensuring alignment with business goals and objectives
• Excellent communication, leadership, and interpersonal skills, with the ability to work effectively with stakeholders at all levels
• Strong problem-solving skills and attention to detail, ensuring high-quality and reliable ServiceNow solutions
• Ability to manage multiple priorities in a fast-paced environment, adapting to changing business needs
  
  

Skills

• Strong leadership and team management skills, with experience guiding teams through the design, development, and implementation of ServiceNow solutions.
• Deep knowledge of RPA concepts, process mapping, workflow automation, and bot development, with the ability to integrate RPA solutions within the ServiceNow platform
• Ability to effectively communicate complex technical concepts to non-technical stakeholders
• Proactive in identifying opportunities for continuous improvement within the ServiceNow environment and the broader organization
  
  

Forward Air is an Equal Opportunity employer.