ServiceNow (ITSM) Manager

The Company: GIA is the world’s foremost authority in gemology. GIA is a global organization with headquarters located in Carlsbad, CA. GIA in Carlsbad boasts a 17-acre ocean view campus that accommodates approximately 800 of its 3,000 total employees worldwide. It offers many competitive health benefits that promotes the well-being of its employees as well as that of the environment. Discover more about GIA's innovative history by clicking here.

What To Expect

• Hybrid role (3 days on-site) in Carlsbad, CA, New York, NY, or Las Vegas, NV
• We offer competitive medical, dental & vision
• Matching 401-K plans up to 8%, immediate vesting
• Paid vacation, sick and holidays, tuition assistance, commuter benefits

Purpose of Role

The ITSM Manager leads the design, architecture, and implementation of ServiceNow solutions for our global enterprise IT environment. The ITSM Manager will be responsible for transforming business requirements into technical solutions, ensuring a seamless integration of ServiceNow modules with existing IT infrastructure and services, and overseeing the overall success of ServiceNow deployments.

Accountabilities & Responsibilities

• Support GIA’s IT Service management maturity.
• Work with GIA’s IT leaders to identify and drive and maintain automation.
• Leads the architecture, design, and implementation of ServiceNow solutions focused on ITSM (IT Service Management), ITOM (IT Operations Management), and other related modules.
• Architect and design custom ServiceNow applications, workflows, and integrations that enable digital transformation for clients.
• Defines best practices, standards, and governance policies for ServiceNow implementations.
• Configures and customizes ServiceNow applications and modules, including Incident Management, Problem Management, Change Management, and Asset Management.
• Works closely with the development team to ensure integration with other IT systems and external platforms (e.g., ERP, monitoring tools).
• Optimizes existing configurations and workflows for improved efficiency
• Stays current on ServiceNow products and applicable integrated technologies
• Provides leadership and guidance to technical teams, ensuring solutions' quality, performance, and scalability.
• Performs code reviews, troubleshooting, and root-cause analysis for issues related to ServiceNow configurations and integration issues.
• Ensures the security, scalability, and maintainability of ServiceNow solutions.
• Stays updated with the latest ServiceNow platform releases and industry trends, recommending new features and capabilities to improve IT operations.
• Supports ITIL best practices and ensures compliance with internal security and governance policies.
• Performs other duties as assigned.

Who You Are

Technical

• Strong experience in ITSM, ITOM, ITAM and CMDB (Configuration Management Database) modules of ServiceNow.
• Proven experience with ServiceNow customizations, integrations, and platform administration.
• Hands-on experience with ServiceNow Discovery, Orchestration, and Automation.
• Ability to manage and mentor a team of developers and administrators.
• Experience in large-scale ServiceNow enterprise implementations.
• Knowledge of scripting languages such as JavaScript, AngularJS, or similar.
• Familiarity with cloud technologies and integration tools (e.g., RESTful APIs, SOAP and MID Server)
• Familiarity with Agile methodologies and project management tools.
• Exposure to non-IT applications in ServiceNow, such as HRSD, Security Incident Response, or Custom Business Applications.

Relational

• Reports to the Director, IT Infrastructure Services
• Supervises a team that includes Service Now Architect, developers and administrators from incumbent Service Now platform support partner
• Collaborates with internal and external stakeholders to achieve business objectives and understand their specific needs and goals, providing expert guidance on leveraging ServiceNow for business process automation and IT optimization.
• Proven success in motivating and leading cross-functional project teams to complete objectives
• Under adverse circumstances continues to uphold GIA principles and strives to build strong relations with all IT teams
• Models GIA values

Business Acumen

• Excellent communication and leadership skills, with the ability to engage both technical and non-technical stakeholders.
• Serve as an expert advisor, leading solutioning sessions and building bridges between organizations
• Bridges the gap between business requirements and technical solutions
• Identifies ServiceNow platform solution options for specific business problems
• Partner closely with executive stakeholders to deliver solutions aligned with key business initiatives
• Impeccable communication skills, written, verbal, and formal presentations

Results Orientation

• Focus on delivering ServiceNow solutions that directly contribute to the achievement of business objectives.
• Take full ownership of ServiceNow projects, ensuring that deliverables meet agreed-upon timelines, quality standards, and cost expectations.
• Ensure that ServiceNow implementations improve efficiency, reduce operational costs, and enhance overall IT service management effectiveness, with measurable results.
• Proactively assess the performance of existing ServiceNow applications and identify opportunities for optimization. Lead initiatives that increase the platform’s value through process automation, cost reduction, and service delivery improvements.

Education And Experience

• Bachelor’s degree in computer science or related field, or equivalent combination of education and/or experience.
• 5 years of experience with ServiceNow, including at least 3 years in a lead architect or senior role.
• 1 years of experience leading or supervising staff.
• ServiceNow Certified System Administrator and ServiceNow Certified Implementation Specialist (ITSM or ITOM) preferred.

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if Applicable)

• Work is performed in a designated professional office workstation and environment.
• Extensive use of office equipment including computer, calculator, copier, fax, and other business-related machines and software.

Pay Range: $135-$165K

Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.