What are the responsibilities and job description for the ServiceNow Manager position at Maven Companies Inc.?
Job Title: ServiceNow Manager
Onsite Requirement/Remote (Time zone?): – they are hoping for someone in Grand Rapids (onsite 4 days), but willing to look at close to their other home offices – Chicago, Boston, and New York.
Job Summary:
This role will be responsible for working with business and technology stakeholders and product teams to develop and convey ServiceNow vision; define backlog; and deliver and sustain the end-to-end customer experience. The ServiceNow Product Manager must be able to partner effectively with a wide range of teams, including business leaders, delivery teams and external partners, driving business success.
Responsibilities:
- Partners with IT leadership and other key stakeholders to define opportunities and to identify and prioritize enhancements based on predefined criteria (return on investment, productivity, compliance)
- Accountable for overseeing the development of product backlog and actionable user stories for ServiceNow
- Establishes priorities of the ServiceNow product backlog in collaboration with the IT leadership and Product Teams
- Ensures the development of the life cycle view of the solution including the conception of its need, design and execution, and upgrade and/or replacement when appropriate
- Oversees the ServiceNow Platform and provides subject matter expertise for the CMDB, and ITSM, ITAM, and ITOM
- Accountable for designs, specs, implementation, and program management for all projects in ServiceNow
- Manages quality assurance rollouts and performs functional analysis to assess the robustness of projects recently launched
- Manages the integration of ServiceNow and other business applications.
- Manages other IT Applications as needed.
- Accountable for planning, upgrading, testing, documenting, and maintaining the ServiceNow platform, ServiceNow modules and associated 3rd party integrations
- Develop and lead the execution of respective application roadmaps across key business functions using agile methodologies
- Develop relationships and actively collaborate with stakeholders
- Understand business needs and translate into IT deliverables
- Support discussions and facilitate cross-team decision making
- Ensure exemplary performance and reliability of IT solutions
- Drive continuous improvement to drive effectiveness and efficiency
This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.
Competencies:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
- Bachelor's degree in computer science, engineering, business administration, or a related technical discipline
- 5 years of experience in the ServiceNow Platform
- Strong leadership and influence skills
- Professional, organized, and strong communicator
- Excellent teamwork, facilitation, relationship building, and negotiation skills
- Ability to present to all levels of management & executive leadership
- Familiarity with SOX audits, change management process, SDLC and testing processes
- Management experience preferred.
Technical Qualifications:
- ServiceNow Certified Systems Administrator and/or Developer is a must
- Expertise in overall ServiceNow Platform including ITSM, ITAM and ITOM
- Experience with ServiceNow HRSD, ITBM and other common applications desired
- Expertise of ServiceNow CMDB, Workflows, Discovery, and Integration Hub
- Extensive SQL database analytics
- High PC skills including experience with Microsoft Office Suite including Word, Excel, Power Point, Outlook, SharePoint.
Other Qualifications:
- Able to work independently and enjoy a high degree of interaction with team members
- Ability to contribute to a collaborative environment by consistently demonstrating teamwork, high motivation, positive behavior and effort to achieve goals and objectives
- Self-motivated and driven
- Ability to manage a diverse remote staff
- Maintain a sense of urgency and ability to work with and meet deadlines
- Demonstrate effective written and verbal communication, including the ability actively listen, and problem solve with minimal assistance
- Demonstrates excellent time management and prioritization skills
- Attention to detail and commitment to a high level of accuracy
- The ability to multitask, prioritize, work independently, and use discretion surrounding sensitive information
- Ability to maintain a professional demeanor and positive attitude
