What are the responsibilities and job description for the Senior Manager, Employee Services Product Delivery position at NYC Department of Social Services?
The goal of the Senior Manager for Employee Services Product Delivery is to provide subject matter expertise to lead new feature implementation, product upgrades, and run day-to-day operations of NYCHA’s ServiceNow implementation. This role will involve managing the nine-member platform team and will require close collaboration with cross-functional teams to ensure seamless integration and functionality across various modules. The selected candidate will own the technical governance and code quality of all solutions deployed. The ideal candidate is a technical expert in ServiceNow and takes pride in designing best in class solutions that push the boundaries of platform capability. Understanding best practice configuration principles within ServiceNow and have an adept understanding of the delicate balance between configuration and customization and the risks posed to the platform are critical for this role.
Responsibilities include, but are not limited to the following:
SENIOR IT ARCHITECT - 95711
Minimum Qualifications
As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.
Residency Requirement
NYCHA has no residency requirements.
Additional Information
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
Responsibilities include, but are not limited to the following:
- Oversee the day-to-day management and development of the ServiceNow solution.
- Direct the daily activities of the ServiceNow team, monitor and report team progress, escalate issues to management as needed.
- Work closely with the Product Owner to understand business community needs.
- Recommend viable solutions to processes, technology, and interfaces that improve team effectiveness and reduce technical debt.
- Own the technical governance for development activities.
- Review and analyze the effectiveness and efficiency of existing configurations and workflows to develop strategies for improving or further integrations leveraging ServiceNow.
- Identify ServiceNow system deficiencies and recommend solutions.
- Participate in creating and developing standards, best practices, support guidelines and procedures.
- Maintain comprehensive documentation of configurations and changes.
- Work with integration subject matter experts to use MID servers, APIs, web services, email and other relevant technology to integrate tools and data with the ServiceNow platform.
- Research new feature enhancements and functionalities in ServiceNow.
- Expand and Implement other ServiceNow modules as operationally required.
- Engage in continuous improvement processes, including feedback loops and retrospectives.
- Participate in code reviews and lead peer reviews.
- Foresee capacity requirements for component usage and identify limitations.
- Provide input into story sizing, backlog refinement, and release planning.
- Contribute to product and solution designs to address critical issues and complex problems.
- Track and manage subscription licensing and renewals.
- Work directly with Service Now vendor and partners to align NYCHA instance to OOTB recommended configuration settings where possible.
- Act as primary liaison for business partners to discuss new needs and changes to existing functionality.
- Work with the Demand and Delivery Planning team on roadmaps and release planning.
- NYCHA employees applying for transfer, promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).
- NYCHA residents are encouraged to apply.
- NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS).
SENIOR IT ARCHITECT - 95711
Minimum Qualifications
- A baccalaureate degree from an accredited college in computer science, information systems, engineering, mathematics or related field and six years of satisfactory full-time experience related to enterprise architecture, solutions architecture, network architecture and/or IT infrastructure systems; or
- A baccalaureate degree from an accredited college and ten years of satisfactory full-time experience related to enterprise architecture, solutions architecture, network architecture and/or IT infrastructure systems; or
- Education and/or experience which is equivalent to "1" or "2" above.
- Strong hands-on experience developing and configuring on the ServiceNow Platform. - Experience leading teams through large enterprise transformation programs. - Strong professional and interpersonal skills including creative problem solving, effective written and verbal communications, planned and organized coordination of cross-functional teams, acute attention to detail and quality, and driven with the ability to self-manage. - Working experience with Agile application development practices - Familiarity with ServiceNow development tools, including Studio, Flow Designer, Service Portal, and Virtual Agent. - Experience with DevOps practices such as CI/CD pipelines for ServiceNow development, using tools like Git is a plus. - Experience leveraging ServiceNow codeless technologies, Flow Designer and Integration Hub. - Experience with CMDB, and integration with other external tools. - Experience with Service Portal, Request Catalog and Automations across the ServiceNow platform. - Understanding of ServiceNow licensing model and implications. - Understanding of working with Web technologies such as SOAP, JSON, XML and Web Services. - Software development experience with one or more general purpose programming languages including, but not limited to: Java, Python, JavaScript, JS Libraries and Frameworks. - Extremely organized with strong time-management skills. - Process and detail oriented, analytical and inquisitive. - Ability to deliver solutions to improve and automate complex and/or critical business processes. - Ability to effectively prioritize and execute. - Ability to maintain stability under pressure and be flexible and willing to modify plans and behavior when necessary. - Ability to multi-task across project/initiatives and deliver according to time commitments. - ITIL and ServiceNow certifications are a plus.
As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.
Residency Requirement
NYCHA has no residency requirements.
Additional Information
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
