Manager, ServiceNow

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 multi task, prioritize, work independently, and use discretion surrounding sensitive information 

• Ability to maintain a professional demeanor and positive attitude