ServiceNow Platform Operations Manager

Job Location

WARSAW DOWNTOWN OFFICE

Job Description

The ServiceNow Platform Operations Manager will play a pivotal role in managing the ServiceNow environment that supports processes in the areas of IT Service Management, IT Asset Management, Knowledge Management and HR Service Delivery/Employee Care in P&G. Beyond keeping the lights on and delivering operational excellence for a platform that is deeply embedded across multiple critical business systems in P&G, there is an opportunity to transform the ServiceNow platform operations towards greater agility, taking the platform health to the next level and improving and maintaining good quality of the platform's foundational data to enable value realization with AI/ML product features.

This role is crucial for organizations aiming to enhance their operational efficiency and ensure high-quality data, ultimately leading to better decision-making and improved service delivery. It encompasses several key responsibilities and functions within the organization:

IT Operations Management & CSI

• Oversee IT Service Operations for ServiceNow Platform: Ensure the seamless execution of IT operations and support, implementing best practices and continuous improvement processes to enhance operational efficiency and user satisfaction

• Drive Continuous Service Improvement Initiatives: Lead CSI initiatives by analyzing performance metrics, gathering feedback from stakeholders, and implementing best practices to optimize IT operations, and improve service quality in alignment with business goals

• The scope includes both the ServiceNow Platform and the Integration operations

IT Security & Compliance

• Risk Assessment and Management: Conduct regular risk assessments to identify vulnerabilities within the platform, recommend mitigation strategies, and monitor the effectiveness of security controls to protect sensitive data and maintain compliance

• Compliance with internal and external:  Ensure adherence to established policies and standards, fostering accountability and transparency in operations. This responsibility is not only to identify areas for improvement but also builds stakeholder trust and mitigates risks associated with non-compliance

Platform Upgrade/Release Management

• Coordinate and execute the planning, testing, and deployment of platform upgrades and releases to ensure minimal disruption to services and alignment with organizational goals

Platform Health

• The responsibility for Platform Health encompasses a range of activities aimed at ensuring the optimal performance, reliability, and security of the ServiceNow platform

Product Roadmap

• Operational Efficiency: Contribute to the roadmap by identifying and prioritizing operational enhancements that streamline processes, improve system performance, and reduce downtime for users

• Scalability and Reliability: Advocate for features that enhance the platform's scalability and reliability, ensuring it can support growing user demands and maintain high availability in operational environments

User Experience & Continuous Improvement:

• Feedback Loops: Establish mechanisms for gathering feedback on processes and data quality, leading to iterative improvements

Job Qualifications

Job Qualifications

• ServiceNow Proficiency: Candidate must possess strong ServiceNow skills and experience to effectively manage and optimize IT service management processes

• Agile/DevOps: Demonstrated proficiency in Agile and DevOps frameworks and practices, ensuring efficient collaboration and continuous delivery throughout the development lifecycle

• Data Management: Experience in data governance, quality assessment, and analytics

• Leadership and Communication: Strong leadership skills with the ability to communicate effectively across various levels of the organization. Ability to convey complex technical information to both technical and non-technical audiences

• Problem-Solving: Capable of identifying issues and implementing solutions quickly and efficiently

• Vendor Management: Ability to work well in an outsourced environment with a fully capable technical team to bring transformations and key projects to life

• Proficient in ITIL framework and practices, demonstrating expertise in service management processes to enhance organizational efficiency

• Passion for learning and staying up to date with the latest trends and technologies in the area of workflow management products

What we offer

• Industry Certifications (e.g. ITIL, DevOps, Azure, and many others)

• Competitive salary and benefits program (private health care, life insurance, P&G stock options, saving plans, lunch subsidy, sports cards, in-office fitness center)

• Internal coaching programs & training

• Flexible working arrangements

• A long-term career with development and growth opportunities

Who we are

Information Technology (IT) at Procter & Gamble is where business, innovation, and technology integrate to create a competitive advantage for P&G. Our mission is clear - we deliver IT to help P&G win with the over 5 billion consumers we serve worldwide. Our IT professionals are diverse business leaders who apply IT mastery to deliver game-changing, technology-driven business models and capabilities for our 65 iconic, trusted brands.

Kindly be advised that at P&G, employment is exclusively extended based on "Umowa o Pracę" (Full-time Employment Contract). Apply only if you agree to these conditions.

Job Schedule

Full time

Job Number

R000123839

Job Segmentation

Experienced Professionals (Job Segmentation)