Responsible for managing the day-to-day operations and support of our core ERP, currently ServiceNow, and related software (the “digital platform”); collaborate closely with peers, senior management, and other business stakeholders to help identify, assess, implement, operationalize, and support digital platform capabilities in support of strategic objectives and operational requirements; manage a global technical team tasked with configuring and supporting the digital platform; provide leadership, guidance, and mentorship to ServiceNow resources, ensuring efficient task completion and adherence to best practices; ensure the health and security of ServiceNow through timely patching and upgrades, QA, change management, and continuous improvement of practices and procedures; lead initiatives to enhance platform functionality, streamline processes, and promote operational efficiency; manage the development of a support playbook with repeatable processes; performance reporting through proactive reviews validating process adherence as well as identification of areas for improvement.
***Telecommuting permitted, can live anywhere in US and perform work from home.**
Requirements:
- Master’s degree in Management Information Systems, or closely related field.
- 7 years of ServiceNow experience that includes implementation experience, including development and configuration.
Other special requirements:
Minimum of 3 years’ experience as an Architect; minimum of 3 years’ experience managing global delivery teams and offshore resources to support 24/7 service operations including hiring and supervisory experience of ServiceNow talent; strong experience with business processes and translating them into ServiceNow workflow design among main ServiceNow products (including ITSM, CSM, Workspace, CMDB, Domain Separation); strong experience with integrating other systems into ServiceNow; prior knowledge about designing scalable workflows, optimizing asset management processes, and integrating with other ITSM tools and enterprise applications; ability to write glide scripting, JavaScript and read and interpret all developers’ code; solid experience implementing governance models, operational playbooks, and continuous improvement frameworks; prior experience managing platform upgrades, module deployments, and custom development initiatives.
***This position is eligible for our employee referral bonus program. Current employees are encouraged to refer qualified candidates in accordance with our employee referral policy.***
Skills Required
- Master's degree in Management Information Systems or closely related field
- 7 years of ServiceNow experience including implementation, development, and configuration
- Minimum 3 years' experience as an Architect
- Minimum 3 years managing global delivery teams and offshore resources supporting 24/7 operations, including hiring and supervision
- Strong experience translating business processes into ServiceNow workflow design across ITSM, CSM, Workspace, CMDB, and Domain Separation
- Strong experience integrating other systems into ServiceNow
- Experience designing scalable workflows, optimizing asset management, and integrating with other ITSM tools and enterprise applications
- Ability to write Glide scripting and JavaScript and read/interpret developer code
- Experience implementing governance models, operational playbooks, and continuous improvement frameworks
- Prior experience managing platform upgrades, module deployments, and custom development initiatives
