Manager ServiceNow Engineering

At GAF, we cover more than buildings. We cover each other. No matter what role, tenure, or track, under this roof you are empowered to be there for your teammates, your customers, and especially your community. Under this roof, we don’t back down from hard work– we support one another in pursuit of something bigger. We define the future while leading the present. And under this roof, we own our opportunities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most.

Job Summary
As the ServiceNow Engineering Manager, you will be responsible for integrating industry-leading best practices into our ServiceNow platform, with a focus on supporting CMDB, ITSM, and ITOM. You will help maximize the value of our existing ServiceNow implementations and support enhancements to our ITSM processes that leverage ServiceNow. In this role, you will lead the team through the planning, requirements gathering, design, configuration, and implementation of ServiceNow enhancements and initiatives. You will collaborate with teammates, providers, process owners, and business stakeholders to meet requirements, increase effectiveness, and deliver value from the platform. Additionally, you will continue to drive ITSM maturity through the ServiceNow platform via continuous improvement and industry best practices. We are seeking a highly motivated and detail-oriented Lead Engineer who can collaborate with all levels of the IT organization and help drive the strategic direction of the ServiceNow platform.
Essential Duties

• Develop and implement a ServiceNow roadmap that aligns with IT and business strategies, driving innovation and continuous improvement
• Lead, mentor, and manage a team, providing technical guidance and fostering a collaborative and innovative environment
• Work with process owners and key stakeholders to understand the requirements and develop technical specifications and architect ServiceNow solutions to meet business requirements
• Manage and track priorities for internal team and vendor(s) and oversee platform configuration, enhancements, projects, incidents and system upgrades
• Ability to solve complex challenges and problems by creating innovative, scalable solutions by leveraging an in-depth understanding of ServiceNow
• Create clear, concise documentation to support decision-making and conduct training sessions to promote ServiceNow features and practices.
• Develop, track and report on KPIs, including value measurements.
• Foster a continuous service delivery optimization and improvement mindset
• Promote and champion the ServiceNow platform encompassing ITSM, ITOM, CMDB, HR, and other capabilities.
• Promote a customer self-service and automation mindset throughout
• Stay at the forefront of industry trends, emerging technologies, and platform capabilities to evangelize a clear vision and strategy across stakeholders

Under This Roof We Require

• Bachelor’s Degree Preferred
• 5+ years of ServiceNow platform experience, including 2+ years in a lead role.
• Strong working understanding of architecture and the ITSM, HR, ITOM and CMDB modules
• Ability to provide hands-on support in ServiceNow when needed
• Proficiency with ServiceNow APIs, scripting, workflows and integrations

Under This Roof We Also Value

• Proven experience managing a diverse team of employees, vendors, managed service providers and SaaS solutions
• Strong experience with ITSM and industry best practices

Technical Knowledge, Skills and Abilities

• ServiceNow certifications for Service Portal Certified System Administrator, Asset Management, and CMDB
• Strong ITIL knowledge or certification
• Ability to work across diverse organizations and build effective relationships and partnerships.
• Excellent written and verbal presentation and communication skills. Understands, explains, and presents complex ideas to audiences at all levels.
• Excellent problem solving and project management skills
• Experience working in onshore-offshore model

Qualifications Preferred

• ServiceNow Certified Implementation Specialist and Certified Developer preferred

How We Protect What Matters Most:1. We offer a wide range of health insurance options that include medical, dental, and vision for you and your family. 2. Our Family-Building benefits support the many different journeys to fertility and parenthood. 3. Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions. 4. Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee’s primary residence. 5. Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program. 6. We put diversity and inclusion into action with our Employee Resource Groups, which unite employees based on common perspectives, identities, demographic factors, or out of a desire to be an ally.

GAF complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR Services at 833-HR-XPERT.

We believe our employees are our greatest resource. We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions. We are proud to be an equal opportunity workplace and GAF, Standard Logistics, SGI, and Siplast are proud to be affirmative action employers. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know. If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).