Manager - ServiceNow

Job Description:

Position Overview

The primary responsibility of the Manager – ServiceNow is to play a lead role in driving the organizations maturity towards documenting, modeling, testing and enabling business processes.  The focus of this role will be the ServiceNow platform utilizing key ITIL processes like Request, Incident, Problem, Change, CMDB, Asset, Service Catalog, Knowledge, Employee Self Service and other service modules for corporate location. The Manager - ServiceNow performs design and implementation tasks such as requirements gathering, enhancement definition, and configuration of settings, integration setup, and testing for the ServiceNow Development team at Corporate as well as the properties. This role partners with property data administrators to create, define and modify process workflows, create reporting and dashboards in addition to developing knowledge, technical and process documentation. Additionally, this role stays abreast of new features and functionality, playing a key role in driving continual improvement.

All duties are to be performed in accordance with departmental and Las Vegas Sands Corp.’s policies, practices, and procedures. All Las Vegas Sands Corp. Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct. 

Essential Duties & Responsibilities

• Works with property support teams to formulate standardized processes for day-to-day administration of the ServiceNow system, including making approved changes to process and work flows.

• Implement ServiceNow tasks including but not limited to: configuration, integration, testing, requirements gathering and solution design.

• Develop clear and concise technical and process documentation, making use of the knowledgebase module within ServiceNow.

• Provide consultation to  end users to document and define enhancement requirements.

• Communicate ServiceNow processes, operations and capabilities information to all property levels of management and other applicable resources.

• Lead Steering Committee meetings and assist with Roadmap development.

• Develop systems integrations and process automation design documentation – fully utilizing the platform’s workflow capabilities.

• Create ServiceNow reports and dashboards.

• Monitor health, usage and overall compliance of ServiceNow and its applications – working closely with the IT Compliance team to ensure audit requirements are met accurately and timely.

• Support the design of ServiceNow integrations and work with ServiceNow, business partners and technical teams for implementation.

• Improve Self Service capabilities in these areas:

  • ITSM/ ITIL Framework

  • Service management

  • Incident

  • Problem

  • Change

  • Service Catalog

• Perform job duties in a safe manner.

• Attend work as scheduled on a consistent and regular basis.

• Perform other related duties as assigned.

Minimum Qualifications

• At least 21 years of age.

• Proof of authorization to work in the United States

• Bachelor’s degree in MIS or similar technical program or acceptable industry and work experience

• Must be able to obtain and maintain a Nevada Gaming Control Board Registration and any other certification or license, as required by law or policy. 

• 1 - 3 years’ experience as a Service Now user or application owner, configuring core Service Now modules including Service Catalog, Incident/Problem, Asset Management, Reporting, and Configuration or Certified Service Now Administrator.

• 3 - 5 years’ training and experience with ITSM practices and ITSM solutions design and development.

• Experience working in a highly regulated environment (MICS, PCI, SOX)

• Certified Service Now Administrator preferred

• Certified Advanced Service Now Administrator preferred

• Demonstrated experience in:

  • Demonstrated understanding of ITIL processes, operations and procedures

  • Experience in producing enterprise level reports, including compiling data from several different sources

  • Gathering requirements and documenting needs

• Working knowledge of:

  • Familiarity with project management methodologies

  • Ability to effectively prioritize and execute tasks in a high-pressure environment.

  • Excellent communication, interpersonal and collaboration skills.

  • Excellent analytical, problem-solving, and mathematical skills.

  • Logical and efficient with a keen attention to detail.

  • Flexibly to adapt to a changing environment while under pressure

  • Strong customer service orientation.

  • Ability to present and explain technical information to diverse audiences in common language

• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.

• Must be able to work varied shifts, including nights, weekends and holidays.

Physical Requirements

Must be able to:

• Lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.

• Physically access assigned workspace areas with or without reasonable accommodation.

• Work remotely as necessary

• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, and dust.

• Utilize laptop and standard keyboard to perform essential functions of the job.