Manager, ServiceNow Discovery and Consultation

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About the job
The Red Hat Information Technology (IT) team is looking for a Manager to lead our ServiceNow Discovery and Consultation team. In this role, you will work as part of a team within the Service Management Office, which responsible for consulting with our internal business customers and partners to better understand their needs and share how our offerings might provide value. You will then work with our delivery team to design solutions that will ensure that the use of ServiceNow will provide maximum benefit across Red Hat. You'll serve as the point of contact for our larger team with expertise balanced between the platform of ServiceNow and the needs of our customers. As a Manager, you will manage business analysts and practice owners and partner with your peers in the Delivery team and the platform Architecture and Support team to streamline the flow of work. You'll need to be dynamic and able to lead the team in maturing our consultation practices. Successful applicants must reside in a state where Red Hat is registered to do business.
What you will do

  • Lead team responsible for discovering and grooming new work coming into the team; proactively brainstorm additional opportunities for improvement in our function
  • Reconcile conflicts of priority related to consultation efforts across business customers
  • Prepare and present inbound work presentations and overviews to the senior IT leadership
  • Develop and implement a structure for routine business reviews with our key business customers, providing an overview of the state of our services used by their organizations and plans for additional work with their organizations
  • Evolve your team's strategy while helping shape the overall strategy of the Service Management Office, assessing and reconciling gaps or opportunities across the teams
  • Plan for and assess financial implications of scaling team capacity as needed using a combination of managed services, contractors, and full-time associates
  • Ensure successful and maturing delivery of team responsibilities, namely business analysis and IT Infrastructure Library (ITIL) practice ownership
  • Improve discovery and consultation capacity by leading your team through efforts to streamline business requirement standards and templates and hand-off to the delivery team


What you will bring

  • 5+ years of relevant IT experience
  • 2+ years of management experience
  • Experience with ServiceNow offerings and implementation
  • Ability to facilitate leadership discussions and inspire consensus around a strategic direction
  • Experience collaborating cross-functionally to create alignment and support
  • Knowledge of IT services, business analysis, project management, and process improvement practices
  • Solid leadership and organizational skills; capable of motivating and managing organizations or teams to deliver desired results
  • Demonstrated ability to consult and partner with all levels of leadership across the organization
  • Ability to handle many competing priorities and deadlines in a fast-paced and continually evolving environment
  • Ability to work in and manage ambiguity
  • Excellent communication skills, with the ability to present complex, strategic ideas or concepts in a business and user friendly manner
  • Proven record of designing and launching successful programs or projects


About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
Benefits

  • Comprehensive medical, dental, and vision coverage
  • Flexible Spending Account - healthcare and dependent care
  • Health Savings Account - high deductible medical plan
  • Retirement 401(k) with employer match
  • Paid time off and holidays
  • Paid parental leave plans for all new parents
  • Leave benefits including disability, paid family medical leave, and paid military leave
  • Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!


Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.

More Information on Red Hat
Red Hat operates in the Automation industry. The company is located in Raleigh, NC, Ann Arbor, MI, Atlanta, GA, Austin, TX, Boston, MA, Washington, DC, Charleston, SC, Charlotte, NC, Chicago, IL, Dallas, TX, Denver, CO, Durham, NC, Los Angeles, CA, Minneapolis, MN, New York, NY, Richmond, VA, St. Louis, MO, Sunnyvale, CA, McLean, VA and Westford, MA. Red Hat was founded in 1993. It has 20000 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Open door policy, OKR operational model, Team based strategic planning and Flexible work schedule. To see all 13 open jobs at Red Hat, click here.
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Raleigh-Durham, NC

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