Manager ServiceNow Platform
MANAGER SERVICENOW PLATFORM
WHAT IS THE OPPORTUNITY?
The Manager of Service Now Platform will focus on identifying and driving methodologies and processes that support world class ServiceNow implementation. The Platform Owner will ensure, that ServiceNow platform support team meets the Service Levels, and continually improves to meet best practices for all modules.
Technology and Innovation Division
As a member of City National's Technology & Innovation group, you will drive, develop, and maintain solutions for clients and colleagues. This is an exciting time of technology advancement and innovation across the bank, particularly within our technology teams.
WHAT WILL YOU DO?
- Responsible for leveraging knowledge and experience and delivering end-to-end solutions within ServiceNow platform. This includes architecting technical implementations of IT and business processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating team of platform administrators
- Design and deliver services built on the ServiceNow platform
- Work with Business and Technology stakeholders to assess current state processes and tools, define ServiceNow requirements and develop and evolve ServiceNow platform
- Identify and respond to the key business drivers and those areas of business need, which are not adequately supported by current and planned Service Management solutions
- Develop the strategic response to the business requirements, and produce business cases for ServiceNow platform improvements
- Evaluate major options for providing IT services effectively and efficiently and recommend solutions
- Develop and present business cases for high-level initiatives to executive management for approval, funding, and prioritization
- Conduct post implementation reviews of information and communications technology applications and products, introduced in pursuit of the strategy, to assess the extent to which expected business benefits were realized
- Participate in the development of IT strategic roadmap, plans, staff development and operations
- Manage and develop the team responsible for the implementation and administration of the ServiceNow platform, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and supporting quality assurance
- Provide expert-level support and technical mentoring, assist with proof-of-concept activities, and lead practice build efforts to include development of practice intellectual property
- Establish Monthly Enterprise Infrastructure Service reporting (leveraging ServiceNow) - focusing on service levels, risks, issues, proactively identified opportunities and ideas for improvements. Aggressively drive toward top quartile metrics across IT services in partnership with T&I Strategy Metrics team.
- Materially advance ServiceNow automation and innovation. Drive the bundling of services in ServiceNow based on usage trends to continue to abstract the complexity of infrastructure tasks and enable straight-through processing. Further drive standardization, simplification and automation to enable self-service and digitization for enterprise users.
- Design effective content management/flow in ServiceNow in partnership with the Knowledge Management Team. Leverage data repositories strategically and AI tools to further hyper automation (self-healing, proactive alerts & actions).
- Design and implement integration with the DevOps platform & Microsoft Teams for collaboration
- Design a management model for SaaS engagements by closely working with vendors and the Vendor Management Office. Establish the practice of tracking cloud service usage regardless of landing zone, which may take the form of system bills of material (SBOMs) to maintain the integrity/continuity of end-to-end service processes.
- Partner closely with the SRE function to capture the right service attributes in ServiceNow, operationalization of Service Mapping and evolving ServiceNow to be a key SRE enabling tool.
- Partner with the DevOps team to integrate delivery and operational workflows (change and incident management) with Microsoft Teams applying appropriate channel designs and other platform features.
- Mature service management practices and track to key maturity metrics for both delivery, security/compliance and operations across hybrid cloud. Work with the Cloud Enablement team on hybrid cloud service management.
- Continuously reimagine how to take service management to the next level through testing new/innovative capabilities, partnering with vendors on new features and continuously push the boundaries for improvements.
- Collaborate with RBC on best practices and learnings as well as joint ideation / POC / innovation opportunities.
WHAT DO YOU NEED TO SUCCEED
Must-Have*
- Bachelor's Degree or equivalent
- Minimum of 15 years of IT / business experience
- Minimum of 10 years of experience owning, implementing, maintaining, advancing, modernizing enterprise services working with the ITIL framework
- Minimum of 10 years in creative solutioning, influencing, change management and operationalization of IT services
- Minimum of 5 years of leadership responsibility in managing multiple, large, cross-functional teams or projects and influencing senior-level management and key stakeholders
Skills and Knowledge
- ServiceNow Administrator Certification
- ITIL Practitioner or ITIL Service Manager level qualification a plus
- COBIT Framework practitioner or certification a plus
- Project Management Professional (PMP) certification a plus
- In-depth Excel knowledge and experience with data analytics
- Ability to create and present PowerPoint presentations
- Experience in Service Architect / Service Strategist disciplines in an IS function.
- ITIL v3 certification highly desirable.
- Senior level and mature understanding years of IT Service and Delivery Management principles with a proven track record of delivering results and introducing key ITIL disciplines and practical project management techniques to programs.
- Extensive experience in managing infrastructure and IT operations
- Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering a minimum of two medium to large-scale ServiceNow implementations
- Experience leading implementation teams
- An in depth technical knowledge and track record of effecting service management changes within a high-availability environment
- An up to date knowledge current technology and IT service management
- Is proactive, takes action and anticipates opportunities.
- Ability to translate business needs into requirements
- Strong leadership skills, executing as appropriate in the areas of responsibility
- Exceptional project management skills, including the ability to effectively deploy resources and manage multiple projects of diverse scopes in a cross-functional environment
- Ability to improve operational efficiency and service delivery effectiveness across all lines of business and technology platforms
- Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others
- Customer focus, leadership and collaboration
- Strategic thinking, information seeking
- Initiative, innovation, thoroughness and collaboration
- Influencing others, results orientation
- Stakeholder partnership, change advocate
*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.
ABOUT CITY NATIONAL
We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies.
City National Bank requires all colleagues to be fully vaccinated against COVID-19 to work on-site at any of our locations.
