ServiceNow Manager

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.

ServiceNow Team Manager 

Why We Have This Role

Qualtrics is embarking on a journey with the ServiceNow platform and we are building an experienced team to support, iterate and expand the platform. The team will be focused on establishing the ITSM and Employee Center & HR Service Management modules with a focus on improving and supporting internal employee experience. We need an experienced Platform Manager/Architect to drive best practices, sound architecture and establish governance and development processes that will scale the platform into the future.

How You’ll Find Success:

• Team Development: Foster growth and potential as the senior mentor for team admins and developers
• Strategic Ownership: Own initiatives across multiple departments
• Collaboration: Work with diverse teams to align solutions with business needs
• Adaptability: Stay current with tech trends and agile in your approach
• User Experience: Drive company impact as you prioritize user experience
• Performance Tracking: Measure and monitor system performance

How You’ll Grow:

• Leadership: Take on a significant role as a team leader and mentor as you build and establish a high performing team
• Business Acumen and Employee Experience: Broaden understanding of business needs and driving employee experience
• Technical Skills: Expand proficiency in the ServiceNow platform through overseeing and working across implemented modules, and the future product roadmap
• Professional Development: Full access to the ServiceNow On-Demand training library and other trainings/accelerators designed to expand your knowledge of the ServiceNow platform

Things You’ll Do:

• Solution Design: Recommend and design sustainable, scalable solutions
• Governance: Define and support technical & data governance processes
• Standards: Develop and maintain ServiceNow architecture standards
• Operating Model: Implement a platform operating model for optimal outcomes and user adoption
• Evaluation: Assess technical demands against platform capabilities and best practices
• Prototyping: Provide guidance on rapid prototyping and deployment
• Configuration: Advise on configuration standards and remediate non-compliant setups
• Stakeholder Collaboration: Work with business stakeholders to meet needs and resolve issues
• Strategy Development: Craft, advise and execute product strategies and roadmaps
• Mentorship: Mentor and develop team members
• Security and Compliance: Oversee data security and compliance

What We’re Looking For:

• 7+ years in ServiceNow administration or development with deep architecture knowledge
• Experience in managing CSDM & establishing and maintaining Data Governance standards
• Prior experience in implementing and augmenting the ServiceNow platform in the areas of ITSM and HR Service Management/Employee Center
• Excellent communication and collaboration skills
• Leadership experience in leading, managing or mentoring development teams
• Problem-solving and strategic thinking capabilities
• Experience running a lean organization that is focused on driving immediate impact
• Relevant ServiceNow certifications highly desirable

What You Should Know About This Team:

• Corporate-Wide Impact: System changes have broad visibility and significant impact
• Consistent Learning: Opportunities for growth and expanding scope
• Collaboration: Work across multiple departments and business leaders
• Amazing Team Culture: Highly collaborative and supportive team culture

Our Team’s Favorite Perks and Benefits:

• Wellness Reimbursement of $300 per quarter for wellness activities, including gym memberships, spa massages, workout equipment, meditation apps, and more.
• $1800 Experience Bonus to enjoy an experience of your choice, like a vacation or volunteer opportunity.
• Engaging Q-Group Communities such as MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women’s Leadership Development, all providing support and advocacy.Certification & Ongoing-Learning: Access to ServiceNow on-demand courses & certifications.

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

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Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If 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 let your Qualtrics contact/recruiter know.

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