We are looking for a highly skilled ServiceNow Development Manager with extensive expertise in IT Service Management (ITSM), IT Asset Management (ITAM), and IT Operations Management (ITOM). The ideal candidate will have a strong background in designing and implementing ServiceNow solutions to support critical business functions, including asset management, configuration management, incident management, change management, problem management, event management, and tool integrations. The ideal candidate will possess comprehensive knowledge of ServiceNow modules, be proficient in development and configuration, and can prescribe and architect solutions for complex IT challenges. This role requires mentoring and coaching ServiceNow developers, helping them to grow and develop their skills.
Responsibilities:
Assume hands on lead role for Incident Management, Change Management, Asset Management, Config Management as required or needed.
Lead delivery of programs mission goals through ServiceNow implementation.
Act as the primary resource advising the programs enterprise-wide, prescribed, ServiceNow implementation, which includes collaborating with key stakeholders to validate and set ServiceNow implementation approach for program.
Lead coordination with internal stakeholders.
Provide guidance and recommendations on essential enterprise governance requirements and support oversight where directed.
Working closely with key stakeholders to current ITSM-related challenges understand organizational transformation objectives and guide the assessment of current service maturity, definition, and supporting toolsets that result in making recommendations to change and/or enhance program service delivery through ServiceNow.
Contribute thought leadership (methodology, presentation, and whitepapers) as needed to ensure that all available technical solutions are available to the customer when making critical decisions for the platform.
Responsible for leading the analyzing and translating business information and technical requirements into solutions that align to ServiceNow out of the box capabilities and consider current and future configurations, requirements, mandates or platform upgrades.
Support the team in ServiceNow operations like User/ Group administration, reporting, Metrics, SLAs, etc.
Leverage both proven and innovative technology approaches to solve challenging business problems.
Communicate with the customer in non-technical terms, understand their business requirements, and provide suitable solutions.
Provide technical guidance, training and leadership to the technical delivery team.
Work on continuous improvement and consistency by sharing experience and knowledge within the team.
Respond to or coordinate response to technical questions and research requests from stakeholders. Perform business case analysis to support decision making process. Build and maintain relationships across all business units to ensure alignment with program capture, program execution, and other line of business services.
Ability to work independently or part of a cross functional team.
Ability to lead projects & provide technical oversight to ensure alignment with strategic goals & objectives.
Maintain technical proficiency by keeping current with the latest technologies, trends, standards, & products.
Ability to formulate a digital transformation vision, make critical business and technical recommendations, and lead adoption strategy conversations with Senior and Executive-level customers.
Build & maintain relationships with key vendor partners to identify, monitor and incorporate industry & vendor best practices.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
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10+ years of experience required, with a focus on ITAM/ITSM, IT Operations, and Infrastructure.
BA/BS degree or equivalent work experience.
Extensive experience with ServiceNow modules, including: Asset Management (HAM/SAM), Configuration Management (CMDB), Incident Management, Change Management, Problem Management, and Event Management.
ServiceNow Tool Integrations (e.g., monitoring tools, third-party systems).
Proven experience in designing and developing complex ServiceNow solutions that align with IT service and operations processes.
Experience with Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint, Visio and Project).
Strong understanding of Software Development Life Cycle utilizing agile principles and application.
Excellent communication and facilitation skills and ability to be flexible and work analytically in a problem-solving environment.
Extensive experience in the consulting industry, technical leadership, and/or service delivery support.
Strong knowledge of commercial products/solutions, especially COTS software application products.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.