Job Description
ServiceNow Support Manager (2 open)
A big 4 firm is seeking a highly motivated and analytical ServiceNow Support Manager to join the team. This is a newly created role to address significant issues within their ServiceNow landscape, specifically concerning finance-related tickets post-S4HANA implementation. The role primarily involves data analysis, process standardization, and problem-solving to reduce ticket aging and improve customer experience. These managers will need strong analytical skills, the ability to connect disparate information, and experience handling difficult stakeholders. A finance background and SAP S4HANA experience are beneficial but not mandatory; the focus is on core problem-solving and customer-centric skills.
Measuring Success:
Success in this role will be measured by a reduction in aged tickets, improved ticket bounce rates, and increased standardization of processes across the ServiceNow landscape.
Responsibilities:
• Conduct in-depth data analysis of ServiceNow tickets to identify bottlenecks, trends, and areas for improvement in ticket flow and resolution.
• Proactively identify stalled or bouncing tickets and directly facilitate their resolution by bringing together the necessary stakeholders.
• Drive standardization of ServiceNow processes across various products and teams, particularly in handling defects and the "known error process."
• Collaborate with business organizations to understand their current protocols and identify opportunities to align them with broader firm-wide standards.
• Develop and deliver regular reports on ServiceNow performance, including ticket aging, open tickets, and bounce rates, to firm leadership.
• Work closely with L1 and L2 support teams to improve operational efficiency and implement best practices for ticket management.
• Foster a positive customer experience by ensuring timely and effective resolution of issues.
• Document new processes and provide guidance to teams on improved workflows.
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Required Skills & Experience
5-7 years in a ServiceNow support or operations manager role
Proven Experience Cleaning Up Complex ServiceNow ITSM Environments (incident, problem, change management)
Proven experience cleaning up and optimizing ticketing processes / workflows
Experience supporting ERP or other complex enterprise systems (SAP/S4HANA a plus)
Experience working in large, complex enterprise environments (high ticket volume, multiple teams)
Strong data analysis and reporting experience (Power BI or similar)
Experience driving process standardization across L2/support teams
Ability to manage stakeholders and influence process change
Nice to Have Skills & Experience
Finance background
SAP S4HANA experience
Experience in project management is a plus, but the core focus is on process improvement and problem-solving.
Benefit packages for this role will start on the 1st 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.