Function as the platform owner of our ServiceNow implementation. Manage and lead a team of ServiceNow platform administrators. Maximize the system’s effectiveness and help drive IT and business workflow productivity and accuracy. Work with a great deal of autonomy, helping to transform the IT lead team's process desires into a practical reality. Apply a variety of IT and ServiceNow responsibilities to guide the IT organization through the required transformations needed to maximize effectiveness.
Job Duties and Responsibilities:
Lead and supervise a team of ServiceNow Platform experts and manage work assignments
Oversee the administration of the ServiceNow platform to align with IT policies, processes, and procedures with ITIL emphasis
Ensure responsiveness in the ServiceNow team for assigned incidents and service catalog requests
Oversee perform administration and managing for users, groups, roles, categories, etc.
Understand DFA IT and other business processes and make recommendations relating to how those processes can be incorporated into the current or future ServiceNow modules to enhance process effectiveness and simplicity
Understand the ServiceNow platform and make recommendations for the ServiceNow enhancement roadmap
Review ServiceNow usage and identify improvement opportunities that would lead to increased usage and effectiveness of the product set
Lead new module implementations through design, build, and launch phases
Ensure maintenance of the ServiceNow instance and compliance by performing regular version updates
Establish service health monitoring and response plans and ensure function availability
Manage subscription licensing and project future needs
Establish a data ownership charter and ensure that all tables/items have clear data management assignments
Oversee ServiceNow system and data security and ensure compliance with DFA Security standards
Where possible, maximize opportunities for user or advanced user self-service through the establishment of policies and the distribution of techniques such as flow designer
Establish communication and data transfer integrations with other systems of record needed to keep the ServiceNow data relevant and accurate
Provide occasional on-call support of systems outside of regular business hours
The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required.Other duties may be assigned as required.
Requirements
Minimum Requirements:
Education and Experience
Bachelor’s degree in Information Technology or related field (or equivalent combination of education and experience)
8 or more years of relevant work experience with 1+ year of management experience or recognized leadership experience (project or team)
Experience in development, design, and implementation of ServiceNow environments and ServiceNow Admin
Experience using a variety of abstract datasets/structures to produce user friendly analytics and data visualization
Experience with Service Catalog, creating items, and workflows, including Order Guides
Experience with service portal development and administration including familiarity with CSS, HTML, JavaScript
Experience with Workflow & Flow Designer
Experience with integrations using external technologies via API (SOAP, REST etc.)
Experience with mobile agent configuration & development preferred
