Description

ServiceNow Program Manager

Alvarez & Marsal was founded in 1983 when Tony Alvarez II and Bryan Marsal recognized the opportunity to provide radically different advice and hands-on support to organizations facing operational and financial hurdles - situations demanding action, objectivity, and real results. Committed to its core values, A&M has since evolved from a boutique player to the premier independent global professional services firm with a reputation for providing leadership, problem-solving and value-creation to underperforming and robust companies across the industry spectrum.

What We're Looking For:

We're seeking a ServiceNow Program Manager. This role reports to the Senior Director of Application Development in the Alvarez and Marsal Information Technology department.

The ServiceNow Program Manager role provides on-going and strategic development tasks for Alvarez and Marsal ServiceNow instance. The candidate will be providing technical leadership on the technical design of the ServiceNow platform as well as responsible for continuous automation of key A&M processes. The individual will play a key role in maturing A&M's ServiceNow platform.

This individual will be the technical design lead for ServiceNow code and architecture, and work with IT managers and key Business Units to build solutions and processes, supporting maintenance, continual service improvement, and new capabilities on the ServiceNow platform. This role will also lead the operation management of task and small enhancements. This lead role will also provide technical guidance to internal SNOW developers as well as managing 3rd party operational support.

The individual will collaborate and manage A&M's 3rd party vendor in creating and updating road maps. Tasks also including attending status meetings and ensure 3rd party, and the A&M SNOW team are staying on top of incident and BAU tasks. He/she will evaluate, ensuring the A&M SNOW team and the 3rd party's ability to complete projects. The position involves creating technical specifications, technical solutions, and development efforts for small to midsize projects. For project-oriented development, the developer must work as part of a larger team to understand and implement specifications, communicate technical issues, and actively participate in functional, technical, and code reviews.

PRIMARY RESPONSIBILITIES:

The ServiceNow Technical Manager has one or more of the following responsibilities:

Management

• Lead a team of SNOW developers working on improvements and projects related to SNOW.


• Liaison with 3rd party SNOW support teams in ticket resolution and project development tasks; including reviewing/verifying technical architecture and solution.


• Continue to find opportunity to increase the collaboration between the A&M SNOW team and our 3rd party vendor.


• Oversee day-to-day operational management of the SNOW team.


• Work closely with our SNOW stakeholders and users on understanding demand and needs.


• Create SNOW roadmap along with our 3rd party leadership team.

Project Planning

• Collaborate with 3rd party delivery teams regarding maintenance and projects


• Adhere, lead, and enforce the SDLC process for all maintenance releases and


• projects.


• Work closely with the PMO team to understand scope and requirements. Provide level-of-effort estimates for projects and maintenance tasks across functional teams.


• Refine technical estimates based on approved functional and technical specifications.


• Effectively communicate with management and stakeholders on project timeline, risk mitigation and status.


• Coordinate maintenance and project releases.

Software Development

• Successfully plan, execute, monitor, control, and close all technical tasks related to configuration and implementation of all aspects of the ServiceNow platform.


• Create the technical design, ServiceNow code and architecture, responsible for overall ServiceNow code quality


• 3rd party Integrations and automation with ServiceNow using LDAP, Single Sign-on, Mid server, Web-services, ServiceNow Apps, and Email.


• Strong Implementation experience on various ITSM modules such as Incident Management, Problem Management, Change Management, Asset Management, CMDB and Service Catalog Requests.


• Expert experience working with CMDB data models and populating CMDB using the ServiceNow Discovery tool and other 3rd party tools like SCCM, NAC, etc.


• Experience managing the team's troubleshooting production and test issues; review root cause analysis, recommend corrective action, and lead the resolution efforts.


• Provide technical leadership to the project/consulting team. Strong knowledge of SDLC.


• Introduce technical best practices best practiced and provide technical mentoring to developers, 3rd party team and help desk.


• Conduct code reviews and design reviews; validate technical approaches of other team member and 3rd party vendor.

Documentation

• Ability to provide technical development plan and project estimations.


• Update training material and technical documentation

Quality Assurance

• Able to create QA/testing strategy including test scripts and perform QA testing


• Work with UAT teams to ensure that work products meet desired objectives


• Review and provide test case feedback

• Provide production support (on-call)


• Follow escalation procedures when required

JOB-RELATED QUALIFICATION STANDARDS:

• Candidate must be able to develop efficient, maintainable code under the standards set forth by the technology team.


• Possess proficiency in technical and process problem solving, as well as root analysis


• Demonstrated experience of managing timely, effective development tasks, through collaboration with technical lead and project liaison, and effectively communicating development status as requested and required.


• Candidate must have demonstrated ability to create technical design and fully understand software development lifecycle (SDLC).


• Candidate must be able to collaborate on implementation solutions across functional teams.


• Demonstrated ability to manage and prioritize SNOW initiatives.


• Ability to communicate technical solutions to non-technical audience.


• Develop and effectively communicate project status/solution using such tools as project plans and Visio diagrams.


• Candidate must have demonstrated experience in providing excellent customer service, including (but not limited to):


• Successful management of client relationships


• Proficiency in written and verbal communications

EXPERIENCE AND QUALIFICATIONS:

• BA/BS degree in Computer Science, Information Systems, or related field


• 8+ years' work experience in SNOW implementation


• Experience in creating technical design prior to development

OTHER REQUIREMENTS:

• Must be customer service-oriented and can work independently.


• Effective communication skills to be successful with all levels of personnel, both in verbal and written modes.


• Diligence in all documentation and written communication.


• Organization skills to multi-task and to schedule work effectively.


• Must be able to work flexible hours as needed.

The salary is $170,000 annually, dependent on several variables including but not limited to education, experience, skills, and geography. In addition, A&M offers a discretionary bonus program which is based on a number of factors, including individual and firm performance. Please ask your recruiter for details.

Regular employees working 30 or more hours per week are also entitled to participate in Alvarez & Marsal Holdings' fringe benefits consisting of healthcare plans, flexible spending and savings accounts, life, AD&D, and disability coverages at rates determined from time to time as well as a 401(k)-retirement plan. Provided the eligibility requirements are met; employees will also receive a discretionary contribution to their 401(k) from Alvarez & Marsal. Additionally, employees are eligible for paid time off including vacation, personal days, seventy-two (72) hours of sick time (prorated for part time employees), ten federal holidays, one floating holiday, and parental leave. The amount of vacation and personal days available varies based on tenure and role type. Click here for more information regarding A&M's benefits programs.

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