Manager IT ServiceNow Platform

American Addiction Centers•Charlotte, NC

1d•$63 - $95•Remote

About The Position

The Manager IT ServiceNow Platform is responsible for the day-to-day operations of the ServiceNow platform, ensuring its stability, performance, scalability, and upgradability. This role works closely with business stakeholders to understand their requirements and translate them into technical solutions on the platform. The manager will consult with users to identify, evaluate, and formulate strategies for improvement, managing and supporting changes and enhancements through proper analysis, testing, change management, and user input processes. They will execute the strategy of the ServiceNow platform, advocating for its value as a critical technology within the organization. This includes identifying areas for process improvement and automation, implementing solutions using best practices, and ensuring compliance with organizational standards. The role oversees the development, execution, administration, and evaluation of system processes, as well as the end-to-end implementation of ServiceNow solutions, ensuring they meet industry standards. Additionally, the manager will oversee relationships with external vendors and partners, define and track key performance indicators, and design and direct the work of their team(s), including selection, coaching, development, and performance management. Budget development and adherence to the organization's Code of Ethical Conduct are also key responsibilities.

Requirements

Bachelor’s degree or equivalent knowledge in Computer Science, Business Administration, or related field
3 years of experience in information technology and ServiceNow within a complex environment.
1 year of management experience in project management and managing multi-discipline work teams.
Experience with systems design and development from business requirements analysis through day-to-day management, and advanced project management skills.
Demonstrated knowledge of enterprise organizational structures/workflow and business system architecture and technology
Ability to interact and work through technical requirements with clients to formulate project design and implementation requirements
Demonstrated negotiation and facilitation skills and ability to explain/communicate technical design decision to customers
Ability to handle multiple tasks, set appropriate priorities and accomplish assignments in a thorough and timely manner
Knowledge of effective best practice in information systems operations, regulations, and guidelines
Skills and demonstrated experience in establishing excellent working relationships and partnering with various teams.
Strong communication skills and the ability to communicate effectively with all levels of employees.

Nice To Haves

Advanced degree in Computer Science, Business Administration, or related field
ServiceNow applicable certifications
ITIL applicable certifications
8 years of experience in information technology and ServiceNow within a complex environment

Responsibilities

Responsible for the day-to-day operations of the ServiceNow platform, ensuring its stability, performance, scalability, and upgradability
Works closely with business stakeholders to understand their requirements and translate them into technical solutions on the platform
Consults with users to identity, evaluate and formulate strategies to deal with opportunities for improvement. Manages and provides support for changes/enhancements ensuring proper analysis, testing, change management and user input processes are followed
Executes the strategy of the ServiceNow platform while advocating for the value of the platform as a critical technology platform within the organization
Identifies areas of process improvement and automation within the platform while implementing solutions utilizing best practices and ensuring compliance with organization standards
Oversees the development, execution, administration, and evaluation of system processes and mechanisms to support the mission, vision, values, and strategic initiatives
Oversees end-to-end implementation of ServiceNow solutions, ensuring they are configured to meet industry standards
Oversees relationships with external vendors and partners, ensuring effective collaboration, adherence to service agreements, and timely issue resolution
Defines and tracks key performance indicators to measure the effectiveness and success of the ServiceNow platform
Designs and directs the work of the team(s). Selects, coaches, and develops team(s). Sets clear expectations to inspire and motivate the team. Manages performance by recognizing achievement, providing feedback, and administering progressive discipline when necessary.
May develop and/or recommend operating and capital budgets and controls expenditures within approved budget objectives.
Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that people actions, and the actions of employees supervised, comply with the policies, regulations, and laws applicable to the organization's business.

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program