Senior Manager, ServiceNow Platform & Operations

Corning • Charlotte, NC

285d • $150,987 - $207,608

About The Position

The ServiceNow Platform & Operations Manager oversees the strategic direction, lifecycle roadmap, and health of the ServiceNow platform. This role includes managing a team and a 3rd party services provider, focusing on major release upgrades, SACM maturity, platform standardization, automation, and operational efficiency with predictive AI Operations. Responsibilities also cover financial aspects like license management, forecasting, business cases, and appropriation requests, ensuring solutions are reliable and cost-effective.

Requirements

• BS in Computer Science, Business, or a relevant field
• ITIL4 Foundation Certification
• Certified ServiceNow System Administrator or equivalent system experience
• 10+ years of direct experience managing operational support teams that are users of ServiceNow or similar service management platforms and processes
• 5+ years of first-hand support experience related to the use of ServiceNow or equivalent platform
• Managing teams and outcomes by setting detailed objective plans that align with a broader enterprise strategic roadmap
• Independently writing and presenting detailed business cases and appropriation requests
• Working knowledge of parallel IT systems and management tools
• Demonstrated ability to translate ITIL principles into practice
• Built and managed processes and organizations to ensure that Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed, monitored, and achieved in a multi-vendor environment
• Direct experience in working with SOWs and 3rd party contracts to manage outcomes of external vendors and cloud service providers
• Creating and managing Key Performance Indicators (KPIs) and Control Plans

Nice To Haves

• Functional knowledge of IT financials and fundamental accounting principles regarding the treatment of IT tools and applications
• Keen eye for gaps, complexity reduction, and simplification without compromising requirements
• Exceptional attention to detail, organized, and self-starter with the ability to function autonomously
• Demonstrated ability to manage and mentor technical teams, ensuring a collaborative and high-performance culture
• Excellent verbal and written communication skills, with the ability to present complex technical concepts to business leaders and stakeholders
• Ability to work cross-functionally to resolve conflicts and priorities
• Use technology to improve business processes and apply the same technology to the company's business processes

Responsibilities

• Adapt and execute the strategy to deliver ServiceNow complexity and customization reductions in support of off-the-shelf workflow standards
• Establish and maintain strategic alignment with operational support teams, service, and application owners to assess, implement, and optimize required ServiceNow modules
• Lead product lifecycle management, including facilitation of release plans and expectation setting for delivery of new, changed, and non-customized functionalities
• Leverage platform capabilities to identify and drive automation opportunities that create efficiencies in manual processes
• Partner with respective SACM resources to design and facilitate the implementation of a detailed CMDB control plan and access model that ensures sustainable health and data integrity
• Establish and maintain a strong partnership with parallel operational system administrators to maintain continuity of data flow for system integrations
• Prioritize and oversee service improvement and enhancement projects, including reporting on the progress of those projects and their impact on performance
• Influence stakeholders and gain consensus for product strategy and milestones by building presentations and visual artifacts that assist in key decision-making
• Own product lifecycle management, to include facilitation of release plans and expectation setting for delivery of new, changed and non-customized functionalities
• Manage all operational and resource aspects for the ServiceNow Platform team, to include Architecture, Engineering, Platform Operations, ITOM/ITAM Operations
• Author and send communications around platform changes and updates
• Oversee and approve platform changes in accordance with organizational change management processes
• Handle managed service provider and platform vendor escalations
• Lead on-shore and off-shore teams to complete agile-based deliverables as assigned by engagement leadership during project execution
• Lead the modernization of ServiceNow as part of the ongoing initiative to enhance Predictive Intelligence and AI Operations

Benefits

• Medical, dental, vision insurance
• 401(k) plan with company matching contributions
• 100% company-paid pension benefit
• Companywide bonus and attractive short- and long-term compensation programs
• Paid parental leave
• Mental health/substance use programs
• Fitness and disease management programs
• Professional development programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Nonmetallic Mineral Product Manufacturing
• Education Level: Bachelor's degree