ServiceNow (SNOW) Program Manager

Alvarez & Marsal • Houston, TX

412d • $170,000 - $170,000

About The Position

The ServiceNow Program Manager at Alvarez & Marsal is responsible for the ongoing strategic development and technical leadership of the ServiceNow platform. This role involves managing a team of developers, collaborating with third-party vendors, and ensuring the continuous improvement of A&M's ServiceNow instance. The Program Manager will oversee project planning, software development, and quality assurance, while also providing technical guidance and support to internal teams and external partners.

Requirements

• BA/BS degree in Computer Science, Information Systems, or related field.
• 8+ years of work experience in ServiceNow implementation.
• Proficiency in technical and process problem solving, as well as root cause analysis.
• Demonstrated ability to create technical designs and understand the software development lifecycle (SDLC).
• Ability to communicate technical solutions to a non-technical audience.
• Strong customer service orientation and ability to work independently.

Nice To Haves

• Experience with ITSM modules such as Incident Management, Problem Management, Change Management, Asset Management, CMDB, and Service Catalog Requests.
• Expertise in working with CMDB data models and populating CMDB using ServiceNow Discovery and other tools.

Responsibilities

• Lead a team of ServiceNow developers on improvements and projects related to ServiceNow.
• Liaise with third-party ServiceNow support teams for ticket resolution and project development tasks.
• Oversee day-to-day operational management of the ServiceNow team.
• Collaborate with stakeholders to understand demand and needs for ServiceNow.
• Create and manage the ServiceNow roadmap with third-party leadership.
• Adhere to and enforce the Software Development Life Cycle (SDLC) process for all maintenance releases and projects.
• Provide level-of-effort estimates for projects and maintenance tasks across functional teams.
• Effectively communicate project timelines, risk mitigation, and status to management and stakeholders.
• Plan, execute, monitor, control, and close all technical tasks related to the ServiceNow platform.
• Create technical designs and ensure overall ServiceNow code quality.
• Manage integrations and automation with ServiceNow using various tools and technologies.
• Conduct code reviews and design reviews, validating technical approaches of team members and third-party vendors.
• Develop QA/testing strategies and perform QA testing with UAT teams.

Benefits

• Healthcare plans
• Flexible spending and savings accounts
• Life, AD&D, and disability coverages
• 401(k) retirement plan with discretionary contributions
• Paid time off including vacation, personal days, sick time, federal holidays, and parental leave
• Discretionary bonus program based on individual and firm performance

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree