Software Engineering Manager - ServiceNow

GENERAL DUTIES AND RESPONSIBILITIES: 

• Perform ServiceNow administrator duties, including managing users, roles, permissions, and platform upgrades
• Work closely with product management and business stakeholders to understand needs, document requirements, and ensure alignment with the ServiceNow platform capabilities.
• Lead ServiceNow projects based on requirements, including design, configuration, testing, deployment, and post-go-live support.
• Work closely with third-party developers to implement ServiceNow solutions based on business needs and industry best practices.
• Configure and customize ServiceNow modules, including ITSM, ITOM, HR Service Delivery, and other business applications
• Monitor platform health and performance, addressing any issues and performing regular maintenance, patching, and updates.
• Following prescribed SDLC process to align with compliance standards.
• Collaborate with cross-functional teams to design and implement ServiceNow integrations with other systems.
• Troubleshoot and resolve ServiceNow issues and provide on-going technical support for users.
• Drive continuous improvements and optimizations to the ServiceNow platform to meet evolving business needs.
• Stay current with ServiceNow features, industry trends, and best practices.
• Provide training and guidance to end-users to maximize the platform's usage and effectiveness.

GENERAL KNOWLEDGE, SKILLS, AND ABILITIES: 

• Minimum 5 years of experience as a ServiceNow Developer or Manager
• Minimum 3 years of experience as a Project or Technical Lead
• In-depth knowledge of ServiceNow administration, including platform configuration, instance management, and upgrades.
• Expertise in managing user roles, permissions, access controls, and ensuring platform security and compliance.
• Excellent communication skills with the ability to collaborate effectively across departments and teams.
• Proven experience troubleshooting platform issues and providing support for ongoing operations.
• ServiceNow Certified System Administrator (CSA) certification is strongly desired; other certifications like Certified Implementation Specialist (CIS) are a plus.
• Familiarity with ITIL best practices and frameworks.
• Experience with ServiceNow integrations using REST and SOAP APIs.
• Working knowledge of JavaScript, HTML, CSS, and other web technologies as used within ServiceNow.
• Experience with Agile methodologies for software development.
• Experience with ServiceNow tools like ServiceNow Studio and Flow Designer.

EDUCATION REQUIREMENTS: 

Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience).