ServiceNow Manager

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Act as the subject matter expert for all ServiceNow modules.

• Collaborate with business leaders and key stakeholders to design, develop, and architect fundamental ServiceNow capabilities.

• Offer recommendations on tools and capabilities based on research and experience with platform functionality.

• Oversee a team of developers, vendors, and administrators who support the ServiceNow application.

• Direct the design, development, and ongoing enhancement of ServiceNow solutions for both internal and external projects.

• Work closely with business leaders, stakeholders, and Information Technology teams on requirements and implementation processes.

• Generate and sustain reports and dashboards.

• Supervise ServiceNow support, administration, maintenance, upgrades, and updates.

• Develop and maintain API and data integrations between ServiceNow and other services and applications.

• Create system integrations and automate processes.

• Monitor application health, usage, and compliance.

• Load, manipulate, and manage data between ServiceNow and other systems.

• Act as a technical contributor and retain expertise in industry standards and best practices.

• Transform product requirements into system solutions while adhering to technical, schedule, and budget constraints.

• Investigate and resolve complex technical issues in both production and non-production environments.

• Formulate innovative technical solutions to challenging problems.

• Identify and evaluate compliance and operational risks, as well as escalate, manage, and report control issues.

• Undertake other related duties as assigned.

⛳️ Requirements

• Must have authorization to work in the U.S.

• A BS degree is required, preferably in Computer Science, Information Technology, Computer Engineering, or a related IT discipline, or equivalent experience.

• A minimum of 7+ years of experience in developing, implementing, configuring, and customizing ServiceNow within an enterprise environment.

• Experience in Custom Application Development using ServiceNow.

• Proficiency in ITIL practices and Incident Management tools within ServiceNow.

• Experience with API connections for integrations from ServiceNow to other applications is a plus.

• Strong business and analytical skills with the ability to propose solutions.

• Excellent problem-solving and troubleshooting abilities.

• Experience as a product owner with a technical background in development.

• A motivated team player with a proven track record of effectively communicating complex subject matter to all organizational levels, including senior leadership.

• Experience using ServiceNow in a Scrum/Agile environment, prioritizing features, and utilizing the tool for automation testing.

• Skilled in managing product backlogs in Agile, addressing bug fixes, conducting UAT, and creating flow charts and diagrams to visualize workflows.

• Experience collaborating with technical teams and business leaders.

• Strong communication skills.

• Proficient in requirements gathering and documentation.

• While working from home, employees must possess a reliable internet connection and work in a noise-free and distraction-free environment.

🏝️ Benefits

• Insurance Coverage: Health, Dental, Vision, Life/AD&D, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness.

• Paid Time Off (Vacation, Holidays, Birthday).

• 401k Retirement Plan with Company Match.

• Peer-to-Peer Recognition.

• Learning and Development Opportunities.

• Pet Insurance.

• Enjoyable On and Off-Site Events.

• Referral Bonus Program.

• Employee Assistance Program.