Manager, ServiceNow (Customer & Employee Experience)

QTS Data Centers•Suwanee, GA

About The Position

As the Manager, ServiceNow (Customer & Employee Experience) at QTS, you will lead the delivery, adoption, and continuous improvement of ServiceNow capabilities that support IT service management and employee experiences. This role is responsible for ensuring all modules of the platform supporting our internal employees, including Employee Center enable efficient operations, consistent service delivery, and a high-quality experience for QTS employees. You will provide leadership for a team supporting these modules, partner closely with leadership, business and IT stakeholders, and ensure platform capabilities align with QTS business objectives, service management strategy, and enterprise standards.

Requirements

US Citizenship required
Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field, or equivalent combination of education and experience.
5+ years of progressive experience in ServiceNow development, configuration and administration, including custom applications, workflows, integrations and reporting
At least 3 years of experience in managing and leading ServiceNow teams and projects
Certification as ServiceNow Administrator, Application Developer or Implementation Specialist
Strong knowledge of ServiceNow platform, modules and features, such as ITSM, ITOM, ITBM, HR, CSM and GRC
Experience in integrating ServiceNow with other systems and applications, such as Active Directory, LDAP, SSO, SAML, and OAuth
Excellent communication, presentation and interpretation skills, with the keen ability to translate technical concepts to non-technical audiences
Strong analytical, problem-solving and decision-making skills
Ability to manage multiple priorities and deadlines
Detail-oriented, organized and quality-focused, with a customer-centric mindset

Nice To Haves

Experience in using ServiceNow tools and API’s, such as Service Portal, Service Catalog, Discovery, Orchestration, REST and SOAP
Proficient in ServiceNow scripting languages, such as JavaScript, HTML, CSS, AngularJS and Jelly
Exposure to or experience with Automated Testing Framework (ATF) for ServiceNow
Familiarity with Nuvolo, especially evaluating impacts of ServiceNow upgrade releases
Success in managing external, 3rd party vendors (time and budget)
Microsoft and/or additional ServiceNow certifications are preferred
Experience with Atlassian suite of tools
MBA
Agile/Scrum experience
Relationships– Build valuable relationships with people, facts, and context. Deeply aligned relationships are the key to unlocking the power of people to overcome the challenges they face and achieve more than they could in isolation.
Creativity– Apply integrated thinking. Creativity is necessary to produce unprecedented value. By combining awareness of new facts and deeper understanding of people’s purposes and concerns we are able to generate a surplus of ideas. And create the possibility of changing the world.
Collaboration– Develop aggressive AND realistic plans. Working collaboratively is required to make the best decisions on how to allocate time, money and talent and thus enable our dreams to become reality.
Accountability- Get the job done. We must be clear on who is going to do what by when. Accountability is the only way that change occurs. Constant acts of courage (people doing something) inspire others to join in making the world a better place.
Learning– Lead in a developmental environment – Turning learning into action is fundamental to unleashing the power of QTS. By embracing change and appreciating others, we accelerate business improvements and our own development and fulfillment.

Responsibilities

Provide leadership and oversight for ServiceNow ITSM and Employee Center capabilities across QTS.
Own the end-to-end lifecycle of platform and Employee Center initiatives, from intake and planning through delivery, adoption, and ongoing support.
Lead, mentor, and develop a team of ServiceNow administrators, analysts, and delivery resources focused on customer and employee experience outcomes.
Partner with IT leadership, service owners, and business stakeholders to understand requirements, define priorities, and ensure alignment with QTS operational and service management goals.
Establish, maintain, and continuously improve standards, governance, and operating practices related to ITSM and Employee Center.
Ensure ITSM and Employee Center solutions are reliable, scalable, secure, and aligned with organizational and regulatory requirements.
Oversee the operational health of ITSM processes, including incident, request, problem, and change support, ensuring service performance meets established SLAs.
Guide enhancements, releases, and integrations related to ITSM and Employee Center while ensuring minimal disruption to business operations.
Ensure effective documentation, training materials, and user guidance are in place to support consistent use and adoption of ITSM and Employee Center.
Serve as a key point of contact between business users, IT teams, vendors, and partners to gather feedback and continuously improve the employee service experience.
Manage resources, budgets, timelines, and delivery reporting for ITSM and Employee Center initiatives.
Define and report on meaningful KPIs related to service performance, platform adoption, and team effectiveness.
Stay informed on ServiceNow ITSM and Employee Center capabilities and industry best practices to identify opportunities for improvement and optimization.
Other duties, as assigned