Manager, ServiceNow-2

QTS Data Centers • Suwanee, GA

2d

About The Position

As the Manager, ServiceNow at QTS, you will be responsible for leading and overseeing the development, configuration, testing and deployment of ServiceNow solutions for both customer and employee needs. You will lead a team of ServiceNow administrators, developers and analysts, ensuring on-time delivery of high-quality work while adhering to best practices and standards. The Manager, Service now will collaborate with stakeholders across the organization to understand requirements, provide guidance, and ensure alignment with the QTS’s business goals, overall IT strategy and vision. Manage the full lifecycle of ServiceNow projects and initiatives, from planning and design to implementation and ongoing support Lead and mentor a team of ServiceNow developers, administrators and analysts, providing feedback, coaching and performance reviews Establish, continually improve and enforce QTS’s ServiceNow development and configuration standards, policies and procedures Ensure ServiceNow solutions are secure, scalable, reliable and compliant with industry best practices and regulations needed for QTS business Oversee the monitoring and troubleshooting of ServiceNow issues, incidents and problems, while providing root cause analysis and resolution meeting established SLA’s Manage ServiceNow upgrades, patches and enhancements, ensuring their compatibility and integrations with other QTS applications, including Nuvolo, Salesforce, Workday and SDP Develop and maintain ServiceNow documentation for QTS, including technical specifications, user guides and training materials Communicate and collaborate with business users, IT leaders, vendors and other stakeholders to understand their needs, expectations and feedback to improve the overall user experience for all in ServiceNow Manage ServiceNow budget, resources, timelines and report on project status and progress regularly Establish and report on meaningful KPI’s for the ServiceNow team Stay updated on ServiceNow trends, innovations and best practices to allow for identification of opportunities for improvement and optimization

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

Responsibilities

• Manage the full lifecycle of ServiceNow projects and initiatives, from planning and design to implementation and ongoing support
• Lead and mentor a team of ServiceNow developers, administrators and analysts, providing feedback, coaching and performance reviews
• Establish, continually improve and enforce QTS’s ServiceNow development and configuration standards, policies and procedures
• Ensure ServiceNow solutions are secure, scalable, reliable and compliant with industry best practices and regulations needed for QTS business
• Oversee the monitoring and troubleshooting of ServiceNow issues, incidents and problems, while providing root cause analysis and resolution meeting established SLA’s
• Manage ServiceNow upgrades, patches and enhancements, ensuring their compatibility and integrations with other QTS applications, including Nuvolo, Salesforce, Workday and SDP
• Develop and maintain ServiceNow documentation for QTS, including technical specifications, user guides and training materials
• Communicate and collaborate with business users, IT leaders, vendors and other stakeholders to understand their needs, expectations and feedback to improve the overall user experience for all in ServiceNow
• Manage ServiceNow budget, resources, timelines and report on project status and progress regularly
• Establish and report on meaningful KPI’s for the ServiceNow team
• Stay updated on ServiceNow trends, innovations and best practices to allow for identification of opportunities for improvement and optimization

Benefits

• medical, dental, vision, life, and disability insurance
• 401(k) retirement plan
• flexible spending and HSA accounts
• paid holidays
• paid time off
• paid volunteer days
• employee assistance program
• tuition assistance
• parental leave
• military leave assistance
• QTS scholarship for dependents
• wellness program
• other company benefits
• Roth and Traditional 401(k) matching contributions with immediate vesting
• Every employee is bonus or commission eligible
• Generous PTO, Paid Volunteer Days Plus Floating Holidays
• Stock Purchase Plan (SPP)
• 11 paid Holidays Annually/Holiday compensation when worked
• Pet and Legal Insurance
• Q-Rest Sabbatical Program
• Q-Anniversary Service Award Program
• Parental Leave for primary and secondary caregivers
• Military Benefits Package
• QTS Charitable Matching Gift Program
• QTS Scholarship for Employee Dependents
• QTS Crisis Fund
• Wellness Program
• Tuition Reimbursement Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager