ServiceNow Manager

BCS CALLPROCESSING INC

22h • $124,000 - $182,000 • Remote

About The Position

The ServiceNow Manager will be the subject matter expert for all modules within ServiceNow along with partnering with business leaders and key stakeholders for the design, development, and architecture of core ServiceNow capabilities in accordance with business and client requirements to meet business goals and objectives. The SN Manager will provide tools and capability recommendations based on experience and research of platform functionality. This role will be a critical member of the Operations team.

Requirements

• Must be authorized to work in the U.S.
• BS degree required, preferably in Computer Sciences, Information Technology, Computer Engineering, or related IT discipline, or equivalent experience.
• Minimum 7+ years of experience developing, implementing, configuring, and customizing ServiceNow in an enterprise environment.
• Experience in Custom Application Development using ServiceNow
• Proficiency in ITIL practices and Incident Management tools within ServiceNow
• Strong business and analytical skills with the ability to recommend solutions
• Strong problem-solving and troubleshoots skills
• Experience being a product owner with a technical background in development
• Motivated team player with demonstrated success in communicating complex subject matter to all levels of the organization including senior leadership
• Experience working with ServiceNow in a Scrum/Agile environment, prioritizing features, and leveraging the tool for automation testing
• Skilled in managing product backlogs in Agile, handling bug fixes, conducting UAT, creating flow charts and diagrams to visualize workflows
• Experience in collaborating with technical teams and business leaders.
• Strong communicator skills
• Skilled in requirements gathering and documentation

Nice To Haves

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

Responsibilities

• Manages a team of developers, vendors and administrators who support the ServiceNow application.
• Leads the design, development, and continuous improvement of solutions in ServiceNow for internal and external projects.
• Collaborates with key business leaders, stakeholders, and Information Technology team for the design requirements and implementation for development projects.
• Creates and maintains reports and dashboards.
• Leads the support, administration, and maintenance of ServiceNow platform and associated applications.
• Creates and maintains API and data integrations between the platforms and other services and applications.
• Develops system integrations and process automation to meet the business and client goals and objectives.
• Monitors health, usage, and overall compliance of ServiceNow applications.
• Loads, manipulates, and maintains data between ServiceNow and other systems.
• Leads and participates in administration of ServiceNow to include upgrades and updates.
• Serves as ServiceNow technical contributor, maintains technical expertise, relevant industry standards, and best practices.
• Ensures the logical and systematic conversion of product requirements into systems solutions that acknowledge technical, schedule, and cost constraints.
• Researches and resolves more complex technical problems in both production and non-production environments.
• Develops creative technical solutions to complex problems.
• Exercises judgment in methods, techniques, and evaluation criteria for obtaining results.
• Applies technical expertise and knowledge to other related disciplines.
• Appropriately identifies and assesses risk when business decisions are made, including but not limited to compliance and operational risks.
• Demonstrates consideration for BCS365’s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues.
• Perform other related duties as assigned.

Benefits

• Insurance Coverage You Can Depend On (Health, Dental, Vision, Life/AD&D, Short-Term Disability, Long-Term Disability)
• Generous Time Off
• 401k Retirement Plan with Company Match
• Peer-to-Peer Recognition
• Learning and Development
• Pet Insurance
• Fun On and Off-Site Events
• Referral Bonus Program
• Employee Assistance Program

What This Job Offers

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