ServiceNow Manager

JOB DESCRIPTION:

MAIN PURPOSE OF THE ROLE

The ServiceNow Manager role serves as a strategic liaison between the IT ServiceNow platform and multiple business units. This role is accountable for evaluating influencing and governing IT processes and ServiceNow platform capabilities to enable consistent predictable and highquality service delivery.

This individual leads the definition design and continuous improvement of IT service management processes ensuring that ServiceNow configurations foundational data integrations and performance metrics align with organizational strategy service maturity roadmaps and global information management objectives.

A strong focus on End User Experience is essential driving IT interactions toward a customercentric nextgeneration digital experience through optimized workflows automation selfservice and analytics.

MAIN RESPONSIBILITIES

ServiceNow & Process Leadership

• Act as the senior business analyst for ServiceNowenabled capabilities across multiple modules including IT Service Management (ITSM) Customer Service Management (CSM) Governance Risk & Compliance (GRC) Hardware Asset Management (HAM) IT Operations management (ITOM) and Strategic Portfolio Management (SPM).

• Ensure process tool configuration data model and KPIs work together to drive service maturity stability and user satisfaction.

• Mentor coach and develop junior Business Analyst resources providing guidance on analysis techniques documentation standards stakeholder engagement and professional growth.

Business Partnership & Strategy Alignment

• Partner closely with business unit leaders service owners and IT leadership to understand business objectives regulatory requirements and operational challenges.

• Work with business contacts to define and prioritize demand initiatives and enhancement backlogs.

• Proactively identify strategic opportunities to apply new or existing ServiceNow capabilities to improve service quality automation cost efficiency and user experience.

• Ensure cohesiveness between business strategies and ServiceNow platform direction roadmaps and investment priorities.

Requirements & Solution Design

• Lead requirements workshops translating business needs into clear concise functional and technical requirements suitable for ServiceNow configuration and development.

• Perform business process analysis mapping current state to future state identifying gaps risks data dependencies controls and integration needs.

• Produce highquality artifacts including:

  • Business requirements documents

  • Functional specifications

  • Process flows and service blueprints

  • User stories and acceptance criteria

ServiceNow Configuration & Delivery Support

• Collaborate with ServiceNow developers architects and delivery teams to ensure solutions meet requirements and follow platform best practices.

• Support or perform configuration testing (UAT) validation and implementation activities for ServiceNow solutions.

• Ensure delivery teams fully understand customer needs business drivers and desired outcomes.

Operations Optimization & Continuous Improvement

• Provide ongoing support for production ServiceNow applications resolving business and technical issues in collaboration with support teams.

• Analyze trends metrics and user feedback to identify continuous improvement opportunities.

• Maintain awareness of ServiceNow releases industry trends and emerging technologies to advise leadership on innovation opportunities.

QUALIFICATIONS

Education

• Bachelors Degree in Computer Science Information Systems Business Administration or a related field or equivalent combination of education and experience

Experience / Background

• Minimum 7 years of IT Business Analysis experience in a large or midsized enterprise environment

• 3 years of handson ServiceNow experience preferably across multiple modules

• Strong knowledge of ITIL practices and IT service management processes

• Proven experience with:

  • Business process modeling and optimization

  • ServiceNow requirements configuration and testing

  • Global or multiregional service organizations

• Experience in regulated environments (e.g. healthcare GxP) preferred

• Strong project stakeholder and vendor management skills

Technical & Professional Skills

• Deep understanding of ServiceNow platform architecture data model and configuration best practices

• Ability to translate complex business needs into practical scalable ServiceNow solutions

• Strong analytical documentation and facilitation skills

• Excellent communication and influence skills across technical and nontechnical audiences

• Customercentric mindset with strong focus on End User Experience

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Implementation Specialist (ITSM or related)

• ITIL Foundation or higher

The base pay for this position is

In specific locations the pay range may vary from the range posted.

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