• Technical Manager, ServiceNow

    Job Locations US-NY-New York
    iCIMS ID
  • Overview and Responsibilities

    The Technical Manager ensures that the End Users of Viacom are well supported on the ServiceNow ITSM platform.  The primary goal of this individual will be to become a subject matter expert on all business and system processes using the ServiceNow platform.  The ideal candidate needs to have a thorough understanding of ITIL/ITSM processes and a strong technical background with the platform.  The candidate will be part of a team that bridges the gap between the Business Partners (IT and Non-IT), Requirements and the Applications Development team responsible for building and maintaining ServiceNow.  The ServiceNow platform spans ITSM, ITOM, ITBM, Application Development, Core Platform, HR Service Delivery, Security Management.


    Specifically, this candidate will:

    • Work with all Business Partners (IT and Non-IT) groups to define the vision, priority, and scope large and small projects
    • Document project plans, and specifications and obtain “sign off” from the business for system initiatives
    • Lead projects through the full life cycle, from justification through implementation and training
    • Stay aware of business initiatives and address potential impacts to systems/operations (e.g. network launches, mergers, new business required enhancements, etc.)
    • Provide timely status on all activities for the team, including clear identification of all risk and issues affecting scope of work
    • Support, analyze and resolve problems reported by ServiceNow clients

    Primary Responsibilites, but not limited to: 



    • Support Executive Director in planning and managing releases and upgrades of the ServiceNow platform and applications
    • Foster collaboration among Business Partners (IT and Non-IT) to keep them informed of related projects and other IT development requests
    • Work with Business Partners and Stakeholders to gather and document business requirements and processes, reporting and workflow needs; and with the team to review, analyze and document solutions to meet or enhance the requirements gathered
    • Create, maintain and provide detailed application development project plans and statuses: schedule scope of work, identify critical path activities, dependencies, milestones and resource allocation
    • Ensure adherence to quality standards and review project deliverables regularly
    • Work independently with clients and vendors spanning across global regions
    • Identify and resolve problems which may impact applications health; by monitoring user feedback and issues; Escalate important issues with complete analysis and recommendation to the attention of Executive Director so that decisions can be made promptly
    • Evaluate and implement new technologies, products, tools used in the application development environment. Must identify and resolve potential problems and design flaws
    • Propose recommended improvements to ServiceNow that would improve health of the application or streamline the business processes

    Solution Development and Delivery

    • Provide technical direction for the development, design, and systems integration for client engagement from definition phase through implementation
    • Apply significant knowledge of industry trends and developments to improve service to our clients
    • Recognize system deficiencies, and implement effective solutions
    • Create and execute development plans; and revise as appropriate to meet changing needs and requirements
    • Manage the development lifecycle and is responsible for managing technical risks throughout the project
    • Consistently deliver high-quality services to our clients
    • Support the full system implementation lifecycle activities
    • Partner with the team on solutions and defect management/smaller enhancements


    • Work closely with Business Partners (IT and Non-IT) to ensure development activities are in alignment with business objectives, needs and strategic directions
    • Assist Business Partners (IT and Non-IT) in defining and prioritizing scope for new projects and ongoing maintenance of existing applications
    • Manage external vendors to ensure delivery and support of packaged applications where appropriate
    • Work closely with the internal developers to ensure delivery and support of in-house packaged applications where appropriate
    • Act as a liaison between the team and Business Partners (IT and Non-IT)
    • Manage diverse and demanding Business Partners with a professional, courteous manner
    • Perform application management and analysis including documentation and sign off of Business Requirements, Product Upgrade Briefs, Application roadmaps, Product Incident Reports
    • Project Plans for upgrades of existing applications and business requested tools the business relies on daily

    Basic Qualifications

    • Bachelor’s degree in IT related field or equivalent experience
    • Minimum 5 years IT project management experience managing multiple projects in a large, IT Enterprise environment
    • Minimum 2 years of functional and technical experience with ServiceNow ITSM, ITOM, ITBM, Application Development, Core Platform, HR Service Delivery, Security Management
    • Minimum 3 years of system analysis, functional design and configuration experiences
    • Minimum 3 years of IT Service Management Process and IT project lifecycles experiences
    • Working knowledge and experience with documentation, data & reporting tools including Excel, Access, Visio, PowerPoint, SharePoint, Project

    Additional Qualifications

    • Strong functional knowledge of ITSM/ITIL processes
    • Strong technical knowledge of the ServiceNow platform
    • Knowledge of ITIL V2 & V3 foundational concepts and processes
    • Certified ServiceNow System Administrator a plus
    • Experience with implementation of ServiceNow a plus
    • Proficiency in JavaScript, HTML, CSS a plus
    • Experience working with jQuery, Jelly a plus
    • Experience on Integration (REST, Web Services, SOAP, HTTP, MID) a plus
    • Exceptional interpersonal skills with ability to work as a team or independently
    • Excellent written and communication skills, critical thinking, problem solving, conflict management, listening, time management
    • Superior communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relationships among all levels of an organization
    • Ability to accurately identify and analyze business requirements, processes and issues
    • Ability to facilitate meetings and interact with business partners and clearly communicate technical requirement to the development team
    • Ability to write functional specifications, test scripts, training guides and process documentation
    • Ability to develop flexible and efficient plans, lead project teams with multiple priorities while fostering an environment of team building and coordination
    • Ability to function collaboratively as part of a fast-paced, customer oriented team, perform effectively as an independent producer under broad management direction, and a demonstrated willingness to support the team on all levels to get the job done
    • Strong business analysis/project management skills
    • Strong organizational skills including an ability to manage multiple projects simultaneously, establish priorities, exercise good judgment, meet deadlines, and ensure issues are resolved in a timely manner
    • Solid work experience developing and managing technology projects from beginning to end
    • Broad experience with IT including networks, security, servers, storage, applications, infrastructure and governance a plus
    • PMI Certification a plus
    • Experience with Six Sigma methodology a plus    
    • Energetic team player with a can-do attitude, with an understanding that challenging, dynamic environments create opportunity


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