Summary:

As the Manager for ServiceNow Development & Support Portfolio, you will drive the development, deployment, and ongoing support of the enterprise ServiceNow platform. This role encompasses technical, project and people management responsibilities for ensuring operational excellence, innovation, and continuous improvement across modules as well as integrating ServiceNow within the broader digital ecosystem. The ideal candidate will have a 12+ years total experience with 3+ years in ServiceNow leadership roles having proven experience of growing teams and delivering projects.

Key Responsibilities:

Own the overall roadmap, and execution for ServiceNow projects, ensuring project is executed on time with quality
Lead the design, implementation, and support of scalable ServiceNow solutions and workflows. Oversee ServiceNow custom development, scripting, debugging, troubleshooting and high-availability deployments. Ensure robust workflow management, business rules, and ServiceNow best practices are adhered to
Drive DevOps and automation practices, including Git version control, CI/CD pipelines, and integration of microservices with Kubernetes
Optimize performance, scalability, and security of ServiceNow environments
Serve as the escalation point for critical incidents, troubleshooting, problem resolution and platform debugging
Mentor, manage, and grow a high-performing team of ServiceNow developers, administrators, and support professionals
Partner with business, IT, and vendor stakeholders to align ServiceNow delivery with strategic objectives
Effective project management thru KPIs
Stay up-to-date with emerging ServiceNow features and technology trends, including big data integrations
Foster a culture of innovation, continuous improvement, and collaboration across cross-functional teams, bringing in a culture of ownership and accountability. Build a collaborative and inclusive work environment to attract and retain top talent.
Communicate effectively with executive leadership, providing regular updates on project progress, risks, and opportunities.

Qualifications:

Bachelor's degree in computer science, Information Technology, or a related field (Master's degree preferred).
12+ years of experience in software development, with at least 3 years in a leadership role managing ServiceNow development and support programs.
In-depth understanding of ServiceNow modules: ITSM, ITOM, CSM, FSM, Business Rules, and IntegrationHub
Strong development skills in Java and JavaScript
Experience with DevOps implementation, Git, CI/CD pipelines, automation, and container orchestration (Kubernetes)
Microservices architecture: design and deployment experience in distributed systems
Proficiency in Unix Shell Scripting for systems integration and automation
Familiarity with Apache Spark and its integration for analytics/data pipelines is a plus
Demonstrated leadership managing teams, driving delivery, and guiding technical strategy
Strong stakeholder engagement, communication, and influencing abilities
ServiceNow Implementation Specialist or ServiceNow Technical Architect certifications (CIA, CTA.) strongly preferred

Manager-Technology (Servicenow development)