This individual will lead a team through the planning, requirements gathering, design, implementation, and maintenance of ServiceNow programs to increase business effectiveness, solve problems, and create new opportunities to support business goals. The role involves preparing business strategy materials, presenting to upper management, developing and monitoring policies, procedures, and standards, and working closely with an agile team to ensure incidents and enhancements in the ServiceNow environment meet established standards and guidelines. Operating under general direction, they will provide technical direction to Analysts, Developers, and Configurators, leading implementations across multiple ServiceNow modules (e.g., PPM/SPM, CMDB, CSM, HAM/SAM, APM, HRSD).
Key Responsibilities
Architecture Design & Platform Management
- Lead the design, development, and implementation of ServiceNow solutions across multiple modules, ensuring alignment with organizational goals and best practices.
- Oversee the management and configuration of ServiceNow modules, including PPM/SPM, CMDB, CSM, HAM/SAM, APM, and HRSD.
Project Leadership & Management
- Provide leadership for systems projects, challenging obsolete practices, questioning accepted truths, and eliminating non-value-added processes.
- Control project scope, resources, and quality within budget and schedule to meet objectives, and direct, schedule, coordinate, and evaluate efforts of information systems, user, and vendor personnel.
- Prepare and conduct project review meetings, including design reviews, project scheduling, system implementation plans, and management presentations.
- Provide updates to the Change Management team and ensure compliance with systems development methodologies, standards, procedures, and guidelines.
Requirements Gathering & Solution Implementation
- Collaborate with business and IT stakeholders to gather and analyze requirements, translating them into technical specifications and solutions.
- Lead the implementation of ServiceNow solutions, ensuring integration across modules and external systems, and coordinate system tests.
Customization, Configuration & Continuous Improvement
- Customize and configure ServiceNow modules to meet organizational needs, including developing custom applications, workflows, and reports.
- Continuously evaluate and optimize ServiceNow solutions to improve efficiency, user experience, and overall value to the organization.
- Champion software standards and develop direction for the implementation and maintenance of systems that adhere to industry standards.
Best Practices, Governance & Stakeholder Communication
- Establish and enforce best practices for the development and deployment of ServiceNow solutions, including governance, security, and compliance standards.
- Serve as the primary point of contact between business, IT, and ServiceNow teams, ensuring clear communication and alignment on project goals and timelines.
- Provide analysis, counsel, and direction to management and personnel to analyze problems, develop solutions, and assure efficient operation of existing systems.
Training, Documentation & Support
- Provide training and support to business and IT teams on ServiceNow solutions, and create comprehensive documentation for solutions and processes.
- Lead troubleshooting efforts for any issues related to ServiceNow modules and provide ongoing support to ensure system stability and performance.
- Develop system documentation, user procedures, general test plans, and coordinate system tests.
