- Company Name
- Conexess Group
- Job Title
- Sr. Manager - ServiceNow
- Job Description
-
**Job title**
Sr. Manager – ServiceNow
**Role Summary**
Lead and manage ServiceNow development, implementation, and support teams to deliver high‑quality solutions across a global organization. Drive technical excellence, team growth, and operational effectiveness while aligning ServiceNow initiatives with business strategy.
**Expectations**
- Own ServiceNow strategy, architecture, and roadmap.
- Mentor and grow a diverse team of administrators, developers, and analysts.
- Ensure compliance with ServiceNow best practices, SLAs, and governance frameworks.
- Deliver measurable business value through analytics, reporting, and continuous improvement.
**Key Responsibilities**
- **Technical Leadership** – Architect and guide ServiceNow implementations, upgrades, integrations, and custom application development.
- **CMDB Management** – Design, govern, and maintain data integrity, CI relationships, and health scoring.
- **Operational Excellence** – Oversee daily platform operations, incident/problem resolution, SLA compliance, and vendor coordination.
- **People Management** – Recruit, coach, evaluate, and develop team members; allocate resources and set goals.
- **Strategic Planning** – Develop ServiceNow roadmap, analytics frameworks, executive dashboards, and ROI metrics.
- **Process Improvement** – Identify automation and process enhancement opportunities using data‑driven insights.
**Required Skills**
- Deep technical expertise in ServiceNow modules (ITSM, CMDB, Performance Analytics, CSM, SIR, App Engine).
- Proficiency in ServiceNow scripting (JavaScript, Glide APIs), Flow Designer, web services (REST/SOAP), UI customization (HTML/CSS).
- Experience with ServiceNow integrations (discovery tools, external BI, data warehouses).
- Strong understanding of Secure SDLC and ITIL configuration management.
- Leadership: team management, mentorship, performance reviews, resource planning.
- Analytical: dashboard creation, metrics development, trend analysis, business reporting.
- Communication: ability to translate technical concepts to executive stakeholders.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience).
- Minimum 8 years hands‑on ServiceNow experience; at least 3 years leading large technical teams.
- **Certifications** – ServiceNow Certified System Administrator (CSA) mandatory; ITIL Foundations preferred.