- Company Name
- Sony Interactive Entertainment
- Job Title
- Manager, Enterprise Applications-ServiceNow
- Job Description
-
**Job Title:** Manager, Enterprise Applications – ServiceNow
**Role Summary:**
Lead a ServiceNow development and QA team within an enterprise IT environment. Own the full development lifecycle, design, configure, and maintain ITSM, HRSD, SPM, WSD, and Virtual Agent modules. Align technical solutions with business objectives, ensuring scalable, stable, and compliant ServiceNow deployments.
**Expectations:**
- Manage, mentor, and grow a high‑performing team of ServiceNow developers and QA engineers.
- Deliver projects on time and within scope while maintaining quality and platform stability.
- Drive process improvement, coding standards, and automation across the service.
**Key Responsibilities:**
1. Recruit, coach, evaluate, and retain ServiceNow development talent.
2. Set clear performance goals, conduct regular reviews, and foster continuous learning.
3. Prioritize team workstreams in alignment with business priorities and key milestones.
4. Oversee design, development, configuration, and customization of ServiceNow modules (ITSM, HRSD, SPM, WSD, Virtual Agent, etc.).
5. Establish coding standards, best practices, and enforce adherence across the team.
6. Review and approve solution designs, scripts, integrations, automation, and workflows for stability and reliability.
7. Collaborate with architects and stakeholders to build scalable, future‑proof solutions.
8. Ensure compliance with release‑management policies, minimize disruption during upgrades, and provide status reporting on progress, testing, and performance.
**Required Skills:**
- 7+ years ServiceNow development and administration.
- 3+ years leading development and QA teams.
- Deep knowledge of ServiceNow ITSM, HRSD, SPM, WSD, App Engine, Now Assist (and ITOM).
- Proficiency in JavaScript, Glide API, scripting, and integration.
- Experience building and deploying Virtual Agent, NLU models, and Now Assist Gen AI.
- Strong leadership, mentorship, communication, and stakeholder‑management skills.
- Analytical, problem‑solving, and decision‑making abilities.
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred (not mandatory if equivalent experience).
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Implementation Specialist (CIS) in at least one ServiceNow module.