- Company Name
- NTT DATA Business Solutions
- Job Title
- ServiceNow Team Manager
- Job Description
-
Job Title: ServiceNow Team Manager
Role Summary:
Lead the design, development, and continuous improvement of ServiceNow solutions across the organization. Serve as the technical authority, architect, and delivery leader for a team of up to eight developers/consultants, ensuring high-quality, scalable implementations that meet stakeholder requirements.
Expectations:
- Manage a growing ServiceNow development team, providing line management, coaching, and performance oversight.
- Deliver reliable, secure ServiceNow applications with adherence to platform best practices and governance.
- Drive technical innovation, roadmap adoption, and process improvements within the ServiceNow practice.
Key Responsibilities:
- Act as the technical authority for ServiceNow design, governance, and architecture.
- Translate business requirements into scalable ServiceNow solutions in collaboration with business analysts and stakeholders.
- Perform hands‑on development, including custom modules, workflows, forms, scripts, UI pages, and integrations using JavaScript, HTML, CSS, and Jelly.
- Lead complex customizations and oversee integration with Discovery, Service Mapping, ITSM, Performance Analytics, and other modules.
- Maintain and govern the ServiceNow CMDB, ensuring data integrity and integration health.
- Define standards for reporting, dashboards, and performance analytics.
- Plan and execute platform upgrades, patches, and enhancements with minimal disruption.
- Enforce testing, peer review, and release management processes.
- Serve as the senior escalation point for critical technical issues and provide troubleshooting leadership.
- Produce and maintain high‑quality technical documentation and promote knowledge sharing.
- Stay current with ServiceNow roadmap and industry trends, identifying optimization opportunities.
- Participate in Agile/Scrum ceremonies, providing technical guidance throughout the sprint lifecycle.
- Set clear expectations, coach team members, and facilitate professional development.
- Plan resource utilization, support revenue targets, and manage headcount planning.
- Handle administrative line‑management tasks (time off, sickness, WFA approvals).
Required Skills:
- Minimum 5 years of ServiceNow development experience with demonstrable hands‑on expertise.
- Proven experience managing or leading ServiceNow developers/consultants in a delivery environment.
- Strong proficiency in JavaScript, HTML, CSS, Jelly, and code review practices.
- Deep knowledge of ServiceNow modules: Discovery, Service Mapping, Event Management, Cloud Management, ITSM, Notify, Performance Analytics.
- Expertise in CMDB governance, integration, configuration, and data quality.
- Experience with platform upgrades, patches, SLAs, testing, release management, and DevOps practices.
- Excellent stakeholder communication, negotiation, and stakeholder‑management skills.
- Strong problem‑solving, decision‑making, and analytical capabilities.
- Familiarity with Agile/Scrum frameworks and participation in sprint ceremonies.
- Leadership qualities: coaching, performance management, and capability building.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent practical experience).
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Application Developer (CAD).
- Additional ServiceNow specialty certifications (e.g., Implementation Specialist, Platform Developer, ITSM) preferred.