ServiceNow Platform Manager NUMÉRO DE POSTE: 429311

The Platform Manager is responsible for managing the delivery, performance, reliability, and roadmap of the ServiceNow platform across the enterprise. This role leads a team of Technical Specialists and Consultants who handle development, operational support, and administrative tasks. The Manager ensures the platform’s technical solutions are designed and delivered using ServiceNow best practices, aligning with organizational goals and priorities. The ideal candidate will have a proactive approach, strong leadership skills, and a demonstrated ability to manage critical applications effectively.

Key Responsibilities

Product Vision and Strategy:

• Define and execute product roadmaps to enhance existing products, develop new features, and improve performance.
• Identify opportunities for strategic integration of IT processes with ServiceNow to align with organizational goals.

Stakeholder Management:

• Serve as the primary liaison between the ServiceNow team and business stakeholders, ensuring effective communication and collaboration.
• Facilitate platform governance discussions.

Requirements Gathering and Development:

• Collaborate with stakeholders to identify business needs, use cases, and user stories with clear acceptance criteria.
• Work with managed service providers to ensure timely delivery of high-quality solutions that minimize technical debt.

Performance Monitoring and Optimization:

• Monitor platform performance and usage metrics to drive improvements and enhance user experience.
• Stay updated on ServiceNow updates and industry trends to maximize platform value.

Leadership and Team Management:

• Lead and mentor a team of associates and consultants, promoting best practices and professional growth.
• Oversee the managed services provider for ServiceNow administration and platform enhancements.
• Manage budgeting, departmental goals, and performance reviews, while ensuring effective resource allocation.

Training and Support:

• Provide training to stakeholders to ensure successful adoption of the ServiceNow platform.
• Act as a platform advocate, promoting its capabilities and benefits.

Qualifications

Education and Experience:

• Bachelor’s degree in Computer Science, Information Systems Management, Engineering, or a related field.
• Minimum of 3 years of leadership and people management experience, managing teams of 5 or more.
• Extensive background in ITSM processes and best practices.

Technical Expertise:

• Deep experience with ServiceNow in development and/or architecture roles.
• ServiceNow certifications such as Certified Application Developer (CAD) and Certified System Administrator (CSA) preferred.
• Proficiency in ITSM, ITOM, and ITAM, including CMDB, Discovery, SAM Pro, and various management modules.
• Experience integrating ServiceNow with enterprise systems using REST/SOAP APIs and Integration Hub.

Additional Skills:

• Strong understanding of JavaScript, SQL, and other programming languages.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Expertise in workflow design and automation within ServiceNow.
• ITIL Foundations V3 certification required; ITIL 4 preferred.

Leadership Abilities:

• Proven ability to inspire and guide teams across multiple geographic regions.
• Experience working with and managing relationships with Managed Services Providers.
• Strong strategic planning skills and the ability to manage multiple priorities effectively.

Perks and Benefits:

• Relocation assistance for qualified candidates.
• Discounts on travel.
• Bonus potential.

Top Requirements:

1. 3 years of leadership experience managing teams of 5 or more.
2. Strong ITSM background, including processes and best practices.
3. Broad and deep ServiceNow experience in development and architecture.
4. Experience working with Managed Services Providers.
5. Preferred ServiceNow certifications: CAD and CSA.

1. Broad and deep experience with ServiceNow, in development and/or architecture role.
2. ServiceNow Certified Application Developer (CAD) and ServiceNow Certified System Administrator (CSA) certifications are preferred.
3. Proficient in developing, administering, and configuring all areas of ITSM, ITOM, and ITAM, including CMDB, Discovery, Hardware and Software Asset Management (SAM Pro), and Request, Incident, Problem, Change, and Knowledge Management.
4. Proven expertise in designing, implementing, and supporting complex ServiceNow solutions, including custom applications and integrations.
5. Integration: Experience integrating ServiceNow with other enterprise systems using REST/SOAP APIs3. Experience with ServiceNow Integration Hub
6. ITIL Foundations V3 certification required, ITIL 4 preferred.
7. Well-versed in infrastructure, networking, and security technologies understanding how they impact and compliment the ServiceNow environment.
8. Programming Languages: Strong knowledge of JavaScript, SQL, and other relevant programming languages.
9. Cloud Platforms: Familiarity with cloud platforms such as AWS, Azure, or Google Cloud Platform3.
10. Workflow Automation: Expertise in designing and implementing workflows and automation within ServiceNow.
11. IT Service Management (ITSM): Deep understanding of ITSM processes and best practices.
12. Minimum of 3 years leading teams and people management experience
13. Experience leading a cross-functional team across multiple geographic regions, preferred.
14. Experience working and partnering with a Managed Services Provider.

1. Relocation available for qualified candidates
2. Discounts Available on Travel
3. Bonus potential (need to confirm amount)

1. 3 Years of leadership experience (Must be comfortable managing 5 plus resources)
2. Extensive ITSM background (Processes and Best Practices)
3. Broad and deep experience with ServiceNow, in development and/or architecture role
4. Experience working with Managed Service Providers
5. ServiceNow Certified Application Developer (CAD) and ServiceNow Certified System Administrator (CSA) certifications are preferred.