Senior Manager, ServiceNow

 

Anaplan seeks a tenacious Senior Manager, ServiceNow to join our IT Enterprise Application Team. This is a stellar opportunity to get involved in a highly visible, large-scale SaaS cloud company. If you are truly passionate about transformations and love to make a difference, this role is made for you!

Your Impact

· Define and lead product strategies, roadmaps, and vision for multiple ServiceNow products, including Customer Service Management, IT Service Management, IT, Operations Management, and Hardware/Software Asset Management across various organizations.

· Cultivate strong relationships with internal stakeholders and external partners, ensuring end-to-end product delivery by providing technical product guidance, aligning requirements with capabilities, and fostering innovative solutions.

· Effectively understand business requirements and translate them to functional and technical specifications.

· Oversee the full software development lifecycle for product delivery, enhancements, and overall sustainment backlog. Collaborate with internal architects and external partners in planning, analysis, design, development, testing, implementation, and maintenance.

· Manage, mentor, and develop a team of ServiceNow administrators, developers, and analysts. Experience in managing Onshore and Offshore teams.

· Manage relationships with external ServiceNow partners and managing Manage Service Providers.

· Preserve product health by advocating ServiceNow best practices and leveraging out-of-the-box features, capabilities, and configurations wherever possible.

· Act as Delivery Lead for small and large-scale implementations including handling requirements, scope, timeline, and project delivery.

· Define, develop, and execute organizational change management (OCM) campaigns including communications, collateral, videos, demos, trainings, and presentations to spread awareness, create excitement, and drive adoption.

· Define and track key performance indicators (KPIs) to ensure successful product adoption, delivery of high-value business outcomes, and return on investment.

· Construct and maintain process and product documentation, capturing all information necessary to execute business processes and define product features, use, and administration.

· Identify product and process inefficiencies and opportunities, driving innovation through feedback from internal stakeholders, technical peers, and external partners.

Your Qualifications

· 10+ years of experience with the ServiceNow Platform.

· Minimum of 5 years of experience in an IT leadership role, including leading onshore and offshore internal teams, managing implementation partners, and overseeing managed service providers.

· Extensive experience with ServiceNow’s ITSM (Incident, Problem, Change, CMDB, Request, Knowledge, ESC, Mobile, Virtual Agent, Agent Workspace, Outage, On-Call/Notify, Walk-Up), ITOM (Discovery, Service Mapping, CMDB, Event Management, Cloud Management, Operational Dashboards), and HAM/SAMP (Normalization, Lifecycle Management and Automation, Inventory and Audit, Content Library, Publisher Packs, SaaS License Management, Software Spend Detection, Cloud Insights), CSM ( Case Management, Advanced Work Assignment, Omnichannel etc.,)

· Extensive experience with Scoped/Custom Applications and Gen AI capabilities.

· Excellent analytical skills in product/process evaluation and data analytics, with the ability to identify, socialize, and mitigate gaps, and define scalable solutions with supporting KPIs.

· Solid experience in IT operations, including storage, network, and compute of enterprise environments.

· Excellent interpersonal, written, and verbal communication skills, with the ability to present technical information in a way that non-technical audiences can understand.

· Ability to work collaboratively with business customers and functional team members.

· Self-driven and able to execute independently and remotely without supervision.

· Bachelor’s degree in computer science, Computer Engineering, or other related fields, or equivalent professional experience.

· ServiceNow Certifications (on the latest supported version): Certified System Administrator, Certified Implementation Specialist ITSM, ITOM, CSM, HAM, & SAMP.

 

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Last updated on Aug 19, 2024