ServiceNow Lead

GENERAL SUMMARY: 

We are seeking a senior leader who will have overall accountability of the ServiceNow platform.  This highly motivated and experienced individual will join our fledgling ServiceNow team as the Platform lead.  In this exciting role, you will be responsible for ITSM processes, strategy, and oversight of day to day execution.  This lead role actively ensures that IT staff and ITSM tool sets are configured for efficient, and effective execution, and deliver expected business value.

The platform lead will be empowered with the authority to make decisions that impact the platform and are in alignment with business strategy and governance.

PRINCIPLE DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Collaborates on and executes the ITSM roadmap, aligning with organizational goals and objectives.
• Collaborates on initiatives and projects to enhance IT service delivery capabilities including incident, request, change, knowledge, asset and release management
• Works closely with the Service Management process owners to make sure processes are functioning as designed
• Leads team in alignment to business strategy, roadmap and ServiceNow platform governance
• Leads the identification and implementation of process improvements and automation initiatives to streamline workflows, reduce costs, and enhance service quality
• Lead the planning and implementation of ITSM frameworks, processes, and tools to optimize service operations efficiency and effectiveness
• Is very familiar with ServiceNow capabilities and functions
• Familiar with ITAM/ITOM functions or managing a team with those skills

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and abilities required. 

Experience and Education Required: 

•             Bachelor's degree in a relevant field (Business Administration, Information Technology)

•             3-5 years of experience in a ServiceNow platform lead role

•             10+ yrs in IT services management

•             ServiceNow Architecture and Solution understanding

•             Certification in ITIL foundation or higher levels, such as ITIL practitioner is a plus

•             CMDB and Data strategy experience is a plus

Specific Knowledge, Skills, and Abilities Required:

•             Strong analytical skills with the ability to interpret and analyze data.

•             Excellent communication and collaboration skills.

•             Ability to prioritize tasks and manage time effectively.

•             Experience working in a distributed team-oriented, collaborative environment.

•             Travel as required (typically 0-20%)