ServiceNow

• The ServiceNow Manager manages the daily operation and delivery of the ServiceNow platform and services across the organization, with a strong focus on execution, service quality, and user experience.
• This role ensures the effective use and ongoing support of the ServiceNow platform, manages service delivery processes, and provides direct oversight of incident, request, change, and asset management activities.
• The ServiceNow Manager supervises and develops team members, ensures timely resolution of issues and requests, and creates and maintains processes that align IT services with business needs.
• This role monitors service performance and drives continuous improvement efforts to enhance efficiency and customer satisfaction.

ServiceNow Manager

• create and maintain custom developed solutions for NASA’s ICAM (Identity, Credential, and Access Management)
• support ICAM’s IdMAX, NAMS, custom container applications, and integrations
• understand functional and technical system requirements
• design and implement applications
• handle deployments
• work closely with the operational support team on testing, troubleshooting, and providing Tier 3 operational support

ServiceNow Developer

• Provide day-to-day leadership of ServiceNow platform operations
• Oversee configuration, development, integration, and support of ServiceNow modules including but not limited to: IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), Configuration Management Database (CMDB), HR Service Delivery (HRSD), Knowledge Management
• Ensure platform design aligns with best practices, scalability standards, and ServiceNow architectural guidelines.
• Review and approve development, configuration, and integration work to ensure proper analysis, testing, documentation, and quality assurance standards are met.
• Lead CAB participation, reviewing and approving platform-related changes to ensure reliability and compliance with change management processes.
• Leverage ServiceNow dashboards, reporting, resource management, and analytics capabilities to monitor performance and drive continuous improvement.
• Serve as an escalation point of contact
• Monitor and communicate potential Severity 1 incidents to leadership.
• Ensure SLAs, KPIs, and ITIL service metrics are consistently achieved.
• Lead a team of ServiceNow Analysts and Developers
• Manage workload distribution, ticket assignments, resource allocation, and project execution to maintain peak team performance.
• Remove impediments
• Manage schedules, on-call rotations, time-off approvals, and payroll sign-off (UKG).
• Participate in hiring, onboarding, performance evaluations, and corrective action processes.
• Maintain a skills matrix and oversee career ladder progression for team members.
• Conduct bi-monthly one-on-ones to support development goals and professional growth.
• Define, review, and implement tactical processes to improve ServiceNow service delivery and team efficiency.
• Identify skill gaps and coordinate targeted training and certifications.
• Enforce ITIL best practices, governance standards, and enterprise policies.
• Prepare executive-level reports including service metrics, platform health dashboards, project status updates, and operational summaries.
• Champion a customer-first service mindset, ensuring high-quality support and operational excellence.
• Promote organizational mission, values, and ethical standards across all team interactions.

ServiceNow Supervisor

• Support execution of ITSM RCSA cycles, including risk identification, inherent risk assessment, control mapping, and residual risk evaluation.
• Partner with ITSM process owners (Incident, Problem, Knowledge, Change, Asset, Configuration, Request, etc.) to identify key operational and technology risks.
• Document risks in enterprise risk tools (e.g., Archer, GRC platforms).
• Maintain risk statements, causes, impacts, and control relationships in accordance with enterprise risk taxonomy.
• Document and maintain key controls aligned to ITSM processes and regulatory / policy expectations.
• Perform control design and operational effectiveness assessments, including control evidence review, gap identification and remediation tracking.
• Support issue management for control deficiencies, audit findings, and risk events.
• Coordinate with Internal Audit and Second Line Risk during reviews and validations.
• Develop, maintain, and report ITSM risk metrics, including Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs).
• Ensure metrics are Enterprise‑sourced, well-defined with thresholds and escalation criteria, aligned to ITSM control objectives.
• Analyze trends, breaches, and emerging risks; provide clear executive‑level summaries and visualizations.
• Prepare RCSA summaries, control status reports, and metric dashboards for management and risk committees.
• Support regulatory, audit, and compliance responses related to ITSM risk and controls.
• Ensure ongoing alignment with enterprise risk frameworks, policies, and standards.
• Identify opportunities to enhance ITSM risk coverage, control maturity, and metric quality.
• Drive consistency and standardization across ITSM processes for risk and control documentation.
• Promote a risk‑aware culture within ITSM teams.

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