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

• 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

• Analyze business needs and translate them into functional requirements on the ServiceNow platform
• Engage with business stakeholders to gather, analyze, and document requirements for ServiceNow solutions (including CSM or FSO modules)
• Work with developers and architects to design scalable ServiceNow solutions aligned with best practices
• Analyze current business processes and recommend improvements using ServiceNow features such as Flow Designer, Playbooks, and automation tools
• Collaborate with technical teams to define integration requirements with external systems (REST/SOAP APIs, Integration Hub)
• Develop test cases, support UAT (User Acceptance Testing), and validate that solutions meet business requirements
• Act as the liaison between business users and technical teams

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