Senior Manager - ServiceNow
Conexess Group, LLC
Ann Arbor, MI
JOB DETAILS
SKILLS
Application Programming Interface (API), Architectural Services, Automation, Benchmarking, Best Practices, Business Intelligence, Business Intelligence Software, Business Support, CSS (Cascading Style Sheet), Coaching, Coding Standards, Computer Science, Computer Security, Computer Skills, Configuration Management, Customer Service Management, Data Analysis, Data Management, Data Modeling, Data Quality, Data Visualization, Data Warehousing, Database Technology, Documentation, Google App Engine (GAE), HTML (HyperText Markup Language), IT Service Management (ITSM), ITIL (IT Infrastructure Library), Incident Response, Information Technology & Information Systems, JavaScript, Knowledge Base, Leadership, Maintain Compliance, Mentoring, Metrics, People Management, Performance Analysis, Performance Goal Setting, Performance Reviews, Problem Solving Skills, Process Improvement, Product Lifecycle, Quality Management, Quality Metrics, REST (Representational State Transfer), Reporting Dashboards, Requirements Management, Resource Management, Return on Investment (ROI), SOAP (Simple Object Access Protocol), Scripting (Scripting Languages), Service Level Agreement (SLA), ServiceNow, Software Development, Software Development Lifecycle (SDLC), Strategic Planning, Supplier Relationship Management (SRM), Systems Administration/Management, Team Lead/Manager, Team Player, Technical Leadership, Technical Strategy, Technical/Engineering Design, Trend Analysis, User Interface/Experience (UI/UX), Vendor/Supplier Relations, Web Services
LOCATION
Ann Arbor, MI
POSTED
15 days ago
We are seeking an experienced Sr. ServiceNow Team Manager to lead our enterprise ServiceNow development, implementation, and support teams. This role requires a seasoned professional who combines deep technical expertise in the ServiceNow platform with proven people management capabilities. The successful candidate will be responsible for driving technical excellence while fostering team growth and ensuring successful delivery of ServiceNow solutions across our global organization.
Key Responsibilities:
Technical Leadership
- Provide technical direction and architectural guidance for ServiceNow implementations across multiple modules
- Lead complex ServiceNow projects including upgrades, integrations, and custom application development
- Oversee CMDB strategy, data governance, and accuracy initiatives to ensure reliable IT asset visibility
- Ensure adherence to ServiceNow best practices, coding standards, and governance frameworks
- Review and approve technical designs, workflows, and customizations
- Stay current with ServiceNow platform updates, new features, and emerging capabilities
People Management
- Manage, mentor, and develop a team of ServiceNow administrators, developers, and analysts
- Conduct performance reviews, set goals, and create individual development plans
- Foster a collaborative, innovative team culture focused on continuous learning
- Provide coaching and technical guidance to team members at various skill levels
- Manage resource allocation and workload distribution across the team
Operational Excellence
- Oversee day-to-day ServiceNow platform operations, maintenance, and support
- Ensure SLA compliance and maintain high service quality standards
- Lead incident response and problem resolution for platform issues
- Manage vendor relationships and coordinate with ServiceNow support when needed
- Develop and maintain team documentation, procedures, and knowledge base
Strategic Planning
- Lead the ServiceNow roadmap planning and technology strategy
- Develop and maintain analytics frameworks to measure team performance and platform effectiveness
- Create executive-level dashboards and reports to demonstrate business value and ROI
- Identify opportunities for process improvement and automation using data-driven insights
- Support business stakeholders in defining requirements and solution approaches
Minimum Qualifications Education & Experience
- Bachelors degree or equivalent experience in Computer Science, Information Technology, Engineering, or related technical field
- Minimum three (3) years of direct experience leading and/or managing large technical teams is essential
- Eight (8) years of hands-on ServiceNow experience
- Experience working in multinational corporate environments – and advantage
Technical Requirements
ServiceNow Expertise: Deep knowledge of core ServiceNow modules including:
- IT Service Management (ITSM) - Incident, Problem, Change, Service Catalog
- Configuration Management Database (CMDB) - CI relationships, data integrity, health monitoring
- Performance Analytics and Reporting - critical metrics, dashboards, and business intelligence
- Customer Service Management (CSM)
- Security Incident Response (SIR)
- ServiceNow App Engine and Platform capabilities
CMDB Management: Expertise in:
- CMDB design, implementation, and ongoing governance
- Configuration Item (CI) identification, classification, and relationship mapping
- CMDB data quality management and health scoring
- Integration with discovery tools and automated population strategies
- CMDB analytics and reporting for IT asset visibility
- Compliance with ITIL configuration management processes
Analytics & Reporting: Proficiency in:
- ServiceNow Performance Analytics implementation and configuration
- Dashboard creation and data visualization guidelines
- benchmark development and metrics strategy aligned with business objectives
- Advanced reporting using Report Builder and scheduled reporting
- Data analysis and trend identification for operational insights
- Integration with external BI tools and data warehouses
Development Skills: Proficiency in:
- JavaScript, Glide APIs, and ServiceNow scripting
- ServiceNow Flow Designer and Workflow
- REST/SOAP web services and integrations
- HTML, CSS, and UI customization
- Database concepts and ServiceNow data modeling
- A deep understanding of Secure Development Life Cycle (SDLC)
Certifications
- ServiceNow Certified System Administrator (CSA) - Required
- ITIL Foundations - preferred
About the Company
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