We are seeking an experienced self-starter Service Manager/Project Manager with experience in ServiceNow to support Continuous Development and Implementation of our ServiceNow technology landscape within Corporate Functions. This role will manage the operational support of our products in the ServiceNow platform as well as expansion of the functionality deployed to support the business. This role will bridge the gap between business stakeholders and IT, ensuring ServiceNow operations and solutions align with enterprise objectives. The ideal candidate will have strong technical expertise in ServiceNow modules, data integrations, system configurations, and experience in IT project management techniques.
Key Responsibilities:
- Oversee daily operations and ensure smooth functioning of ServiceNow systems in conjunction with internal and external stakeholders
- Work with relevant stakeholders to maintain Platform Overall health KPIs for our scope in Corporate Functions
- Coordinate with stakeholders to prioritize and address operational issues and improvements.
- Procure and manage suppliers for external operational support or project delivery, refining and improving the model as we evolve
- Maintain and update operational documentation.
- Work with the Business facing CORF (Corporate Functions - HR/Finance/Legal/Communications) teams to confirm SN is the right platform the process area roadmaps.
- Act as the primary IT liaison for ServiceNow-related initiatives, gathering requirements, designing solutions, and implementing enhancements.
- Analyze business processes and system capabilities, recommending improvements to optimize ServiceNow functionality.
- Use design focused thinking and ensure good digital user experience
- Lead system testing, including test script creation, user acceptance testing (UAT) coordination, and defect resolution.
- Ensure data integrity by overseeing system audits, troubleshooting issues, and maintaining ServiceNow security roles.
- Collaborate with cross-functional teams, including HR, Finance, and IT, to align system capabilities with business needs.
- Create and maintain documentation, including functional specifications, process flows, and technical support materials.
- Support incident management and problem resolution for ServiceNow-related issues with internal and external stakeholders
- Work with business stakeholders to develop and analyze business cases for new initiatives and system enhancements.
- Lead and manage test planning, execution, and defect tracking to ensure successful Workday implementations and updates.
- Lead and co-ordinate governance activities and associated reviews needed to be success (eg data privacy, architecture gates, etc.)
- Co-ordination and support for ServiceNow upgrades, feature releases, and system optimizations with other internal and external stakeholders including vendors