Job Title

JOB DESCRIPTION : We’re seeking a ServiceNow Program Manager. This role reports to the Senior Director of Application Development in the Information Technology department. The ServiceNow Program Manager role provides on-going and strategic development tasks for ServiceNow instance. The candidate will be providing technical leadership on the technical design of the ServiceNow platform as well as responsible for continuous automation of key processes. The individual will play a key role in maturing ServiceNow platform.Management :Lead a team of SNOW developers working on improvements and projects related to SNOW.Liaison with 3rd party SNOW support teams in ticket resolution and project development tasks; including reviewing/verifying technical architecture and solution.Continue to find opportunity to increase the collaboration between theSNOW team and our 3rd party vendor.Oversee day-to-day operational management of the SNOW team.Work closely with our SNOW stakeholders and users on understanding demand and needs.Create SNOW roadmap along with our 3rd party leadership team.Project Planning :Managed end-to-end project deliveries.Stronger experience in program management, particularly in vendor coordination and strategic leadership.Collaborate with 3rd party delivery teams regarding maintenance and projectsAdhere, lead, and enforce the SDLC process for all maintenance releases and projects.Work closely with the PMO team to understand scope and requirements. Provide level of-effort estimates for projects and maintenance tasks across functional teams.Refine technical estimates based on approved functional and technical specifications.Effectively communicate with management and stakeholders on project timeline, risk mitigation and status.Coordinate maintenance and project releases.Software Development :Successfully plan, execute, monitor, control, and close all technical tasks related to configuration and implementation of all aspects of the ServiceNow platform.Create the technical design, ServiceNow code and architecture, responsible for overall ServiceNow code quality3rd party Integrations and automation with ServiceNow using LDAP, Single Sign-on, Mid server, Web-services, ServiceNow Apps, and Email.Strong Implementation experience on various ITSM modules such as Incident Management, Problem Management, Change Management, Asset Management, CMDB and Service Catalog Requests.Expert experience working with CMDB data models and populating CMDB using the ServiceNow Discovery tool and other 3rd party tools like SCCM, NAC, etc.Experience managing the team's troubleshooting production and test issues; review root cause analysis, recommend corrective action, and lead the resolution efforts.Provide technical leadership to the project/consulting team. Strong knowledge of SDLC.Introduce technical best practices best practiced and provide technical mentoring to developers, 3rd party team and help desk.Conduct code reviews and design reviews; validate technical approaches of other team member and 3rd party vendor.Documentation :Ability to provide technical development plan and project estimations.Update training material and technical documentationQuality Assurance :Able to create QA/testing strategy including test scripts and perform QA testingWork with UAT teams to ensure that work products meet desired objectivesReview and provide test case feedbackQualifications :Candidate must be able to develop efficient, maintainable code under the standards set forth by the technology team.Possess proficiency in technical and process problem solving, as well as root analysisDemonstrated experience of managing timely, effective development tasks, through collaboration with technical lead and project liaison, and effectively communicating development status as requested and required.Candidate must have demonstrated ability to create technical design and fully understand software development lifecycle (SDLC).Candidate must be able to collaborate on implementation solutions across functional teams.Demonstrated ability to manage and prioritize SNOW initiatives.Ability to communicate technical solutions to non-technical audience.Develop and effectively communicate project status/solution using such tools as project plans and Visio diagrams.Candidate must have demonstrated experience in providing excellent customer service, including (but not limited to):Successful management of client relationshipsProficiency in written and verbal communicationsBA/BS degree in Computer Science, Information Systems, or related field8+ years’ work experience in SNOW implementationExperience in creating technical design prior to development