ServiceNow Supervisor/Change Mgmt Lead - Hybrid - 136893

We are seeking an experienced and dynamic ServiceNow Team Supervisor to lead our ServiceNow team in managing, optimizing, and continuously improving our organization-wide ServiceNow platform. Reporting to the Associate Director, Customer Support Services, this role is critical for ensuring operational efficiency, aligning the platform with business needs, and driving team development. The ServiceNow Team Supervisor will also lead the department's Change Management process, co-chair the ITSM Governance Committee, and provide strategic oversight for the platform's performance.

Key Responsibilities:

Team Leadership & Management:

• Supervise and mentor a team of ServiceNow professionals, including Technical Lead/Architect, Senior Developer, Developer, and Business Systems Analyst/Queue Manager.
• Conduct performance evaluations, provide feedback, and support career growth.
• Manage team schedules, resource allocation, and on-call support, ensuring operational efficiency and productivity.
• Foster a collaborative, high-performance team environment, encouraging continuous learning and improvement.

ServiceNow Platform Management:

• Oversee the organization's ServiceNow platform, ensuring configurations, customizations, and integrations align with business needs and best practices.
• Manage high-priority incidents and problems, coordinating with technical teams for timely resolution.
• Lead continuous improvements to enhance platform performance, usability, and functionality based on user feedback and evolving technologies.Process Improvement & Governance:
• Co-chair the ITSM Governance Committee, ensuring effective management of IT service processes and policies.
• Lead the department's local Change Management process, ensuring smooth change implementations with minimal impact on the platform.
• Develop and enforce ServiceNow best practices, standards, and guidelines.Stakeholder Collaboration & Project Management:
• Collaborate with business units and stakeholders to ensure platform alignment with their objectives.
• Lead ServiceNow-related projects, including new implementations, upgrades, and integrations, ensuring timely and successful project delivery.

Technical Contribution:

• Provide technical guidance and collaborate with the Technical Lead/Architect on system design, development, and troubleshooting.
• Support the team in delivering high-quality technical solutions that align with best practices.

Reporting & Documentation:

• Maintain comprehensive reports and dashboards to monitor platform performance and provide actionable insights.
• Ensure accurate documentation of platform configurations, customizations, and processes, promoting effective knowledge management.

On-Call Support:

• Provide on-call support for priority issues outside of regular business hours, including evenings and weekends, and assist in major outages.

• Nine (9) years of related experience, education/training, OR a Bachelor's degree in related area plus five (5) years of related experience/training. Related experience: supervising a technical team in an ITSM environment. ServiceNow experience.

• In-depth knowledge of various areas of IT.

• Advanced skills associated with programming design, modification and implementation. Advanced knowledge of secure software development. Demonstrated ability to create software specifications.

• Demonstrated advanced knowledge, skills and abilities associated with system problem identification and resolution. Knowledge necessary to design, set up, operate and correct malfunctions involving technology systems. Experience in incident response and digital forensics, including data collection, examination and analysis.

• Advanced knowledge of business and process analysis functions. Knowledge of the design, development and application of technology and systems to meet business needs.

• Demonstrated experience with database administration. Advanced knowledge of database management systems and standards. Knowledge relating to highly complex database system design. Advanced database querying and modeling skills working with moderately complex databases. Knowledge of conceptual database design. Skills necessary to develop procedures and standards relating to database management systems. Skills associated with implementing database enhancements that improve performance and reliability of the system at the software, hardware and operating system level.

• Ability to write technical documentation in a clear and concise manner.

• Advanced knowledge of computer security tools, best practices and policies including demonstrated experience securing server-based software. Advanced knowledge of computer security tools, best practices and policies including demonstrated experience securing server-based software. Demonstrated skill at analyzing and preventing security incidents of high complexity. Strong security skills for protecting the operating system, software, data and hardware.

• Works independently and as part of a team. Demonstrated problem-solving skills. Ability to learn effectively and meet deadlines. Demonstrated skill leading technical teams, including organizing workflow and scheduling assignments. Ability to work independently on complex technical projects as well as on a team of technical professionals and departmental decision-makers.

• Knowledge of test application code in client server environment.

• Demonstrated comprehensive understanding of how system management actions affect other systems, system users and dependent / related functions. Experience in data integration and the specification of data services. Ability to understand and model complex knowledge-intensive processes such as scholarly and research processes.

• Interpersonal skills sufficient to work with both technical and non-technical personnel at various levels in the organization. Ability to elicit and communicate technical and non-technical information in a clear and concise manner.

• Familiarity with data quality and governance issues and requirements.

• Familiarity with logical data design and data mapping or data conversion.

• Demonstrated project management skills.

• Technical skill to develop, implement and test disaster recovery functions using backup technologies.

• Proven experience supervising a technical team in an ITSM environment, with strong leadership and mentoring abilities.

• In-depth knowledge of the ServiceNow platform, including configurations, customizations, integrations, and best practices.

• Strong understanding of IT Service Management (ITSM) and IT Operations Management (ITOM) processes.

• Experience managing ServiceNow-related projects, with proficiency in Agile methodologies.

• Experience with Change Management and ITSM governance processes.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders.

• High attention to detail, particularly in maintaining data integrity and technical documentation.

• ServiceNow certifications (e.g., Certified System Administrator, ITSM Certified Implementation Specialist).

• Proven ability to lead a diverse team of ServiceNow professionals, enhancing team performance and development.

• Flexibility to adapt to changing business and technical environments.

• Must be able to work various hours and locations based on business needs.

• Employment is subject to a criminal background check and pre-employment physical.