Maintains comprehensive documentation of architecture, design, and implementation processes Provides training and support to end-users and IT staff to maximize the value of ServiceNow solutions
Escalates any issues to senior management, as needed
Provides regular status updates on implementation
Prepares formal and informal presentations for various internal and external meetings
Other duties as required
Supervisory Responsibilities
Supervises the day-to-day workload of managed services team members
Ensures teams are trained on all relevant software
Evaluates the performance of team members and assists in the development of goals and objectives to enhance professional development
Delivers periodic performance feedback and completes performance evaluations for teams in accordance with Firm guidance
Acts as mentor to team members, as appropriate
Qualifications, Knowledge, Skills, and Abilities
Education
High School Diploma or GED, required
Bachelor’s degree in Computer Science or Information Technology, preferred
Masters degree in Computer Science or Information technology, preferred
Experience
Six (6) or more years of experience in ServiceNow architecture and implementation, required
Experience with ticketing systems and remote management tools, required
Strong understanding of ITIL processes, preferred
Four (4) or more years working in conjunction with off-shore teams to deliver solutions, preferred
Experience in large complex ERP deployment, preferred
Experience working in a consulting environment, preferred
License/Certification
ServiceNow Certified System Administrator and Certified Implementation Specialist, preferred
ITIL V3/V4, preferred
Software
Experience with ServiceNow modules, ITSM, ITOM, PM, HRSD, CSM, SecOps, (IRM, TPRM, BCM, etc.), preferred
Four (4) or more years of experience in JavaScript, HTML, CSS, and ServiceNow scripting, preferred
Other Knowledge, Skills, & Abilities
Excellent communication skills, professionalism, positive attitude, and desire to learn
Ability to effectively work both with a team and independently
Excellent analysis and problem-solving skills
Capacity to work in a deadline-driven environment while handling multiple projects/tasks simultaneously with a focus on details
Capable of working well under pressure while dealing with unexpected problems in a professional manner
Ability to work well in a cross-functional team environment preferred
Must have excellent organizational and multi-tasking skills
Keyword: ERP, ServiceNow, ITSM, ITIL, IT Service Management, ITOM, PM, ITAM, HRSD, CSM, Integration, GRC, SECOPS
Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate’s qualifications, experience, skills, and geography.
National Range: $120,000 - $180,000
Maryland Range: $120,000 - $180,000
NYC/Long Island/Westchester Range: $120,000 - $180,000
