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    ServiceNow operation Manager - Baltimore, United States - Georgia IT Inc

    Georgia IT Inc
    Georgia IT Inc Baltimore, United States

    5 days ago

    Default job background
    Description

    Role:
    ServiceNow Operation Manager

    Contract

    Location:
    McLean, VA Onsite day 1

    (

    3 days onsite, 2 days remote

    )


    Role Overview:


    Service Management Operations Lead, a self-driven individual who would be accountable for managing & driving development & operations of one or more ServiceNow platform applications.

    Examples could be to implement various ITIL processes utilizing tools like ServiceNow etc., service catalog transformation, event management and ITOM implementations, continuous service improvement, dashboard and metrics reporting via ServiceNow performance analytics.


    Key Skills:
    Process reengineering
    Establishing best practices
    Performance Analytics
    Integrations
    ITAM/HAM/SAM
    HRSD/CSM/IRM
    ITSM/SPM

    Certifications:
    ITIL V3 (expert or professional) V3 and above / CSA preferred.
    Presale Accreditations
    Atleast 2+ years of Presale experience
    Lead a team of 10+ members.


    Job Description:
    Collaborating with stakeholders to assess project requirements, review strategies, Drive decision, implementation and governance.
    Managing several key/strategic projects at any given point in time preferably for ITSM, ITOM etc.
    Stakeholder Management (internal/ client) up to the Director/ VP career stage while ensuring high levels of client satisfaction.

    Handling commercial acumen i.e., Estimation, Budgeting, Earned Value Analysis, Maintaining GM & OI at Program Level with alignment and understanding of contracts.

    Maintaining strong business communication, presentation and conflict management
    Maintaining and delivering quality metrics, burn down charts, progress and status reporting at Portfolio Level
    Managing relationships & status reporting within the organization, with clients & applicable third parties
    Managing internal and external dependencies for the projects/ program
    Create and track a plan to deliver the program goals, including the technical implementation plan
    Manage dependencies across platform and technology teams to deliver transparency and visibility for key deliverables
    Build positive relationships with supplier partners & external stakeholders to deliver software, co-ordinate rollouts or installations, or professional services
    Scope (requirements)/ backlog management, quality management and risks and issues management
    Driving continuous improvement, defect prevention/ change journeys as part of a delivery engagement
    Create & manage end-to-end program plans
    Experience in managing large teams and comfortable working in a matrix organization.
    Manage overall program schedules, budget, resources etc.
    Accountable for end-to-end delivery of overall program
    Accountable & lead to deliver agreed solutions with agreed quality
    Manage overall program risk tracking process
    Monitor and manage overall program scope
    Foster partnership with customers/stakeholders/sponsors


    Desired Skills/Requirements:
    10-12 years of experience in ServiceNow operations / Program/Project management experience in IT out of which at least 3-4 years of ServiceNow support operations experience
    ITIL or ITSM certifications preferred.
    Strong skills in metrics / SLA and reporting various other metrics via ServiceNow performance analytics.
    Exposure to Service Management tools like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow or Summit is preferred)Thrives in collaborative environment
    Strong oral and written communication skills with the ability to communicate technical information in non-technical language
    Proven people management skills for 10+ team size
    Ability to work with all levels of client and internal resources.
    Ability to organize, delegate, and leverage resources to accomplish objectives
    Supervisory skills and the ability to leverage support from other parts of the organization
    Experience of performing large amount data analysis
    Business & IT strategy experience
    Customer-focused mindset
    Strong customer service orientation
    Passion for analyzing problems, designing creative solutions
    Close attention to detail and accuracy
    Deadline driven and results oriented
    Flexible attitude and ability to interact with a diverse business user community and changing environment; comfortable with and excited about being part of the driving force behind organizational change management

    Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination.

    All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role.

    We promote and support a diverse workforce across all levels in the company.
    #J-18808-Ljbffr
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