Manager, ServiceNow-2

Quality Technology Services, QTS • Hybrid • US GA Atlanta Suwanee 1 DC1, United States of America • 1m ago

As the Manager, ServiceNow at QTS, you will be responsible for leading and overseeing the development, configuration, testing and deployment of ServiceNow solutions for both customer and employee needs. You will lead a team of ServiceNow administrators, developers and analysts, ensuring on-time delivery of high-quality work while adhering to best practices and standards. The Manager, Service now will collaborate with stakeholders across the organization to understand requirements, provide guidance, and ensure alignment with the QTS’s business goals, overall IT strategy and vision.

Manage the full lifecycle of ServiceNow projects and initiatives, from planning and design to implementation and ongoing support
Lead and mentor a team of ServiceNow developers, administrators and analysts, providing feedback, coaching and performance reviews
Establish, continually improve and enforce QTS’s ServiceNow development and configuration standards, policies and procedures
Ensure ServiceNow solutions are secure, scalable, reliable and compliant with industry best practices and regulations needed for QTS business
Oversee the monitoring and troubleshooting of ServiceNow issues, incidents and problems, while providing root cause analysis and resolution meeting established SLA’s
Manage ServiceNow upgrades, patches and enhancements, ensuring their compatibility and integrations with other QTS applications, including Nuvolo, Salesforce, Workday and SDP
Develop and maintain ServiceNow documentation for QTS, including technical specifications, user guides and training materials
Communicate and collaborate with business users, IT leaders, vendors and other stakeholders to understand their needs, expectations and feedback to improve the overall user experience for all in ServiceNow
Manage ServiceNow budget, resources, timelines and report on project status and progress regularly
Establish and report on meaningful KPI’s for the ServiceNow team
Stay updated on ServiceNow trends, innovations and best practices to allow for identification of opportunities for improvement and optimization

BASIC QUALIFICATIONS

US Citizenship required
Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field, or equivalent combination of education and experience.
5+ years of progressive experience in ServiceNow development, configuration and administration, including custom applications, workflows, integrations and reporting
At least 3 years of experience in managing and leading ServiceNow teams and projects
Certification as ServiceNow Administrator, Application Developer or Implementation Specialist
Strong knowledge of ServiceNow platform, modules and features, such as ITSM, ITOM, ITBM, HR, CSM and GRC
Experience in integrating ServiceNow with other systems and applications, such as Active Directory, LDAP, SSO, SAML, and OAuth
Excellent communication, presentation and interpretation skills, with the keen ability to translate technical concepts to non-technical audiences
Strong analytical, problem-solving and decision-making skills
Ability to manage multiple priorities and deadlines
Detail-oriented, organized and quality-focused, with a customer-centric mindset

PREFERRED QUALIFICATIONS

Experience in using ServiceNow tools and API’s, such as Service Portal, Service Catalog, Discovery, Orchestration, REST and SOAP
Proficient in ServiceNow scripting languages, such as JavaScript, HTML, CSS, AngularJS and Jelly
Exposure to or experience with Automated Testing Framework (ATF) for ServiceNow
Familiarity with Nuvolo, especially evaluating impacts of ServiceNow upgrade releases
Success in managing external, 3rd party vendors (time and budget)
Microsoft and/or additional ServiceNow certifications are preferred
Experience with Atlassian suite of tools
MBA
Agile/Scrum experience

KNOWLEDGE, SKILLS, AND ABILITIES

Relationships– Build valuable relationships with people, facts, and context. Deeply aligned relationships are the key to unlocking the power of people to overcome the challenges they face and achieve more than they could in isolation.
Creativity– Apply integrated thinking. Creativity is necessary to produce unprecedented value. By combining awareness of new facts and deeper understanding of people’s purposes and concerns we are able to generate a surplus of ideas. And create the possibility of changing the world.
Collaboration– Develop aggressive AND realistic plans. Working collaboratively is required to make the best decisions on how to allocate time, money and talent and thus enable our dreams to become reality.
Accountability- Get the job done. We must be clear on who is going to do what by when. Accountability is the only way that change occurs. Constant acts of courage (people doing something) inspire others to join in making the world a better place.
Learning– Lead in a developmental environment – Turning learning into action is fundamental to unleashing the power of QTS. By embracing change and appreciating others, we accelerate business improvements and our own development and fulfillment.

TOTAL REWARDS

This role is also eligible for a competitive beneﬁts package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; ﬂexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company beneﬁts.
This position is bonus eligible.
This job may be eligible for equity.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to talentacquisition@qtsdatacenters.com and let us know the nature of your request and your contact information.

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