Senior ServiceNow Manager

Job Summary: The Senior ServiceNow Manager deals with all aspects of CTS’ ServiceNow environment, including management of the support and development team, strategy and roadmap planning, governance, and key stakeholder engagement. This position plays a lead role in the development of strategies for optimal use of ServiceNow within CTS. The Manager must be able to work in a highly changing and fast-paced environment interfacing directly with internal customers and management. This position typically works under general supervision and direction. Incumbents of this position will regularly exercise discretionary and substantial decision-making authority.

Essential Job Duties and Responsibilities:

• Own the enterprise ServiceNow platform strategy, roadmap, and governance across all modules.

• Manage and mentor a team of ServiceNow Engineers, including hiring, performance management, and career development.

• Oversee workload planning, resource allocation, and prioritization across multiple customer engagements.

• Partner with business and CTS program leaders to translate requirements into platform capabilities and prioritize the development backlog.

• Acts as liaison with other managers and customer representatives concerning projects, operational decisions, scheduling requirements, or contractual clarification

• Oversee release planning, environment management, and change control processes to ensure platform stability.

• Provide architectural guidance on integrations, scripting standards, security, and platform upgrades, review and approve significant technical design decisions.

• Manage the relationship with ServiceNow and third-party implementation partners; oversee contract renewals and licensing optimization.

• Ensure the platform meets regulatory, audit, and information security requirements, including access controls, data governance, and audit logging.

• Keep abreast of the latest platform technologies and techniques.
  Comply with Cubic’s Quality Management System.

• Comply with Cubic Occupational Health, Safety and Environment policies and procedures.

• Comply with security in accordance with established policies and procedures of the organizations

• Other duties as requested.

Minimum Job Requirements:
 

Skills knowledge and experience:

• Bachelors’ degree in a Computer Science-related field.

• Twelve (12)+ years of experience in an IT related role, including 8+ years of experience in roles directly involving the ServiceNow platform and 3+ years in people management.

• Experienced in full lifecycle ServiceNow implementations with excellent communication skills

• Experience with ITSM, CMDB, CSDM, ITAM, FSM, ITOM, HRSD, and Performance Analytics desired.

• Preferably ITIL, ServiceNow System Administrator, and ServiceNow Implementation Specialist certified.

• Expertise as a Business Analyst, including requirements gathering, process modelling, gap analysis, story development, stakeholder management, etc.

• Expertise in ServiceNow troubleshooting, administration, and development.

• Experience working with Agile (Scrum) project team development environments. 

• Able to write detailed documentation (project specifications, requirements, and plans) for both technical and nontechnical audiences.