Full Time Job

Technical Manager Service Now Operations and Development


Atlanta, GA 03-22-2021
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  • Paid
  • Full Time
  • Senior (5-10 years) Experience
Job Description

The Job

WarnerMedia seeks a Technical Manager Service Now Operations and Development for the IT Svc Mgmt Ops Svcs department.

The WarnerMedia Service Management Platform Team is seeking a Technical Manager, who oversees the daily operation and development support on the WarnerMedia ServiceNow instance. This position will have oversight of employees responsible for the architecture, operational support and development on the WarnerMedia ServiceNow platform and related systems.

The Daily
• Leads and mentors ServiceNow architects, developers and administrator across multiple time zones
• Has oversight of the ServiceNow instances, and any escalations
• In collaboration with ServiceNow platform owner, builds and executes on the WarnerMedia ServiceNow roadmap
• Ensures alignment with the business strategy, roadmap, and platform governance policies
• Design in collaboration with the ServiceNow architects, development standards and best practices
• Responsible for managing vendor relationships and has oversight in work with vendors
• Provides analysis and documentation of improvement opportunities within the platform and across the team
• Promotes Service Management and ServiceNow best practices
• Monitors project statuses and escalates time and quality issues as they arise
• Responsible for monitoring incident, service request and development metrics and KPIs
• Develops documentation standards and templates
• Responsible for leading ServiceNow releases, patches and product implementations
• Builds resource plans and works to ensures tasks and projects are properly staffed

The Essentials
• BS in Computer Science / Computer Information Systems or equivalent degree
• 5+ years' experience with ServiceNow as a developer, architect, implementation specialist or leader
• Ability to lead others for professional development
• Ability to think and perform both tactically and strategically
• Positive, people-oriented, and energetic attitude
• Passion for solving customer problems
• Highly developed organizational, planning and analytical capabilities with tactical execution
• Demonstrated interpersonal and strong communication skills; written and oral
• Formal and informal presentation skills in small and large group settings
• Excellent analytical and problem-solving skills
• Excellent issue management and prioritization skills
• Strong process orientation
• ITIL 4 or ITIL v3 certifications preferred
• ServiceNow certifications preferred