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Senior Manager, ServiceNow

2 months ago

Minneapolis, Minnesota, United States Anaplan Full time

About Anaplan

Anaplan is a leading provider of cloud-based business planning and analytics solutions. Our platform enables organizations to optimize business decision-making through scenario planning and analysis.

Our Winning Culture

We value diversity of thought and ideas, leadership, ambition, and fun. Our operating principles are strategy-led, values-based, and disciplined in execution.

Job Summary

We are seeking a tenacious Senior Manager, ServiceNow to join our IT Enterprise Application Team. This is a stellar opportunity to get involved in a highly visible, large-scale SaaS cloud company.

Your Impact

  • Define and lead product strategies, roadmaps, and vision for multiple ServiceNow products, including Customer Service Management, IT Service Management, IT, Operations Management, and Hardware/Software Asset Management across various organizations.
  • Cultivate strong relationships with internal stakeholders and external partners, ensuring end-to-end product delivery by providing technical product guidance, aligning requirements with capabilities, and fostering innovative solutions.
  • Effectively understand business requirements and translate them to functional and technical specifications.
  • Oversee the full software development lifecycle for product delivery, enhancements, and overall sustainment backlog. Collaborate with internal architects and external partners in planning, analysis, design, development, testing, implementation, and maintenance.
  • Manage, mentor, and develop a team of ServiceNow administrators, developers, and analysts. Experience in managing Onshore and Offshore teams.
  • Manage relationships with external ServiceNow partners and managing Manage Service Providers.
  • Preserve product health by advocating ServiceNow best practices and leveraging out-of-the-box features, capabilities, and configurations wherever possible.
  • Act as Delivery Lead for small and large-scale implementations including handling requirements, scope, timeline, and project delivery.
  • Define, develop, and execute organizational change management (OCM) campaigns including communications, collateral, videos, demos, trainings, and presentations to spread awareness, create excitement, and drive adoption.
  • Define and track key performance indicators (KPIs) to ensure successful product adoption, delivery of high-value business outcomes, and return on investment.
  • Construct and maintain process and product documentation, capturing all information necessary to execute business processes and define product features, use, and administration.
  • Identify product and process inefficiencies and opportunities, driving innovation through feedback from internal stakeholders, technical peers, and external partners.

Your Qualifications

  • 10+ years of experience with the ServiceNow Platform.
  • Minimum of 5 years of experience in an IT leadership role, including leading onshore and offshore internal teams, managing implementation partners, and overseeing managed service providers.
  • Extensive experience with ServiceNow's ITSM (Incident, Problem, Change, CMDB, Request, Knowledge, ESC, Mobile, Virtual Agent, Agent Workspace, Outage, On-Call/Notify, Walk-Up), ITOM (Discovery, Service Mapping, CMDB, Event Management, Cloud Management, Operational Dashboards), and HAM/SAMP (Normalization, Lifecycle Management and Automation, Inventory and Audit, Content Library, Publisher Packs, SaaS License Management, Software Spend Detection, Cloud Insights), CSM (Case Management, Advanced Work Assignment, Omnichannel etc.,)
  • Extensive experience with Scoped/Custom Applications and Gen AI capabilities.
  • Excellent analytical skills in product/process evaluation and data analytics, with the ability to identify, socialize, and mitigate gaps, and define scalable solutions with supporting KPIs.
  • Solid experience in IT operations, including storage, network, and compute of enterprise environments.
  • Excellent interpersonal, written, and verbal communication skills, with the ability to present technical information in a way that non-technical audiences can understand.
  • Ability to work collaboratively with business customers and functional team members.
  • Self-driven and able to execute independently and remotely without supervision.
  • Bachelor's degree in computer science, Computer Engineering, or other related fields, or equivalent professional experience.
  • ServiceNow Certifications (on the latest supported version): Certified System Administrator, Certified Implementation Specialist ITSM, ITOM, CSM, HAM, & SAMP.

Our Commitment to Diversity, Equity, Inclusion, and Belonging

We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day.