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Senior Manager, ServiceNow Platform Expert

2 months ago

New York, New York, 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, ITOM, and HAM/SAMP modules.
  • 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.