Senior Information Technology Manager

Who we are and what we do:

The Information Technology (IT) Manager Senior is an integral member of the ServiceNow Platform Team within the IT Division. This role is responsible for the oversite of the software development process managing a team of software engineers, and vendor partners to ensure the successful delivery of technology solutions. S/he must possess strong leadership, negotiation, communication, relationship building, process-orientation, and interpersonal skills. S/he is accountable for the day-to-day maintenance and operations and actively oversees projects within the agency managed on the ServiceNow platform. In addition, the IT Manager Senior will work directly with both internal and external product/project managers, business stakeholders and vendor partners to successfully ensure delivery of select strategic Agency projects under the direction of the IT Director. S/he assists the IT Director in building and managing an effective strategy to improve the overall consistency, predictability, and efficiency of the Agencys ServiceNow platform. Working closely with the IT Director, s/he helps to define and implement detailed processes and procedures to ensure delivery according to plan and within budget. Must be able to effectively manage change and promote continuous improvement to the solutions we deliver to the agency.

Key Responsibilities:

1. Lead, mentor, and manage a team of ServiceNow developers, fostering a collaborative and high-performing team environment.
2. Provide technical guidance, conduct performance reviews, and support professional development for team members.
3. Assign tasks, monitor progress, and ensure timely delivery of high-quality solutions.
4. Collaborate with internal customers to gather, analyze, and prioritize enhancement requests for the ServiceNow platform.
5. Translate business requirements into technical specifications and oversee their implementation.
6. Ensure enhancements align with organizational goals and deliver measurable value.
7. Plan, coordinate, and manage yearly ServiceNow platform upgrades, ensuring minimal disruption to operations.
8. Test and validate upgrades in development and staging environments before production deployment.
9. Stay current with ServiceNow releases, features, and best practices to optimize platform performance.
10. Oversee and enforce ServiceNow platform security policies, ensuring compliance with organizational and industry standards.
11. Implement role-based access controls, monitor security vulnerabilities, and coordinate remediation efforts.
12. Conduct regular audits to maintain a secure and compliant platform environment. Lead regular meetings with ServiceNow development staff to align on priorities, discuss progress, and resolve issues.
13. Manage and Lead the Software Engineering Team, consisting of direct reports and indirect reports.
14. Responsible for collaborating with Project Managers to plan, execute, and deliver software solutions by managing project plans, timelines, resources, and risks throughout the project lifecycle.
15. Clear written and verbal communication with clients, senior management, and cross-functional teams is essential.
16. Ensure high-quality team deliverables through strong knowledge of software testing and a focus on quality assurance.
17. Stay current with tech trends, promote team learning, and drive process improvements to boost productivity and efficiency.

Minimum Qualifications:

1. Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).
2. 5+ years of experience in ServiceNow development, including expertise in CSM, PSDS, HRSD, LSD or other ServiceNow modules. 2+ years of experience leading or managing a team of developers.
3. Proven track record of managing ServiceNow platform upgrades and enhancement projects.
4. Experience with platform security, including user access management and compliance.
5. ServiceNow Certified System Administrator (required). ServiceNow Certified Application Developer or Certified Implementation Specialist (preferred).
6. Proficiency in ServiceNow development (JavaScript, Glide API, ServiceNow scripting, Flow Designer, IntegrationHub).
7. Strong knowledge of ServiceNow architecture, modules, and integrations (REST, SOAP, etc.).
8. Familiarity with Agile/Scrum methodologies and project management tools (e.g., Jira, ServiceNow Agile Development).
9. Experience working with vendor partners and managing third-party ServiceNow integrations. Knowledge of cloud platforms (AWS, Azure) and their integration with ServiceNow.
10. Familiarity with IT governance frameworks.

Pursuant to the State of Tennessee's Workplace Discrimination and Harassment policy, the State is firmly committed to the principle of fair and equal employment opportunities for its citizens and strives to protect the rights and opportunities of all people to seek, obtain, and hold employment without being subjected to illegal discrimination and harassment in the workplace. It is the State's policy to provide an environment free of discrimination and harassment of an individual because of that person's race, color, national origin, age (40 and over), sex, pregnancy, religion, creed, disability, veteran's status or any other category protected by state and/or federal civil rights laws.