Manager ServiceNow

Job Number: 1047

External Description: Requisition ID: 66608

Job Function/Category: Information Technology

Employment Type: Exempt Full Time

This is an exciting time to be joining PSEG. Our commitments, which include safety, integrity, customer focus, and diversity & inclusion, are the fabric of our culture and help drive the success of our business. We are fortunate to have an outstanding workforce of diverse and highly skilled talent who move us forward in our operational excellence journey. PSEG has more than 12,000 employees who are dedicated to the communities we serve and embody our vision: People providing Safe, Reliable, Economic and Greener Energy.

Job Summary

Service Now Manager works with business and technology stakeholders and product teams to develop and convey ServiceNow vision; define backlog; and deliver and sustain the end-to-end customer experience. The manager conceives, defines, tests, delivers, monitors, refines and retires ServiceNow functionality to maximize business results. The manager must also be able to partner effectively with a wide range of teams, including business leaders, delivery teams and external partners, driving business success while promoting the self-organizing culture that makes agile delivery organizations successful. Partners with IT leadership and other key stakeholders to define opportunities and to identify and prioritize enhancements based on predefined criteria (return on investment, productivity, compliance). Ensures timely escalation and management of technical and service shortfalls to relevant technical support teams for resolution and for future prevention.

Job Responsibilities

• Oversees the ServiceNow team and provides subject matter expertise for the ServiceNow application, CMDB, and ITSM, ITOM, ITBM and SecOps modules.
• Accountable for receiving approval from stakeholders on ServiceNow strategy and plan. Ensures ServiceNow operations are consistent with service and business performance objectives. Takes necessary steps to deploy remedies where needed with internal and external partners. Works with governance bodies to review and approve strategies, categories and overall structure.
• Accountable for overseeing the development of product backlog and actionable user stories for ServiceNow. Identifies the guidelines for project operational roll outs and acts as a safeguard to protect the business case. Establishes priorities of the ServiceNow product backlog (Features and Technical Debt) in collaboration with the IT leadership and Product Teams. Ensures the development of the life cycle view of the solution including the conception of its need, design and execution, and upgrade and/or replacement when appropriate.
• Drives and executes projects within ServiceNow. Accountable for designs, specs, implementation and program management for all projects in ServiceNow. Manages quality assurance rollouts and performs functional analysis to assess the robustness of projects recently launched
• Collaborates with Finance to define cost allocation, cost recovery and pricing plan within the overall context of chargeback or pricing model. Develops and manages the cost model for ServiceNow and identifies appropriate cost levers for improvement
• Develops and analyzes performance dashboards and scorecards to quantify and measure outcomes and identify shortfalls, remedies and opportunities to management
• Accountable for planning, upgrading, testing, documenting, and maintaining the ServiceNow platform, ServiceNow modules and associated 3rd party integrations

Job Specific Qualifications

• Bachelor's degree and 8 years of experience in ServiceNow
• Over 3 years of experience managing team of 5+ staff or external contractors
• Proven experience with leading teams on the implementation and enhancements in ServiceNow
• Technology procurement & technology financial operations experience ensuring vendor contracts support business and corporate needs
• Sound expertise in product/program/project management
• Sound expertise in technology resource management, job positions, career paths, recruiting, and compensation
• Ability to proactively communicate technical topics in a clear, succinct, and relevant way
• Proven experience in managing program budgets and technology cost centers in large corporate environments to ensure corporate targets are met
• Proficient in working with business area's to understand needs/requirements with an ability provide innovative solutions
• Technically knowledgeable with the ability to assess solutions for current and future needs across organizations.
• Track record as an innovator and agent leading organizations and people through change
• Proven experience in long term planning including building roadmaps and program planning
• Digital acumen
• Strong leadership and influence skills
• Ability to present to all levels of management & executive leadership
• Excellent teamwork, facilitation, relationship building, and negotiation skills

Desired

• ServiceNow Certification
• ITIL v3 Foundations certification
• SaaS vendor management skills
• Web design experience
• Advanced degree, e.g. Masters of Business Administration
• Experience with technology organizational design

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

As an employee of PSE&G or PSEG Long Island, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

This site ( http://www.pseg.com ) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through empower which can be accessed through the mypseg homepage by clicking on the employee center tab, then under the empower header, choose careers.

Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legal protected characteristic. Legally protected characteristics included, race, color, religion, national origin, sex, age, marital status, sexual orientation, disability, or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

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Nearest Major Market: Newark
Nearest Secondary Market: New York City
Job Segment: Compliance, Procurement, Quality Assurance, Project Manager, Technical Support, Legal, Operations, Technology

Job Number: 66608

Community / Marketing Title: Manager ServiceNow

Location_formattedLocationLong: Newark, New Jersey US