Job Summary

This position is a direct report to the Applications Group Products Supervisor. This role has responsibility for the ServiceNow Platform and is accountable for the strategic development, support, and improvement of the product within PSEG LI. This includes developing the long-term vision for the product, identifying potential opportunities in conjunction with Architecture to optimize the benefits of ServiceNow for PSEG LI.

This includes responsibility for ServiceNOW ensuring proper operational support, and problem resolution input.  As the technical lead consultant owner this role will: 

•    Design, develop and maintain user management and architecture across multiple environments in addition to providing solution recommendations. 
•    Advocate for exploring and leveraging standard solutions first.
•    Ensure compliance with government and corporate security guidelines.
•    Develop, administer and execute preventive maintenance programs, oversee problem management, perform root cause analysis and corrective action plans, providing vendor management and oversight, and administer and report on vendor and client SLAs.
•    Serves as domain specific subject matter expert for their assigned product line.
•    Keep informed and leads implementation of technical advancements in IT, including introduction of best practices. 
•    Oversight and management of the outsourced support team and associated contracts.

This position looks to the future strategy and development of the platform to coordinate with and prepare the business for potential upgrades and related considerations.  May provide guidance and direction to one or support team members. 
 

Job Responsibilities

Include but are not limited to:

•    Develop and maintain the Road Map and associated Business Cases for the Product, aligning with Architecture and PSEG LI strategy. 
•    Prioritizes backlog, manages vendor for configurations and enhancements, supports/coordinates UAT testing, and production validation while ensuring business values/milestones are achieved
•    Provide technical leadership and oversight of the ServiceNow Instances, the ServiceNow Centre of Excellence, the third party managed services and any escalations. 
•    Be fully accountable for the development, deployment, administration, and automation of the ServiceNow Platform. 
•    Maximize value by identifying additional business outcomes the platform can enable. 
•    Applies technical and functional skills to resolve issues and provide business solutions.
•    Responsible for vendor oversite and vendor solutions. For example, end to end accountability, including:
o    Ensures quality through the use of company-approved methodologies and ensures Quality Control and Assurance procedures are consistent with project specifications, client requirements and corporate policies
o    Manages collaborative working relationship with selected Vendors.
o    Ensures required change management activities take place as necessary.
o    Applies applicable concepts, practices, and procedures.
o    Ensure support SLAs are met by outsourced support team

•    Manages product life-cycle based events and product regulatory requirements including:                              
o    Manages Upgrades, Patching, and Disaster Recovery (DR) Events for ServiceNOW including updating of the DR plan, periodic testing and activation in the event of an emergency
o    Coordinates with any planned outages affecting modules.    
o    Monitors and executes other IT regulatory compliance controls and may work closely with internal and external auditors.
•    Responsible for SLA management, application health management, managing enhancement requests to ServiceNOW, minimizing customizations, leveraging configurations in the application, and maintaining integrations to other applications.
•    Excellent understanding of and ability to configure systems to meet the needs of the business.
•    Plans the delivery of the overall strategic plan(s) and activities in accordance with the product strategy; this includes new initiatives identification, budget estimates, and annual self-assessment and benchmarking plans.
•    Provides planning and strategy input to enable business processes to become more efficient and effective by maximizing value from business integration and usage of ServiceNOW and other application solutions.
•    Plans and leads new project work, creates roadmaps for application upgrades and enhancements. 
•    Proficient in project estimation and developing timelines. 
•    Must be available for callout 24 X 7
 

Job Specific Qualifications

Required:

•    Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Math or a related technical field 
•    6+ years of ServiceNOW experience. 
•    4+ years  proven experience working with project teams to determine implementation strategy 
•    2+ years  proven experience with developing testing strategy for large complex projects
•    Must demonstrate strong leadership skills
•    Ability to work independently on technical issues 
•    Must be able to work and effectively communicate with a wide range of people – peers, vendors, leadership, customers, constituent groups, etc.
•    Must demonstrate the ability to proactively communicate technical topics in a clear, succinct, and relevant way
•    Must demonstrate strong analytical and problem-solving abilities
•    Must have the ability to provide analytical conclusions and support recommended action/decisions with clarity, adjusting to meet the needs of the audience (technical v non-technical business partners/clients). 
•    Must have strong organizational and time management skills
•    Must be detail oriented and demonstrate ownership and accountability
•    Must be proficient in Microsoft office including MSProject or similar project management tool; MS Visio
•    Must be proficient in IT analysis methodologies (i.e. process flow definition, data flow diagramming, etc.).
•    Must demonstrate strong verbal and written communications skills and consultative skills 
  
Desired: 

•    ServiceNow certification preferred or deep experience working with ServiceNow and managing support with/through 3rd parties. 
•    Technical/software certification such as AWS certification, etc.  
•    Graduate degree or MBA
•    ITIL Certification 
•    CMMI experience
 

Minimum Years of Experience

Education

Certifications