Information Technology Manager Servicenow

Purpose:

The ServiceNow Manager at Floor & Decor is tasked with collaborating closely with internal teams, engaging stakeholders, and establishing service level agreements (SLAs) for both internal and Managed Service Provider (MSP) teams. This role involves intricately defining the scope of IT services to be provided and setting key performance indicators (KPIs) and metrics to assess the performance of the ServiceNow platform and MSP partners, detailing their measurement methodologies.

Moreover, the ServiceNow Manager is responsible for crafting and refining the processes for IT Service Desk Corporate, Store Support, and MSP operations within the ServiceNow platform. This includes comprehensive documentation, auditing procedures, and ensuring alignment with the strategic direction and objectives set forth by Service Desk leadership. Continual analysis of workflows and performance metrics is central to this role, driving the implementation of strategies aimed at enhancing efficiency and streamlining operations within the ServiceNow environment.

Minimum Eligibility Requirements:

• Certifications: ServiceNow Certified System Administrator (CSA)

• Platform Management: 5+ years of experience overseeing the administration, configuration, and customization of the ServiceNow platform to meet the organization's needs. This includes managing user access, security, workflows, forms, and integrations with other systems. Experience working in all the flowing ServiceNow applications suites is preferred ITSM, CSM, SPM, and ITOM.

• Service Delivery: 5+ years of experience ensuring the effective delivery of IT services through ServiceNow, including incident management, problem management, change management, service catalog management, and request fulfillment. This involves defining and optimizing service processes and workflows within ServiceNow.

• Stakeholder Engagement: Collaborating with stakeholders across the organization to understand their requirements and priorities, and to ensure that ServiceNow solutions align with business goals. This may involve gathering feedback, conducting workshops, and facilitating discussions to drive adoption and satisfaction.

• Governance and Compliance: Establishing governance frameworks and best practices for the use of ServiceNow, ensuring compliance with organizational policies, industry regulations, and security standards. This includes conducting regular audits, implementing controls, and managing risks associated with ServiceNow usage.

• Performance Monitoring and Optimization: Monitoring the performance and utilization of the ServiceNow platform, analyzing data and metrics to identify areas for improvement and optimization. This may involve conducting performance tuning, capacity planning, and implementing enhancements to enhance the platform's effectiveness and efficiency.

• Team Leadership and Development: Leading a team of ServiceNow administrators, developers, and analysts, providing guidance, support, and mentorship to ensure their success. This includes defining roles and responsibilities, setting goals and objectives, and fostering a culture of continuous learning and professional development.

• Vendor Management: Managing relationships with ServiceNow vendors, partners, and consultants, including contract negotiation, vendor selection, and oversight of external resources. This may involve collaborating with procurement and legal teams to ensure compliance with contractual agreements and service level agreements.

• Project Management: Leading ServiceNow implementation projects, upgrades, and enhancements from initiation to completion. This includes defining project scope, timelines, and deliverables, managing resources and budgets, and communicating progress and status updates to stakeholders.

• User Training and Support: Providing training and support to users of the ServiceNow platform, ensuring they have the knowledge and skills required to effectively utilize its features and functionality. This may involve developing training materials, conducting workshops, and providing ongoing assistance and guidance as needed.

• Continuous Improvement: Driving continuous improvement initiatives to enhance the capabilities, usability, and value of the ServiceNow platform. This includes soliciting feedback from users, staying current with platform updates and best practices, and actively participating in user communities and forums.

Essential Job Functions:

• Manage and lead a team of ServiceNow developers and configurators, including hiring, training, coaching, and performance management.

• Develop and implement ServiceNow policies, procedures, and best practices to ensure consistent and high-quality support services.

• Monitor ServiceNow performance metrics and KPIs to identify areas for improvement and drive continuous service improvement initiatives.

• Coordinate with other IT teams and stakeholders to resolve escalated issues and ensure timely resolution of service requests and incidents.

• Oversee the deployment and maintenance of the ServiceNow system to support efficient service delivery.

• Provide technical expertise and guidance to ServiceNow staff, assisting with complex technical issues and escalations.

• Foster a customer-focused culture within the ServiceNow team, promoting excellent communication and collaboration with end-users.

• Stay up to date on industry trends and best practices in IT service management, recommending and implementing innovations to enhance service delivery.

• Develop and maintain documentation, knowledge articles, and training materials to support ServiceNow operations and knowledge transfer.

• Work with IT teams to generate and deliver regular ServiceNow reports and presentations for senior management, summarizing service desk performance, trends, and key metrics.

• Establish best practices throughout the entire technical support process.

• Oversee IT Service Desk transformation initiatives to ensure they support the achievement of the short/long term plan(s)

• Perform other such roles, activities and duties as may be required by executive management or by any other managerial representative of F&D from time to time.

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WORKING CONDITIONS (TRAVEL & ENVIRONMENT):

• Limited travel required including air and car

• While performing the duties of this job, the employee may occasionally be exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically quiet to moderate.

PHYSICAL/SENSORY REQUIREMENTS

Sedentary Work - Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.

Note: Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law. Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Benefits & Rewards

• Bonus opportunities at every level

• Career advancement opportunities

• Relocation opportunities across the country

• 401k with discretionary company match

• Employee Stock Purchase Plan

• Referral Bonus Program

• Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

Equal Employment Opportunity

Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.