Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Senior Technical Manager, Servicenow

Expired Job

Viacom New York , NY 10007

Posted 1 week ago

Overview and Responsibilities

The Senior Technical Manager ensures that the End Users of Viacom are well supported on the ServiceNow ITSM platform. The primary goal of this individual will be to become a subject matter expert on all business and system processes using the ServiceNow platform. The ideal candidate needs to have a thorough understanding of ITIL/ITSM processes and a strong technical background with the platform. The candidate will be part of a team that bridges the gap between the Business Partners (IT and Non-IT), Requirements and the Applications Development team responsible for building and maintaining ServiceNow. The ServiceNow platform spans ITSM, ITOM, ITBM, Application Development, Core Platform, HR Service Delivery, Security Management.

Specifically, this candidate will:

  • Work with all Business Partners (IT and Non-IT) groups to define the vision, priority, and scope large and small projects

  • Document project plans, and specifications and obtain "sign off" from the business for system initiatives

  • Lead projects through the full life cycle, from justification through implementation and training

  • Stay aware of business initiatives and address potential impacts to systems/operations (e.g. network launches, mergers, new business required enhancements, etc.)

  • Provide timely status on all activities for the team, including clear identification of all risk and issues affecting scope of work

  • Support, analyze and resolve problems reported by ServiceNow clients

Primary Responsibilites, but not limited to:


  • Support Executive Director in planning and managing releases and upgrades of the ServiceNow platform and applications

  • Foster collaboration among Business Partners (IT and Non-IT) to keep them informed of related projects and other IT development requests

  • Work with Business Partners and Stakeholders to gather and document business requirements and processes, reporting and workflow needs; and with the team to review, analyze and document solutions to meet or enhance the requirements gathered

  • Create, maintain and provide detailed application development project plans and statuses: schedule scope of work, identify critical path activities, dependencies, milestones and resource allocation

  • Ensure adherence to quality standards and review project deliverables regularly

  • Work independently with clients and vendors spanning across global regions

  • Identify and resolve problems which may impact applications health; by monitoring user feedback and issues; Escalate important issues with complete analysis and recommendation to the attention of Executive Director so that decisions can be made promptly

  • Evaluate and implement new technologies, products, tools used in the application development environment. Must identify and resolve potential problems and design flaws

  • Propose recommended improvements to ServiceNow that would improve health of the application or streamline the business processes

Solution Development and Delivery

  • Provide technical direction for the development, design, and systems integration for client engagement from definition phase through implementation

  • Apply significant knowledge of industry trends and developments to improve service to our clients

  • Recognize system deficiencies, and implement effective solutions

  • Create and execute development plans; and revise as appropriate to meet changing needs and requirements

  • Manage the development lifecycle and is responsible for managing technical risks throughout the project

  • Consistently deliver high-quality services to our clients

  • Support the full system implementation lifecycle activities

  • Partner with the team on solutions and defect management/smaller enhancements


  • Work closely with Business Partners (IT and Non-IT) to ensure development activities are in alignment with business objectives, needs and strategic directions

  • Assist Business Partners (IT and Non-IT) in defining and prioritizing scope for new projects and ongoing maintenance of existing applications

  • Manage external vendors to ensure delivery and support of packaged applications where appropriate

  • Work closely with the internal developers to ensure delivery and support of in-house packaged applications where appropriate

  • Act as a liaison between the team and Business Partners (IT and Non-IT)

  • Manage diverse and demanding Business Partners with a professional, courteous manner

  • Perform application management and analysis including documentation and sign off of Business Requirements, Product Upgrade Briefs, Application roadmaps, Product Incident Reports

  • Project Plans for upgrades of existing applications and business requested tools the business relies on daily

Basic Qualifications

  • Bachelor's degree in IT related field or equivalent experience

  • Minimum 5 years IT project management experience managing multiple projects in a large, IT Enterprise environment

  • Minimum 2 years of functional and technical experience with ServiceNow ITSM, ITOM, ITBM, Application Development, Core Platform, HR Service Delivery, Security Management

  • Minimum 3 years of system analysis, functional design and configuration experiences

  • Minimum 3 years of IT Service Management Process and IT project lifecycles experiences

  • Working knowledge and experience with documentation, data & reporting tools including Excel, Access, Visio, PowerPoint, SharePoint, Project

Additional Qualifications

  • Strong functional knowledge of ITSM/ITIL processes

  • Strong technical knowledge of the ServiceNow platform

  • Knowledge of ITIL V2 & V3 foundational concepts and processes

  • Certified ServiceNow System Administrator a plus

  • Experience with implementation of ServiceNow a plus

  • Proficiency in JavaScript, HTML, CSS a plus

  • Experience working with jQuery, Jelly a plus

  • Experience on Integration (REST, Web Services, SOAP, HTTP, MID) a plus

  • Exceptional interpersonal skills with ability to work as a team or independently

  • Excellent written and communication skills, critical thinking, problem solving, conflict management, listening, time management

  • Superior communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relationships among all levels of an organization

  • Ability to accurately identify and analyze business requirements, processes and issues

  • Ability to facilitate meetings and interact with business partners and clearly communicate technical requirement to the development team

  • Ability to write functional specifications, test scripts, training guides and process documentation

  • Ability to develop flexible and efficient plans, lead project teams with multiple priorities while fostering an environment of team building and coordination

  • Ability to function collaboratively as part of a fast-paced, customer oriented team, perform effectively as an independent producer under broad management direction, and a demonstrated willingness to support the team on all levels to get the job done

  • Strong business analysis/project management skills

  • Strong organizational skills including an ability to manage multiple projects simultaneously, establish priorities, exercise good judgment, meet deadlines, and ensure issues are resolved in a timely manner

  • Solid work experience developing and managing technology projects from beginning to end

  • Broad experience with IT including networks, security, servers, storage, applications, infrastructure and governance a plus

  • PMI Certification a plus

  • Experience with Six Sigma methodology a plus

  • Energetic team player with a can-do attitude, with an understanding that challenging, dynamic environments create opportunity

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Senior Technical Project Manager Accuity New York NY

Relx Group

Posted 3 days ago

VIEW JOBS 11/11/2018 12:00:00 AM 2019-02-09T00:00 Senior Technical Project Manager - Accuity Role Description: The Senior Professional Services Technical Project Manager will closely work on Fircosoft portfolio projects and client delivery of product implementations, remotely or at client locations and for different functions within those projects. The role will play an important part in the design and governance of implementations, with the final goal of improving the clients' current processes and increasing efficiency. This individual will participate and be responsible for all phases of the clients' projects. You will be required to provide consultancy on the use of the Accuity Risk and Compliance solutions on industry best practices in sanction and PEP screening. This position requires a very client-focused approach with the ability to communicate effectively and a high degree of professionalism suited to financial and corporate institutions. You must have exceptional analytical skills and the ability to influence the strategy and direction of clients' procedural processes in operations and compliance when appropriate. In addition, as a senior member of the team, you will be expected to propose best project and team practices, influence others positively and guide the team to successfully close projects to the expected standards of quality and efficiency. We are looking for individuals who would like to join a fast growing company and to embrace the opportunity of progressing professionally and personally in a constantly changing, fresh and dynamic environment. Location: The Professional Services Consultant role is based in New York Travel: The role will involve national and international travel and the Senior Professional Services Technical Project Manager will travel up to 50% of the time. Key Responsibilities: Implementation Project: * Delivers, installs and configures all Fircosoft applications to specified requirements providing technical training and transfer of knowledge. * Understands customer use cases and requirements and in turn propose accurate architectures to implement solutions and document them. * Investigates and analyses client business activities and processes to make them more efficient and compliant through the use of Accuity solutions and apply best practices for the consequent implementations. * Understands and assists in the implementation of various Sanctions requirements. * Is a technical expert in Accuity's Fircosoft products. * Has a very good knowledge in third party software interfacing with Fircosoft solutions. * Performs the functional customization of the solution, including analysis and tuning of screening results * Troubleshoots customer issues during implementation. * Aids with the development of strategies for the improvement of implementation process, services and standards. * Tracks incidents through incident tracking system. * Ensures proper hand over to the Support team * Actively participates in external and internal training. * Ensures the entire PSG is equipped with enough knowledge to participate in any phases of client implementations. Engagement Management: * Participates in the decision making process and influences the constant improvement of project best practices and team operations within PSG. * Governs and ensures work is well defined, changes to requirements are managed, issues arising are tracked and dealt with in a timely fashion, and customer satisfaction is attended to throughout the engagement. * Leads project workshops and agrees project objectives, even from scoping time when requested. * Makes sure that all the aims of the projects are met and deliverables are submitted for all projects owned by the Senior Professional Services Engagement Manager * Keeps senior managers and clients up to date with project progress. * Communicates with the other internal teams when needed. * Shares lessons learned within the team and department and provide internal training. Functional Analysis: * Shows a good understanding of compliance and sanctions risk management, relating it to product and service within the firm. * Understands customer use cases and requirements and in turn apply best practices for those customer implementations. * Investigates and analyses client business activities and processes to make them more efficient and compliant through the use of Fircosoft solutions. * Determines the types of products and services required by clients. * Organises and executes deep focused health checks and audits for clients. * Actively participates and performs external and internal training Relationship Management: * Works closely and proactively with other team members and other teams to resolve complex solutions and client issues. * Supports sales efforts to grow the business, including communications with prospects and post implementation relationship. * Maintains strong client relationships through regular close contact which includes regular face-to-face meetings, telephone and email communications. Skills & qualifications: Business * University or Bachelor's degree or equivalent * 5-7 years experience working within the financial industry in a similar consulting or business analysis role * Understanding of financial industry and knowledge of payment standards (SWIFT, ACH, Fedwire etc) * Affinity or experience with Compliance, CFT (Counter-Financing of Terrorism), AML (Anti-Money Laundering), or KYC (Know Your Customer) * Project Management experience * MS Office expertise, including strong PowerPoint and Excel skills Technical * Knowledge of Unix and Windows * Knowledge of RDBMS & SQL (Oracle 12, SQLServer 2012+) * Knowledge of IBM MQ * Configuration of Webservers: WebSphere and Apache Tomcat * Knowledge of Three Tier architecture * Excellent troubleshooting skills Languages * English * Spanish (good to have) * Portuguese (good to have) Interpersonal * Highly motivated and inquisitive * Ability to work independently, without sacrificing quality * Naturally pro-active with great sense of initiative * Team player & Client focused * Excellent * analytical skills * communication and presentation skills * organizational, time management and planning skills Desirable * 5 years of implementation projects * Understanding of financial industry and knowledge of payment standards * Experience in a multinational and multi-cultural environment The Company At Reed Business information (RBI) we provide information and online data services to business professionals worldwide. Customers have access to our high-value industry data, analytics, information and tools. Our strong global brands hold market-leading positions across a wide range of industry sectors including banking, petrochemicals and aviation where we help customers make key strategic decisions every day. RBI people are driven by an environment focused on innovation, passion for our products, and collaboration, where working in an agile manner is par for the course. RBI is part of RELX, a leading global provider of data, information and solutions for professional customers. RBI General Benefits Package: * 401k match of 5% * 18 Days Holiday * Paid Charity Days – 2 days per year * Benefits start upon hire date * Excellent OTE & Competitive Salaries RBI is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, colour, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact . EEO is the Law. EEO is the Law Supplement Relx Group New York NY

Senior Technical Manager, Servicenow

Expired Job