ServiceNow Manager

MAIN PURPOSE OF THE ROLE

The ServiceNow Manager role serves as a strategic liaison between the IT ServiceNow platform and multiple business units. This role is accountable for evaluating, influencing, and governing IT processes and ServiceNow platform capabilities to enable consistent, predictable, and high‑quality service delivery.

This individual leads the definition, design, and continuous improvement of IT service management processes, ensuring that ServiceNow configurations, foundational data, integrations, and performance metrics align with organizational strategy, service maturity roadmaps, and global information management objectives.

A strong focus on End User Experience is essential, driving IT interactions toward a customer‑centric, next‑generation digital experience through optimized workflows, automation, self‑service, and analytics.

Main Responsibilities

ServiceNow & Process Leadership

• Act as the senior business analyst for ServiceNow‑enabled capabilities across multiple modules including IT Service Management (ITSM), Customer Service Management (CSM), Governance, Risk, & Compliance (GRC), Hardware Asset Management (HAM), IT Operations management (ITOM), and Strategic Portfolio Management (SPM).
• Ensure process, tool configuration, data model, and KPIs work together to drive service maturity, stability, and user satisfaction.
• Mentor, coach, and develop junior Business Analyst resources, providing guidance on analysis techniques, documentation standards, stakeholder engagement, and professional growth.
  
  

• Partner closely with business unit leaders, service owners, and IT leadership to understand business objectives, regulatory requirements, and operational challenges.
• Work with business contacts to define and prioritize demand, initiatives, and enhancement backlogs.
• Proactively identify strategic opportunities to apply new or existing ServiceNow capabilities to improve service quality, automation, cost efficiency, and user experience.
• Ensure cohesiveness between business strategies and ServiceNow platform direction, roadmaps, and investment priorities.
  
  

• Lead requirements workshops, translating business needs into clear, concise functional and technical requirements suitable for ServiceNow configuration and development.
• Perform business process analysis, mapping current state to future state, identifying gaps, risks, data dependencies, controls, and integration needs.
• Produce high‑quality artifacts including :
• Business requirements documents
• Functional specifications
• Process flows and service blueprints
• User stories and acceptance criteria
  

• Collaborate with ServiceNow developers, architects, and delivery teams to ensure solutions meet requirements and follow platform best practices.
• Support or perform configuration, testing (UAT), validation, and implementation activities for ServiceNow solutions.
• Ensure delivery teams fully understand customer needs, business drivers, and desired outcomes.
  
  

• Provide ongoing support for production ServiceNow applications, resolving business and technical issues in collaboration with support teams.
• Analyze trends, metrics, and user feedback to identify continuous improvement opportunities.
• Maintain awareness of ServiceNow releases, industry trends, and emerging technologies to advise leadership on innovation opportunities.
  
  

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or a related field or equivalent combination of education and experience
  
  

• Minimum 7+ years of IT Business Analysis experience in a large or mid‑sized enterprise environment
• 3+ years of hands‑on ServiceNow experience, preferably across multiple modules
• Strong knowledge of ITIL practices and IT service management processes
• Proven experience with :
• Business process modeling and optimization
• ServiceNow requirements, configuration, and testing
• Global or multi‑regional service organizations
• Experience in regulated environments (e.g., healthcare, GxP) preferred
• Strong project, stakeholder, and vendor management skills
  

• Deep understanding of ServiceNow platform architecture, data model, and configuration best practices
• Ability to translate complex business needs into practical, scalable ServiceNow solutions
• Strong analytical, documentation, and facilitation skills
• Excellent communication and influence skills across technical and non‑technical audiences
• Customer‑centric mindset with strong focus on End User Experience
  
  

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (ITSM or related)
• ITIL Foundation or higher