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ServiceNow Administration and Development Manager - Raleigh

City of Raleigh Municipal Government, Raleigh North Carolina

Job DescriptionThe City of Raleigh Information Technology Department is seeking a ServiceNow Application Manager to oversee the ServiceNow Administrators and expand our ServiceNow platform. The ServiceNow Manager has a hands-on role with ServiceNow administration and architecture as well as provides leadership to the ServiceNow team by setting goals, schedules, and deliverables. The ServiceNow Manager ensures the growth of our ServiceNow platform meets business needs as well as maintains existing deployed ServiceNow applications including, IT Service Management, IT Operations Management, IT Business Management, HR Service Management, Marketing Service Management, Knowledgebase, Service Portal, Orchestration, and custom applications.
This position requires experience with ServiceNow configuration and development, effective collaboration with technical and business staff, and strong leadership abilities. The ServiceNow Manager works closely with internal staff and implementation partners to ensure project deliverables are achieved and knowledge is transferred effectively to internal support. Proven communication skills, problem-solving skills, and knowledge of ServiceNow best practices are critical to successful performance in this role.
The Information Technology Department plays a major role in the City's recognition for innovation. The department has recently won awards such as a Next Century Cities Charles Benton Next Generation Engagement Award and our success with ServiceNow is recognized by case studies, award nominations, and Knowledge conference presentations.
Raleigh is recognized frequently for a variety of community attributes. Some of those accolades include:Second best place to live (Livability, 2019)Third best quality of life in the world (Numbeo, 2019)Best place tech industry staffers want to live (Geekwire, 2018)Best city to drive in (WalletHub, 2018)Second best place for business and careers (Forbes, 2018)Second most educated city (WalletHub, 2017)
The City employs over 4,100 staff to support its 450,000+ residents and is consistently ranked as one of the top locations in the nation to live, work and learn. The City of Raleigh offers completive benefits including a complimentary health insurance plan, a 457(b) supplemental retirement plan match, and the North Carolina Local Governmental Employees' Retirement System pension plan.
Hiring Range: $71,602.00 - $110,000.00 (Promotional Hiring Range may vary)Duties and ResponsibilitiesEssential Duties:Lead a team of two ServiceNow developers and administratorsServe as the Subject Matter Expert on ServiceNowLead the design, development, configuration, and maintenance of enterprise Service Management solutions using ServiceNow.Accountable for technical solutions proposed/implemented and all changes pushed to the production environment.Development effort includes (but not limited to) enhancements, customized portal web pages, portal consolidation, automated workflow solutions, advanced scripting of business rules, UI policies, client scripts, 3rd party software integrations, bi-directional API-based solutions, etc.Lead administration of ServiceNow instances (environment sync, upgrades, quarterly patches etc.)Assist in defining the service management strategy for the enterpriseMaintain production system reliability through utilization of Change Management processTranslate business requirements into technical requirements and solutionsGrow and retain talent within the ServiceNow teamManage ServiceNow projects in partnership with the Project Management OfficeCommunicate status, challenges, and progress with staff and upper managementProvide effective performance feedback through employee evaluations and rewards processes
Typical QualificationsEducation and Experience:Bachelor's degree in computer science or directly related field and two years of experience related to assignment. Three plus years of hands on ServiceNow experience and two plus years of supervisory/team leadership experience preferred. ORAn equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.
Preferred Skills Demonstrated effective supervision and leadership abilityExperience with ServiceNow administration, implementation and configurationExperience with JavaScript and/or ServiceNow scriptingDemonstrated success leading and completing complex projectsDemonstrated aptitude for learning new technologies quicklyEffective communication and collaborative work styleWorking knowledge of ServiceNow componentsStrong customer service and desire to solve complex problemsServiceNow certification is desired
Licensing/Certifications:ITIL certification is desired
Additional InformationADA and Other Requirements:Positions in this class typically require: fingering, grasping, talking, hearing, seeing and repetitive motions.Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work, and the worker sits most of the time, the job is rated for Light work.Working Conditions: Work is routinely performed in an indoor, office environment.Note:This job classification description is intended to be generic in nature. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities and Fair Labor Standards Act (FLSA) designation may vary based on the specific tasks assigned to the position.
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