Manager – Servicenow
| Company | Bristol Myers Squibb |
|---|---|
| Location | Princeton, NJ, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Degree in Computer Science, Information Systems, related field, or equivalent work experience
- 2-3+ years of experience in ServiceNow development and implementation
- ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) certification is a plus
- Experience with some of the following ServiceNow modules: IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Service Portal
- Experience with the development and maintenance of ServiceNow Integrations using various protocols such as REST, SOAP, LDAP, JDBC
- Experience with ServiceNow Event Management configuration and administration
- Experience with Agile development methodologies
- Excellent problem-solving and analytical skills
- Strong communication and teamwork skills
- Experience with ServiceNow integrations
- Experience with ServiceNow reporting and analytics
- Experience with ServiceNow scripting languages
Responsibilities
- Design, develop, test, and maintain ServiceNow Integrations following industry best practices
- Implement and communicate best practice principles for Integration implementations ensuring they are well documented and followed by developers, administrators, and 3rd party vendors
- Work closely with cross-functional teams to deliver Integration solutions
- Lead the troubleshooting and resolution of issues/incidents with Integrations
- Accountable for ServiceNow Integration support and lifecycle management for new and existing ServiceNow Integrations
- Possess a deep understanding of ServiceNow reporting and analytics modules
- Utilize advanced features such as Performance Analytics, Report Designer, and Dashboard Builder
- Troubleshoot and resolve technical issues related to reporting and analytics
- Help end users design and build dashboards and reports that provide meaningful insights
- Provide training and support to end users on how to use ServiceNow reporting and analytics tools
- Work with business stakeholders to understand their needs and develop solutions that meet those needs
- Define and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) within ServiceNow
- Ensure SLAs are aligned with business objectives and customer expectations
- Monitor and report on SLA performance, identifying areas for improvement and taking corrective actions as needed
- Manage ServiceNow Event Management configuration and administration
- Troubleshoot and resolve ServiceNow issues
- Working with a user experience mindset to develop and deploy solutions for customers
- Develop, test & deploy ServiceNow solutions in accordance with the Agile methodology
- Sharing knowledge and best practices with other team members through code reviews, pair programming, and training sessions
Preferred Qualifications
- ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) certification is a plus