Manager ServiceNow

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Summary:

The ServiceNow platform is designed to manage and automate IT service management (ITSM) processes. The ServiceNow Manager will oversees the implementation, maintenance, and optimization of the ServiceNow platform ensuring timely and effective delivery of IT services. The role includes planning, implementing, and optimizing IT systems and processes, supervising the ServiceNow team, and ensuring compliance with internal standards as well as leveraging Walmart Global benchmarks.

FUNCTIONS / RESPONSIBILITIES:

Strategy Execution

• Analyse the ServiceNow and ITSM application strategy to ensure alignment with organizational goals.
• Coordinate the execution of key aspects of the ITSM application strategy for stakeholder awareness.
• Compile input to the Service Delivery Strategy regarding tools and processes to ensure alignment with Walmart.
• Review the operation and performance of the strategy to make necessary changes.
• Adopt IoT, Automation, and RPA strategies aligned with the business vision for enterprise implementation.
• Interact within a T2O environment to prioritize initiatives and monitor progress.
• Champion tech-for-tech initiatives to integrate them into the development life cycle.
• Communicate strategy updates and changes to relevant stakeholders for transparency.
• Manage and maintain the platform lifecycle with the N-1 concept in mind
• Develop and align on how we can further leverage the Walmart ServiceNow environment and how we converge to a single platform in the future.

Service Now platform management

• Research best practice systems to support the ITSM strategy.
• Maintain quality service by enforcing organizational standards.
• Prepare reports by collecting and analysing information for informed decision-making.
• Implement technology, directing the work of analysts, developers, and support specialists.
• Evaluate user needs and system functionality to ensure the ServiceNow platform meet requirements.
• Improve ServiceNow capabilities to meet business and IT requirements.
• Suggest additional module implementations to support the automation strategy.
• Keep up to date with the latest technologies to maintain a competitive edge.
• Ensure the ServiceNow platform is running smoothly and efficiently, managing updates and upgrades.
• Manage the development pipeline for all changes and enhancements

Compliance and Standards

• Establish policies and procedures for tool changes and implementations to achieve operational objectives.
• Ensure compliance with internal organization standards to maintain service quality.
• Inspect systems and processes regularly to ensure adherence to standards.
• Rectify any issues identified during inspections to maintain compliance.
• Measure the effectiveness of compliance efforts to ensure continuous improvement.
• Report compliance status to senior management for oversight and accountability.
• Coordinate with other departments to ensure compliance across the organization.
• Adopt industry best practices to enhance compliance efforts.

Continuous Improvement

• For automated developments, establish baseline metrics to show measurable improvement over time.
• Maintain consistency in ITIL Management processes.
• Develop new technical procedures, documentation, and operational instructions.
• Improve existing technical procedures to enhance efficiency.
• Report on continuous improvement efforts to senior management.
• Contribute to the organization's knowledge base with updated information.
• Identify opportunities to improve business processes through the use of ServiceNow features and functionalities.
• Drive user adoption of the platform

Talent Development

• Convey a focus on building the talent level of the ServiceNow team through successful talent attraction.
• Support talent development and innovation within the direct as well as Walmart team.
• Foster an environment that encourages learning and growth.
• Coordinate succession planning to ensure long-term team stability.
• Provide opportunities for professional development to team members.
• Interact with team members to understand their development needs.
• Organise training sessions to enhance team skills.
• Measure the effectiveness of talent development initiatives to ensure continuous improvement.

Reporting and Documentation

• Compile reports on system performance and issues for management review.
• Document all system changes and updates for future reference.
• Record incidents and resolutions in the organization's knowledge base.
• Report system performance metrics to senior management.
• Maintain accurate records of system configurations and settings.
• Distribute relevant documentation to team members as needed.
• Prepare detailed reports on system performance for audits.
• Communicate documentation updates to relevant stakeholders.

Stakeholder Management

• Coordinate with stakeholders (internal and external) to understand their IT needs and requirements.
• Communicate regularly with stakeholders to keep them informed of progress.
• Gather feedback from stakeholders to improve platform services.
• Provide stakeholders with updates on system performance and issues.
• Issue regular updates to stakeholders on IT service delivery.
• Report stakeholder feedback to senior management for action.

Requirements:

Minimum Academic, Professional Qualifications and Experience required for this position

• Qualifications:
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Compliance courses
• ITIL V4 certification
• Operational support and process optimisation
• COBIT governance
• IT Service management and service desk operations
• Call centre management
• ServiceNow Tool development and configuration
• Experience:
• 5-7 years of relevant experience in IT Service Management, ServiceNow administration, or related areas.

Competencies and Skills

• Core Competencies:
• Proficiency in ServiceNow platform administration and development.
• Knowledge of IT Service Management (ITSM) and ITIL processes.
• Strategic thinking and alignment of ITSM tool strategy with business goals.
• Leadership and team mentoring abilities.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Effective project management and task prioritization.
• Adaptability to changing technologies and requirements.
• Continuous improvement and innovation mindset.
• Commitment to compliance with organizational standards and policies.
• Understanding of regulatory requirements for IT systems.
• Customer-focused service delivery.
• Ability to gather and respond to customer feedback.
• Collaboration and cross-functional teamwork

General Competencies:

• ServiceNow Administration
• IT Service Management (ITSM)
• Integration Skills
• Project Management
• Problem-Solving
• Technical Support
• Leadership and Team Management
• Communication
• Strategic Planning
• Compliance and Governance
• Customer Service
• Adaptability
• Analytical Thinking
• Vendor Management
• Continuous Improvement
• Collaboration

"Employment Equity Policy Requirements may be applicable"