Senior Manager ServiceNow Sprint

*** This role is based at one of our corporate offices in Memphis, TN, McLean, VA, Dallas, TX, or Remote***

This is your chance to be a part of an in-house Technology team that’s creating consumer-facing, cutting-edge technologies revolutionizing the hospitality industry around the world! As a Senior Manager Service Now Sprint, you will bring your technical skills to a hospitality company with an award-winning culture. On the Technology Directory and Collaboration Services team reporting to Director Identity & Access Management, you will support projects including Service Now upgrades, demand management, language enhancements, etc.

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:

• Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/night
• Hilton Shares:
  Our employee stock purchase program (ESPP) – you can purchase Hilton shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our benefits

At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate.

Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.

Your role is important and below are some of the fundamental job duties that make your work unique.

• Lead the end-to-end implementation planning, release management, test execution, communication, and change management processes, delivering Service Now solutions following software development life cycle methodology.
• Mature TD&CS demand model and project management capabilities within Service Now, including integrations with other development platforms (e.g., JIRA, Git Hub, etc.), integrating development pipelines, workflows, and data management across systems.
• Work with the platform architecture and development teams to ensure alignment to standards and roadmap trajectory.
• Plan, coordinate, and co-lead meetings and regularly communicate progress to Steering Committee, partners, and the program team. Identify and communicate project risks, issues, concerns, and possible resolutions.
• Interpret illustrations of workflow and AI capabilities to confirm future state functionality and evolution to enhanced processing. Develop corresponding delivery plans.

• Collaborate with partners to scope and prioritize opportunities, optimizing Service Now capabilities, enhancing integrations, and increasing automation.
• Collaborate with TD&CS partners (Service Now, M365, IAM, etc.) to scope, prioritize and analyze cross-platform opportunities between Service Now and the directory/collaboration tools (e.g., Service Now, SailPoint, Ping, Microsoft, etc.), optimizing overall capabilities, enhancing access request integrations, and enhancing provisioning automation.

• Develop, maintain, and drive enterprise-wide adoption of policies, standards, processes and controls related to Service Now solutions.
• Define, monitor, and report on important metrics and performance indicators; develop and execute remediation plans to identified gaps.

• Seven (7) years of professional work experience in Technology or related field
• Five (5) years of Service Now or other enterprise platform experience including configuration, testing, delivery and integration
• Five (5) years of experience working with both functional and technical decision-makers, experience documenting business processes within enterprise-level companies
• Travel up to 10%

• Bachelor’s Degree, or…