Manager, ServiceNow; Customer

Position: Manager, ServiceNow (Customer & Employee Experience)
Manager, Service Now (Customer & Employee Experience) page is loaded## Manager, Service Now (Customer & Employee Experience) locations:
Suwanee, GAposted on:
Posted Todayjob requisition :
RManager, Service Now As  the Manager, Service Now (Customer & Employee Experience) at QTS, you will lead the delivery, adoption, and continuous improvement of Service Now capabilities that support IT service management and employee experiences. This role is responsible for ensuring all modules of the platform supporting our internal employees, including Employee Center enable efficient operations, consistent service delivery, and a high-quality experience for QTS employees.

You will provide leadership for a team supporting these modules, partner closely with leadership, business and IT stakeholders, and ensure platform capabilities align with QTS business objectives, service management strategy, and enterprise standards.

Key Responsibilities
· Provide leadership and oversight for Service Now ITSM and Employee Center capabilities across QTS.
· Own the end-to-end lifecycle of platform and Employee Center initiatives, from intake and planning through delivery, adoption, and ongoing support.
· Lead, mentor, and develop a team of Service Now administrators, analysts, and delivery resources focused on customer and employee experience outcomes.
· Partner with IT leadership, service owners, and business stakeholders to understand requirements, define priorities, and ensure alignment with QTS operational and service management goals.
· Establish, maintain, and continuously improve standards, governance, and operating practices related to ITSM and Employee Center.
· Ensure ITSM and Employee Center solutions are reliable, scalable, secure, and aligned with organizational and regulatory requirements.
· Oversee the operational health of ITSM processes, including incident, request, problem, and change support, ensuring service performance meets established SLAs.
· Guide enhancements, releases, and integrations related to ITSM and Employee Center while ensuring minimal disruption to business operations.
· Ensure effective documentation, training materials, and user guidance are in place to support consistent use and adoption of ITSM and Employee Center.
· Serve as a key point of contact between business users, IT teams, vendors, and partners to gather feedback and continuously improve the employee service experience.
· Manage resources, budgets, timelines, and delivery reporting for ITSM and Employee Center initiatives.
· Define and report on meaningful KPIs related to service performance, platform adoption, and team effectiveness.
· Stay informed on Service Now ITSM and Employee Center capabilities and industry best practices to identify opportunities for improvement and optimization.
· Other duties, as assigned
** BASIC QUALIFICATIONS
*** US Citizenship required
* Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field, or equivalent combination of education and experience.
* 5+ years of progressive experience in Service Now development, configuration and administration, including custom applications, workflows, integrations and reporting
* At least 3 years of experience in managing and leading Service Now teams and projects
* Certification as Service Now Administrator, Application Developer or Implementation Specialist
* Strong knowledge of Service Now platform, modules and features, such as ITSM, ITOM, ITBM, HR, CSM and GRC
* Experience in integrating Service Now with other systems and applications, such as Active Directory, LDAP, SSO, SAML, and OAuth
* Excellent communication, presentation and interpretation skills, with the keen ability to translate technical concepts to non-technical audiences
* Strong analytical, problem-solving and decision-making skills
* Ability to manage multiple priorities and deadlines
* Detail-oriented, organized and quality-focused, with a customer-centric mindset
** PREFERRED QUALIFICATIONS
*** Experience in using Service Now tools and API’s, such as Service Portal, Service Catalog, Discovery, Orchestration, REST and SOAP
* Proficient in Service Now scripting languages,…