Manager, ServiceNow; CMBD, Asset Mgmt IT Ops

Overview

QTS Data Centers is seeking a Manager, Service Now (CMDB, Asset Management & IT Ops) to oversee key Service Now functions that support technology visibility, asset tracking, and IT operations. This role is responsible for ensuring Service Now data and processes related to configuration items, technology assets, and operational monitoring are accurate, reliable, and aligned with business needs. 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, strategy, and enterprise standards.

The ideal candidate is a strong people and process leader who can work cross-functionally, translate business requirements into platform outcomes, and ensure Service Now capabilities are delivering value across the organization.

• Manage and support Service Now capabilities related to CMDB, Asset Management, and IT Operations Management (ITOM).
• Ensure Service Now data is accurate, well-governed, and consistently maintained.
• Partner with IT, operations, security, and business teams to understand needs and improve Service Now processes.
• Establish standards and best practices for how technology assets and configurations are recorded and managed.
• Oversee day-to-day operations, enhancements, and continuous improvement of assigned Service Now modules.
• Lead, coach, and support team members and vendor partners.
• Communicate platform status, changes, and benefits clearly to stakeholders.
• Other duties as assigned

• 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

• 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, such as JavaScript, HTML, CSS, Angular
  
  JS and Jelly
• Exposure to or experience with Automated Testing Framework (ATF) for Service Now
• Familiarity with Nuvolo, especially evaluating impacts of Service Now upgrade releases
• Success in managing external, 3rd party vendors (time and budget)
• Microsoft and/or additional Service Now certifications are preferred
• Experience with Atlassian suite of tools
• MBA
• Agile/Scrum experience

• Relationships– Build valuable relationships with people, facts, and context. Deeply aligned relationships are the key to unlocking the power of people to overcome the challenges they face and achieve more than they could in isolation.
• Creativity– Apply integrated thinking. Creativity is necessary to produce unprecedented value. By combining awareness of new facts and deeper understanding of people’s purposes and concerns we are able to generate a surplus of ideas. And create the possibility of changing the world.
• Collaboration– Develop aggressive AND realistic plans. Working collaboratively is required to make the best decisions on how to allocate time, money and talent and thus enable our dreams to become reality.
• Accountability
  - Get the job done. We must be clear on who is going to do what by when. Accountability is the only way…