Vacancy expired!
- Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes.
- Influences customers, suppliers and partners at account level. May have some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives.
- Work includes a broad range of complex technical or professional activities, in a variety of contexts. Investigates, defines and resolves complex issues
- Selects appropriately from applicable standards, methods, tools and applications. Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets. Rapidly absorbs new information and applies it effectively. Maintains an awareness of developing technologies and their application and takes some responsibility for driving own development.
- Conduct quarterly progress updates for all direct reports
- Meet with direct report employees on a regular basis to ensure their work-related goals are being discussed and/or met.
- Raise, manage, and track issues and conflicts; remove barriers; resolve issues involving stakeholders and escalate to appropriate level when required.
- Coordinate training and orientation for new team members and help them become familiar with equipment and networks
- Oversee platform operations and Level 2 support processes while looking for opportunities for improvement.
- Identify defects and work with product team on resolution while enabling work around solutions that meet customers needs.
- Assist in development and design of alerts and monitoring capabilities to ensure application disruptions are quickly identified.
- Communicate application disruptions to end user communities and key stakeholders
- Provide input for operational reporting to key stakeholders.
- Anticipate and track operational and tactical risks, providing strategic solutions when necessary.
- Manage operations processes by ensuring department consistency and adherence to established policies and procedures, quality service standards and challenge any initiatives that are not stakeholder focused by proposing solutions that meet their needs.
- Develop/document departmental policies, procedures, and best practices.
- Bachelors degree in Information Technology or related field or equivalent combination of industry related professional experience and education
- 3+ years of employee management
- 3-5 years of ServiceNow experience at either a support or operations management level.
- Working experience with 3rd party software implementations and 3rd party integration.
- Working experience with specific platforms capabilities and limitations and can clearly communicate those to customers
- Working experience with leading teams through cross-functional projects
- Masters Degree
- Working knowledge of Lean Management principles
- Working knowledge of Agile Development principles.
Vacancy expired!