ServiceNow (SNOW) Program Manager

Description

ServiceNow Program Manager

About Alvarez & Marsal

Alvarez & Marsal (A&M) is a global consulting firm with over 10,000 entrepreneurial, action and results-oriented professionals in over 40 countries. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are why our people love working at A&M.

The Team

We’re seeking a ServiceNow Program Manager. This role reports to the Senior Director of Application Development in the Alvarez and Marsal Information Technology department.

The ServiceNow Program Manager role provides on-going and strategic development tasks for Alvarez and Marsal ServiceNow instance. The candidate will be providing technical leadership on the technical design of the ServiceNow platform as well as responsible for continuous automation of key A&M processes. The individual will play a key role in maturing A&M’s ServiceNow platform.

This individual will be the technical design lead for ServiceNow code and architecture, and work with IT managers and key Business Units to build solutions and processes, supporting maintenance, continual service improvement, and new capabilities on the ServiceNow platform. This role will also lead the operation management of task and small enhancements. This lead role will also provide technical guidance to internal SNOW developers as well as managing 3rd party operational support. 

The individual will collaborate and manage A&M’s 3rd party vendor in creating and updating road maps. Tasks also including attending status meetings and ensure 3rd party, and the A&M SNOW team are staying on top of incident and BAU tasks. He/she will evaluate, ensuring the A&M SNOW team and the 3rd party's ability to complete projects. The position involves creating technical specifications, technical solutions, and development efforts for small to midsize projects. For project-oriented development, the developer must work as part of a larger team to understand and implement specifications, communicate technical issues, and actively participate in functional, technical, and code reviews.

How you will contribute

Management

• Lead a team of SNOW developers working on improvements and projects related to SNOW.
• Liaison with 3rd party SNOW support teams in ticket resolution and project development tasks; including reviewing/verifying technical architecture and solution.
• Continue to find opportunity to increase the collaboration between the A&M SNOW team and our 3rd party vendor.
• Oversee day-to-day operational management of the SNOW team.
• Work closely with our SNOW stakeholders and users on understanding demand and needs.
• Create SNOW roadmap along with our 3rd party leadership team.

Project Planning

• Collaborate with 3rd party delivery teams regarding maintenance and projects
• Adhere, lead, and enforce the SDLC process for all maintenance releases and
• projects.
• Work closely with the PMO team to understand scope and requirements. Provide level-of-effort estimates for projects and maintenance tasks across functional teams.
• Refine technical estimates based on approved functional and technical specifications.
• Effectively communicate with management and stakeholders on project timeline, risk mitigation and status.
• Coordinate maintenance and project releases.

Software Development

• Successfully plan, execute, monitor, control, and close all technical tasks related to configuration and implementation of all aspects of the ServiceNow platform.
• Create the technical design, ServiceNow code and architecture, responsible for overall ServiceNow code quality
• 3rd party Integrations and automation with ServiceNow using LDAP, Single Sign-on, Mid server, Web-services, ServiceNow Apps, and Email.
• Strong Implementation experience on various ITSM modules such as Incident Management, Problem Management, Change Management, Asset Management, CMDB and Service Catalog Requests.
• Expert experience working with CMDB data models and populating CMDB using the ServiceNow Discovery tool and other 3rd party tools like SCCM, NAC, etc.
• Experience managing the team's troubleshooting production and test issues; review root cause analysis, recommend corrective action, and lead the resolution efforts.
• Provide technical leadership to the project/consulting team. Strong knowledge of SDLC.
• Introduce technical best practices best practiced and provide technical mentoring to developers, 3rd party team and help desk.
• Conduct code reviews and design reviews; validate technical approaches of other team member and 3rd party vendor.

Documentation

• Ability to provide technical development plan and project estimations.
• Update training material and technical documentation

Quality Assurance

• Able to create QA/testing strategy including test scripts and perform QA testing
• Work with UAT teams to ensure that work products meet desired objectives
• Review and provide test case feedback

Additional responsibilities

• Provide production support (on-call)
• Follow escalation procedures when required

Qualifications

• Candidate must be able to develop efficient, maintainable code under the standards set forth by the technology team.
• Possess proficiency in technical and process problem solving, as well as root analysis
• Demonstrated experience of managing timely, effective development tasks, through collaboration with technical lead and project liaison, and effectively communicating development status as requested and required.
• Candidate must have demonstrated ability to create technical design and fully understand software development lifecycle (SDLC).
• Candidate must be able to collaborate on implementation solutions across functional teams.
• Demonstrated ability to manage and prioritize SNOW initiatives.
• Ability to communicate technical solutions to non-technical audience.
• Develop and effectively communicate project status/solution using such tools as project plans and Visio diagrams.
• Candidate must have demonstrated experience in providing excellent customer service, including (but not limited to):
• Successful management of client relationships
• Proficiency in written and verbal communications

• BA/BS degree in Computer Science, Information Systems, or related field
• 8+ years’ work experience in SNOW implementation
• Experience in creating technical design prior to development

Additional Qualifications

• Must be customer service-oriented and can work independently.
• Effective communication skills to be successful with all levels of personnel, both in verbal and written modes.
• Diligence in all documentation and written communication.
• Organization skills to multi-task and to schedule work effectively.
• Must be able to work flexible hours as needed.

Inclusive Diversity

A&M’s entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M’s core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity, and we foster inclusiveness, encouraging everyone to bring their whole self to work each day. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way.

Equal Opportunity Employer

It is Alvarez & Marsal’s practice to provide and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination because of race, color, creed, religion, national origin, ancestry, citizenship status, sex or gender, gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, family medical history, genetic information or other protected medical condition, political affiliation, or any other characteristic protected by and in accordance with applicable laws. Employees and Applicants can find A&M policy statements and additional information by region here.

Unsolicited Resumes from Third-Party Recruiters

Please note that as per A&M policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that A&M will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.