ServiceNow Platform Operations Manager

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Job Description

ACCOUNTABILITIES

Key Responsibilities

• Act as escalation point for incidents and problems, and represent the ServiceNow platform in the Major Incident Process
• Supports problem management and CAPA for complex scenarios.
• Provide transparency about operational performance (metrics, trends, findings) and drive service reviews with stakeholders
• Ensure the Platform Capacity is proactively managed and aligned with the Platform Roadmap
• Ensure transparency on license consumption and ensure only licenses products are deployed and used
• Overseeing instance landscape and ensure instance alignment and integrity across the stack
• Take responsibility for the technology life cycle activities within the ServiceNow platform, for example patching, and vulnerability response.
• Own the Operational Handbook for the ServiceNow platform and dependent products.
• Managing internal and external suppliers’ performance to ensure services are delivered to the agreed SLA.
• Take responsibility for the Continous Service Improvement within the ServiceNow platform
• Ensure that an up-to-date configuration is maintained, manage configuration changes and/or ensure that configuration items are identified, accounted, reported, verified and audited.
• Ensure proper user and access management, adherence to documented operational procedures and quality standards, and that appropriate operational service documentation is created and accepted by stakeholders.
• Ensure ongoing monitoring of the Platform Health
• Own and manage the platform foundation data, ensure it’s quality and integrity, prevent issues having foundation data as root cause
• Collaborate with ServiceNow vendor to manage instance changes, including patches, maintenance activities, case escalations, and security notifications.
• Own and oversee audit requirements, ensuring compliance with internal and external audit obligations.
• Act as a team leader for the ServiceNow technical support team taking over day-to-day managerial responsibilities including performance management

DIMENSIONS AND ASPECTS

Technical/Functional (Line) Expertise(Breadth and depth of knowledge, application and complexity of technical knowledge)

• ServiceNow Certified Administrator (Required)
• Experience with UI Actions, UI Policies, Glide records, Script Includes, Business Rules, & ACLs within the ServiceNow framework (preferred)
• Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including SSO, SAML, SSL, Web Services, REST, LDAP, JDBC, ODBC. (required)
• Hands-on administration and troubleshooting experience with the ServiceNow platform
• ServiceNow Developer Certification desired

Leadership(Vision, strategy and business alignment, people management, communication, influencing others, managing change)

• Ability to priorize in a complex environment
• Direct strategic vendors and internal service providers ensuring the alignment of ServiceNow operational requirements
• Maintain relationships with the compliance, quality and information security teams ensuring beyond compliance quality and security of the platform
• Maintain relationships with the business and IT stakeholders to ensure ServiceNow platform operations support ongoing and future service needs
• Foster a diverse workplace that enables all participants to contribute to their full potential in pur-suit of organizational objectives.
• Ability to manage a small team of experts and analysts.

Decision-making and Autonomy(The capacity and authority to make organizational decisions, autonomy in decision-making, complexity of decisions, impact of decisions, problem-soliving)

• Works independently with minimal direct supervision.
• Leverage independent Judgment to determine optimal methods of task completion and work prioritization.
• Adherence to Takeda Policies, Processes and Standards
• Authority to delegate Tasks and Responsibilities to other (external) team-members

Interaction(The span and nature of one’s engagement with others when performing one’s job, internal and external relationships)

• External Partners providing Services to Takeda.
• BOTT team
• ServiceNow Platform Architect
• ServiceNow Product Teams including business analysts and architects
• Service Integration Team
• Service Governance Team
• Quality and Compliance Teams
• Information Security Teams
• Other teams and stakeholders using ServiceNow products at Takeda (HR, Takeda Business Solutions, Research and Development, etc)

Innovation(The required level of scientific knowledge, knowledge sharing, innovation and risk taking)

• Willing to take risks while championing new ideas in the interest of improving the end user experience.
• Abilty to discover and drive industry best practices in the area of the ServiceNow Platform operations.

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:

• Bachelor's degree in Computer Science or related field or equivalent experience.
• 8+ years of relevant technical experience including 5+ years of the ServiceNow platform experience in a senior technical role
• Strong emphasis on Customer service and providing best-in-class end-user support.
• Sense of urgency and excellent prioritization skills and ability to work under time pressure
• Ability to solve complex technical and business problems.
• Ability to coordinate projects and interact management.
• Ability to work effectively in a team environment.
• Self-starter; ability to work independently with minimal supervision.
• Knowledge of ServiceNow platform.
• Excellent verbal and written communication skills.
• Excellent judgment and customer interaction skills.
• Technical certifications and experience in the healthcare field and qualified/validated systems are a plus.

Preferred technologies:

• ServiceNow Platform, JavaScript, Angular, Seismic, MySQL/MariaDB, SAML, SSL, Web Services, REST, JDBC

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