Join our Talent Network >

ServiceNow Services Manager

Job ID: 2012948
Location: RESTON, VA, United States
Date Posted: Sep 17, 2020
Category: Information Technology
Subcategory: Bus Proc Analyst
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes

Share: mail

Job Description

Description

SAIC has an opportunity for a ServiceNow Services Manager in support of the EPA EUS program. 

This position is responsible for working cross functionally with the EUS Project Managers, Lead Business Analysts, Process Owners, Service Owners, and EPA Stakeholders in order to manage, maintain, and sustain the EPA IT services on the ServiceNow platform.  The ITSM ServiceNow Services Manager leads a DevOps team that is responsible for maintaining and sustaining the ServiceNow platform and manages the agile battle rhythm of break/fix, enhancements, and/or major rollouts on the platform.

This is a remote position. 


Responsibilities

  • Manages a team of ServiceNow SMEs the maintenance and sustainment activities on the platform as well as engage in larger initiatives to be rolled out in ServiceNow.
  • Manages a small team of Remedy administrators that continue to support the legacy ITSM environment until it can be fully sun-setted and replaced with ServiceNow.
  • Assist in overall release planning, release governance, risk assessment, milestone management, release prioritization, status reporting, production readiness review and change implementation
  • Work with project managers, subject matter experts, Lead Business Analysts, and operational teams to meet the quality and timely release of new builds and updates

  • Evaluate continuously the efficiency of existing processes and procedures of change and release management and improve practices associated with continuous building and deploying

  • Support, improve, administer and research new/enhanced ServiceNow modules

  • Ensure deployment readiness from your DevOps team, and the Training, Test, and UAT teams.

  • Ensure appropriate communications and controls

  • Act as a liaison between technical and non-technical staff and communicate on-going activities to various stakeholders

  • Schedule and conduct daily and weekly scrum meetings with DevOps

  • Assist in the evaluation and assessments of roadmap initiatives

  • Manage platform audits and usage

  • Manage risk, monitor performance, and be responsive to issues that affect performance

Qualifications

Required Education & Experience

  • Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience ; PhD or JD and four (4) years or more experience.   May accept additional experience in lieu of degree.

   

Certifications

  • ITIL V3 2011 Foundation Certification Required
  • ITIL V3 2011 Intermediate (desired)
  • ServiceNow Certification (desired)
Clearance
  • Ability to obtain & maintain an EPA Public Trust security clearance.

 

Desired Qualifications, Skills, & Attributes

  • 5+ years of hands-on technical experience with the ServiceNow ITSM platform.
  • 5+ years of experience with IT Service Management
  • Solid understanding of the ITSM and industry best practices

  • Possess strong leadership, communication, interpersonal skills as well as outstanding organizational skill; Ability to collaborate with your peers

  • Able to work remotely with cross-functional, multi-location teams

  • Excellent analytical and problem-solving skills

  • Strong work ethic with a focus on quality, results and customer satisfaction.

  • Knowledge and experience in the Agile Software Development Lifecycle (SDLC)

  • Experience with or working as an Agile/Lean Scrum Master.

  • Demonstrated understanding of change, configuration management and release management processes based on ITIL framework.

  • Clear verbal and detailed documentation skills.

  • Ability to communicate technical issues at a level that is easily comprehensible to the audience.

  • Ability to work well under pressure and within defined processes.

  • Ability to make recommendations for changes and improvements to tools and processes.

  • Ability to execute very detailed analyses and record keeping with the highest quality level.

  • Ability to drive issues to closure and work well within a deadline-drive environment.

  • Experience defining process and procedures to manage rhythmic updates to the ServiceNow platform.



Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

Share: mail

Similar Jobs

Quality Assurance Manager

ARLINGTON, VA, United States
Information Technology

NASA Systems Administrator

WASHINGTON, DC, United States
Information Technology

SharePoint and Collaboration Tools Administrator

CHANTILLY, VA, United States
Information Technology

Systems Support Technician

WASHINGTON, DC, United States
Information Technology

System Administrator

WASHINGTON, DC, United States
Information Technology

Online Support Desk Manager

WASHINGTON, DC, United States
Information Technology

Unix/Linux Systems Engineer

WASHINGTON, DC, United States
Information Technology

Data Scientist Sr Principal

CHANTILLY, VA, United States
Information Technology

Deployment Manager

STERLING, VA, United States
Information Technology

Critical Incident and Problem Manager

WASHINGTON, DC, United States
Information Technology

Business Analyst

VIENNA, VA, United States
Information Technology

IT Service Catalog and Request Manager

WASHINGTON, DC, United States
Information Technology

Web Design Principal

SPRINGFIELD, VA, United States
Information Technology

Process Manager

WASHINGTON, DC, United States
Information Technology

Sr. Sys Administrator (TS/SCI Poly required)

CHANTILLY, VA, United States
Information Technology

Data Analyst (TS/SCI & Poly Required)

CHANTILLY, VA, United States
Information Technology

Senior Business Analyst

COLLEGE PARK, MD, United States
Information Technology

TSA On Call Data Collector

United States
Information Technology

Scientific Systems Engineer

SILVER SPRING, MD, United States
Information Technology

Veterans Affairs Provisioning Analyst

United States
Information Technology

Veterans Affairs Provisioning Analyst

SILVER SPRING, MD, United States
Information Technology

Sr. Software Engineer Developer

STERLING, VA, United States
Information Technology

Senior System Administrator

RESTON, VA, United States
Information Technology

Document Operations Deputy

WASHINGTON, DC, United States
Information Technology

Service Desk Analyst - All Shifts

WASHINGTON, DC, United States
Information Technology