ServiceNow Manager

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com

• This is a hybrid remote/in-office role and reporting to Director Enterprise Management.
• This is a Managerial role

• This lead will provide technical guidance to the internal SNOW team and managing 3rd party vendors and operational support.
• You will create technical specifications, technical solutions, and development efforts for internal projects.
• Engage with decision makers to lay out project roadmaps and ensure delivery aligns with the organizational objectives.
• You will Provide guidance, training and mentorship to team members and stakeholders on ServiceNow operations, upgrades, and development.
• You will lead a team of ServiceNow developers working on improvements and projects. Oversee day-to-day operational management of team. Work with stakeholders and users on understanding demands and needs.
• Create ServiceNow roadmap along with process owners and leadership. Work closely with Process owners to understand scope of requirements. Provide a level of effort for projects and maintenance tasks.
• Refine technical estimates based on approved functional and technical specifications.
• Effectively communicate with management and stakeholders on project timelines, risk mitigation and status.
• Coordinate maintenance and project releases.
• Lead on-shore and off-shore teams to complete agile-based deliverables as assigned by engagement leadership during project execution
• Collaborate with 3rd party delivery teams regarding maintenance and projects
• Lead workshops to present leading practices for ITSM, CSM, or PPM while understanding their complex needs and translating them into functional and technical requirements
• Introduce technical best practices and provide technical mentoring to developers and stakeholders.
• Conduct code reviews and design reviews, validate technical approaches of team members and 3rd party vendors.
• Ability to provide technical development plans and project estimations. Update training materials and technical documentation.

Required Experience:

• 5 to 8 years of recent experience managing and maintaining large, enterprise systems in complex, matrixed organizations, with at least three years of experience directly managing the ServiceNow platform with focus on ITSM, CSM and PPM
• Implementation experience on multiple ITSM, CSM, PPM modules such as incident management, problem management, Change Management, Asset Management, CMDB, Project Mgmt, and Case Mgmt. and Service Catalog Requests.
• Experience managing the team's, troubleshooting production and test issues, review root cause analysis, recommend corrective action and lead the resolution efforts.
• Experience leading various size teams in the delivery of agile-based projects or portions of projects to meet defined requirements

Qualifications

• Btech or MCA with 10+ years of experience in ServiceNow implementation and management. Experience in creating technical designs before development
• Complete at least two full implementations of ServiceNow and hold current certifications in ServiceNow system Administration (CSA), Certified Application Developer (CAD) and Certified implementation specialist (CIS)

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Global Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site and Glassdoor to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Benefits

Experian care for employee's work life balance, health, safety and wellbeing. To support this endeavor, we offer best-in-class family well-being benefits, enhanced medical benefits and paid time off.

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