ServiceNow Engagement Manager

JOB ACCOUNTABILITIES

Responsibilities

1. ServiceNow is the IT Service Management application that we use to deliver the contract deliverables.
2. The ISE ServiceNow Engagement Manager will cover all management, requests, incidents, enhancements and updates of the ServiceNow toolset, including coordination with the UK product toolset team.
3. This position involves collaboration with ISE's Infrastructure, Networks, Architect, Security and Developer teams to ensure enhancements, requests and incidents are taken forward and managed against the agreed priorities, under the direction of the ISE Service Delivery Manager.
4. Manage the enhancements, requests and incidents against the agreed priorities within KSA.
5. Ensure changes are raised to the ServiceNow product team in the UK.
6. Ensure ServiceNow Data accuracy.
7. Act as the single point of contact in KSA for the ServiceNow product team.
8. Oversee the regular updates to ServiceNow and complete UAT.
9. Develop and implement updated policies and procedures where appropriate.
10. Train and develop ISE colleagues.
11. Provide input to Service Management Roadmap and strategy.

Job Requirements:

1. ITIL Foundation (Mandatory)
2. ITIL Intermediate/Expert (Desirable)
3. ServiceNow Knowledge (Mandatory)
4. Agile qualifications (ScrumMaster) (Desirable)
5. Degree in a relevant field (Mandatory)
6. Develop good working relationships with ISE's Infrastructure, Networks, Architect, Security, EUC, Telecoms and Applications products.
7. Coordinate agreed enhancements, requests and incidents against the agreed priorities.
8. Ensure changes are raised to the ServiceNow product team in the UK.
9. Act as the single point of contact in KSA for the ServiceNow product team.
10. Oversee the regular updates to ServiceNow and complete UAT.
11. Develop and implement updated policies and procedures where appropriate.
12. Train and develop ISE colleagues.
13. Work to SFIA Level 5 autonomy, influence, complexity, knowledge and business skills.
14. Understand the management of ServiceNow, including strategy and design of ITSM Modules.
15. Strong leadership and ability to get the best performance out of the team.
16. Manage the day-to-day relationship with internal stakeholders, Product leads and service leads.
17. Excellent coaching and mentoring skills.
18. Passion for doing things differently by challenging the norm and inspiring others to do the same through facilitating a culture of trust, openness and honesty.
19. Ensure that relevant strategies, policies, standards and practices for ServiceNow are applied.
20. Work closely with the Product Owners, Service Management and users/customers throughout all stages of work.
21. Continually seek opportunities for improvements, facilitating a good practice approach in own area of responsibility within the function.

Company Industry: IT - Software Services

Department / Functional Area: Projects

Keywords: ServiceNow Engagement Manager