ServiceNow Platform General Manager

This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/12268947

## Essential Job Functions

Reports to the Deputy Chief of IT Application Development and has direct
reports. The ServiceNow Platform General Manager will be required to
work in a team environment with other ServiceNow team members as well as
other IT staff and business users.

The ServiceNow Platform General Manager will oversee the daily
operations of the ServiceNow team, ensuring efficient resource
utilization and high-quality service delivery. This role includes
providing strong leadership, fostering a collaborative team culture, and
driving professional development. Engages with stakeholders to gather
feedback, prioritizes features, manages vendor relationships, and stays
informed about platform updates and best practices. Collaborates with
teams to gather and analyze requirements, ensuring they are translated
into actionable tasks, and assists in developing and reviewing process
documentation.

This position also coordinates with development teams to design, test,
and deploy platform enhancements, manage release schedules, and monitor
platform performance to implement optimizations. Oversees the creation
of reports and dashboards to provide insights into platform usage and
performance, and ensures comprehensive product documentation and
training materials are available. Assists in developing a platform
strategy and roadmap, maintain expertise in the ServiceNow platform, and
leverage industry knowledge to drive innovation and service quality.

Responsibilities include:

Operational Management: Oversee the day-to-day operations of the
ServiceNowteam, including service delivery, project management, and
resource allocation. Ensure efficient and effective utilization of
resources to meet client expectations and deliver projects.

Team Leadership: Provide strong leadership to the ServiceNow team,
including hiring, mentoring, and professional development. Foster a
collaborative and high-performing culture, promoting teamwork, knowledge
sharing, and innovation. Empower the team to achieve their full
potential and drive exceptional results.

Stakeholder Collaboration: Engage with key stakeholders, such as
business leaders, department heads, and end-users, to gather feedback,
understand business needs, and prioritize feature requests. Present
product updates, roadmap plans, and demos to stakeholders, ensuring
transparency and effective communication.

Vendor Management: Collaborate with ServiceNow vendors to manage
relationships and facilitate the implementation of products/projects.
Stay informed about platform updates, new features, and best practices
to ensure the organization stays current and takes advantage of emerging
capabilities.

Requirements Gathering and Analysis: Collaborate with stakeholders,
business users, and development teams to gather and analyze
requirements, ensuring a thorough understanding of user needs, pain
points, and desired outcomes. Translate requirements into actionable
tasks and user stories for the development team.

Requirements and Process Documentation Management: Assist in the
development and review of requirements and process documentation,
fostering clarity, consistency, and alignment with organizational
objectives and standards.

Product Development and Release Management: Work closely with
development teams, architects, and administrators to design, develop,
test, and deploy ServiceNow platform enhancements and solutions.
Coordinate release schedules, manage feature backlogs, and ensure timely
delivery of high-quality products.

Performance Monitoring and Optimization: Monitor the platforms
performance, identify areas for improvement, and proactively implement
optimizations, fixes, and upgrades to maintain high availability and
system responsiveness.

Reporting an Analytics: Oversee the development and maintenance of
meaningful reports, dashboards, and KPIs to provide insights into
platform usage, performance, and business impact, enabling informed
decision-making.

Product Documentation and Training: Oversee the creation of
comprehensive product documentation, user guides, and training
materials. Coordinate training sessions and workshops as needed to
support the introduction of new products, ensuring effective adoption
and empowering end-users to leverage the full potential of the
ServiceNow platform.

Platform Strategy and Roadmap: Assist in the development and execution
of a comprehensive platform strategy and roadmap aligned with the
organizations goals, emphasizing continuous improvement and innovation
to maximize the value delivered by the ServiceNow platform.

ServiceNow Expertise: Maintain a deep understanding of the ServiceNow
platform, its capabilities, modules, and best practices. Stay up to date
with industry trends, advancements, and emerging technologies in the
ServiceNow ecosystem. Leverage this knowledge to guide the development
of service offerings, drive innovation, and ensure the highest level of
service quality.

## Qualifications

Education (Required)

Requires a B