Manager, Global Service Management Platform

3 days ago

City of Langley, Canada Renewable Energy Systems Full time
Do you want to work to make Power for Good?We're the world's largest independent renewable energy company. We're driven by a simple yet powerful vision: to create a future where everyone has access to affordable, zero carbon energy.We know that achieving our ambitions would be impossible without our people. Because we're tackling some of the world's toughest problems, we need the very best people to help us. They're our most important asset so that's why we continually invest in them.RES is a family with a diverse workforce, and we are dedicated to the personal professional growth of our people, no matter what stage of their career they're at. We can promise you rewarding work which makes a real impact, the chance to learn from inspiring colleagues from across a growing, global network and opportunities to grow personally and professionally.Our competitive package offers rewards and benefits including pension schemes, flexible working, and top-down emphasis on better work-life balance. We also offer private healthcare, discounted green travel, 25 days holiday with options to buy/sell days, enhanced family leave and four volunteering days per year so you can make a difference somewhere else.The positionThe successful candidate will be responsible for the day-to-day operation and continuous improvement of RES’s ServiceNow platform, which is used across the global organisation. They will lead an international team of ServiceNow administrators and developers, as well as manage business partners and stakeholders to deliver an optimal user-experience and business value. This role will require excellent communication and technical skills to streamline processes, troubleshoot system issues, and provide training and support to users.The successful candidate will provide technical expertise and perform and oversee development activities in the delivery of a range of high-impact technology projects across the RES value streams; development, construction, and services, and RES supporting functions such as Human Resources, Technical, Engineering and Finance.RES operates in a rapidly evolving sector that requires innovation and agility to adapt. The successful candidate will play a key role by delivering innovative solutions to business challenges, as well as working with stakeholders to facilitate results across functions and markets. Organisational ContextReporting into the Group IT function, the successful candidate will lead an international team of ServiceNow administrators and developers. They will work closely with colleagues and stakeholders across multiple geographies, taking on a lead technical role within projects to deliver RES’s business objectives.Key Accountabilities
  • Support and guide the continued development of RES’s ServiceNow platform, providing technical insight and due diligence throughout the development cycles.
  • Oversee the day-to-day operation of the platform. Monitor the system health and develop new metrics to optimise system reliability and ensure data integrity. Maintain SLA’s & monitor SLA workflows.
  • Perform technical administrative tasks on the platform, including system configuration, user access management, integration configuration & management with other systems, workflow administration, report setup, data imports, LDAP integration, custom scripting, building service catalogue forms & workflows.
  • Demonstrate leadership – manage a team developers and administrators. Foster an inclusive workspace & build trust. Develop employees by challenging them to stretch their knowledge and capabilities. Provide technical expertise to guide & support the platform administrators and developers.
  • Create and manage the platform's roadmap and governance framework. Collect requirements and rank improvement suggestions from business stakeholders. Show suggestions to the platform steering committee and help them make decisions. Anticipate future business needs and ensure solutions are in place to meet the organisation's requirements.
  • Maximise RES’s return on investment in the platform. Help other business units adopt ServiceNow for their service operations and show them how to use the platform best. Work with the Vendor to ensure the platform operates optimally.
  • Ensure data integrity & security across the platform. Ensure relevant controls are in place to manage data privacy in alignment with local laws and legislation (e.g. GDPR, CCPA).
  • Lead development projects – collaborate with project sponsors and business units to gather requirements, develop business cases, plan the project delivery (e.g. agree timescales & milestones), define acceptance criteria and tasks for the development team, and be accountable for the successful delivery of the project.
Knowledge you will need
  • In-depthknowledge ofthe ServiceNow platformand it’s capabilities
  • Familiarwithcommon businessprocesses andoperating models that areusedbycore business functions (e.g. HR, Finance, Legal, IT, etc.).
  • Knowledge and experience using the Azure platform (incl. Azure Active Directory)
  • Knowledgeable of the ITIL framework andbest practicesand IT Service Management processes.
  • Able towritecodeorscripting(e.g.JavaScript).
  • Knowledgeable ofcommon integrationmethods &technologies(e.g. RESTful API’s, SOAP, Integration Hub).
  • Good understanding of common project delivery and software development frameworks(e.g.PMP, PRINCE2,DevOps, scrum, agile, waterfall), withhands-onexperience working within some of these.
Skills you will have
  • Time management skillsand the ability to balance priorities.
  • Excellent verbal and written communication skills, including English Language skills at minimum CEFR C1 (C2 preferred)Risk & Issue Management.
  • Ability to communicate complex issues to non-specialists.
  • Analytical,with attention to detail.
  • Strong problem-solving skills, with the ability to troubleshoot system issues and implement solutions.
  • Team player and adaptable in work tasks.
  • Able to come up with creative solutions using existing or new ideas in an innovative way.
  • Training and supporting end users and super users.
  • Leadership, coaching and/or mentoringskills.
  • Demonstrated ability to take the initiative and operate proactively.
Experience you have
  • More than3 years’hands-onexperienceadministering and managing ServiceNow.
  • Demonstrated experience in directly working with and supporting Human Resources, Information Technology, or a closely related field.
  • Experience with system integrations, API management, and data migration isdesirable.
  • Team leader, SME, or similar role within an IT service operations team(direct line management experience desired)
  • Demonstrated ability to operate successfully to tight timescales.
  • Experience in anIT projectdeliveryenvironment and can provide insight how to improve processes.
  • Experience of supporting complex systems (desired)
  • Projects based businesses
Qualifications you hold
  • Relevant ServiceNow certifications(incl. CSA)
  • ITIL v3 or v4 Foundation Certificate in IT Service Management
  • Relevant degree ordemonstrable on-the-job learning in lieu of this.
At RES we celebrate difference as we know it makes our company a great place to work. Encouraging applicants with different backgrounds, ideas and points of view, we create teams who work together to solve complex problems and design practical solutions for our clients. Our multiple perspectives come from many sources including the diverse ethnicity, culture, gender, nationality, age, sex, sexual orientation, gender identity and expression, disability, marital status, parental status, education, social background and life experience of our people.#LI-TS1#HYBRID #J-18808-Ljbffr

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