Manager, Servicenow

**Manager, ServiceNow**

**(**
**Job Number**:
**370-23**
**)**

Department: Innovation and Digital Experience
Campus: Barrie
Posting Date: October 10, 2023
Salary Range: $94,113-$117,641
Classification: Administrative
Status: Full-time

Reporting to the Executive Director, Innovation and Digital Experience, the Manager, ServiceNow is responsible for leading and managing the integration of services through ServiceNow and the development of business processes, policies and procedures that support the College’s north star vision of delivering an unrivaled experience for students, employees, and community partners.

The incumbent is customer focused and responsible for leading the investigating, analysing, planning, developing, implementing and continuously enhancing the College’s ServiceNow system including developing policies Specific duties include, but are not limited to:

- Responsible for overall day-to-day effective performance of ServiceNow, the staff, and the resources of the team, balancing the priorities of both the technical and business drivers and aligning work with the skills and capabilities of the staff. Provide oversight to scope of work, level of effort, timing estimates provided by staff/vendor, and ensure they are reasonable according to normal industry practice
- Responsible to provide an unrivaled user experience to all customers and agents for all ServiceNow products and modules in use at the college
- Researches, plans, develops and implements efficient service processes to ensure constituents are served promptly, efficiently and with the correct answer either in person or online, across all Georgian campuses and regardless of which department they contact. This includes the coordination and distribution of technical and informational content necessary to support student/employee service and communications to students/employees
- Owns the relationship with constituents, including Registrar, Dean of Students, Dean of International, Academic Deans, Human Resources, Corporate Services, and other Deans and Directors to identify, model, and document business process, and data requirements
- Represents the college with regards to the relationship with ServiceNow and the implementation consulting firm
- Oversees the ongoing operational use of ServiceNow in all aspects and processes. Provides leadership and strategic direction for the implementation and enhancement of ServiceNow and related processes, procedures, and policies.
- Estimates, prioritizes, plans, and coordinates ServiceNow enhancements, expansions and implementation of new products/modules (following appropriate approval and budget processes), by working with the respective business process functional teams, and the IT technical team
- Determines key performance indicators to measure success and provides regular reporting from ServiceNow, supporting business outcomes
- Develops and provides documentation and ongoing training for student’s and employee’s use of ServiceNow
- Develops, implements and monitors a strategic, comprehensive strategy to leverage the College’s ServiceNow investment to support the delivery on the unrivalled experience
- Analyses and develops strategies to address operational issues, identifies, procures, and implements required enhancements/modifications to improve service delivery, processes and system capability/functionality.
- Provides guidance and direction to the academic community on matters relating to business processes, policies, etc.
- Designs the ongoing ServiceNow governance model and structure
- Responsible for all aspects of staffing from overseeing the required staffing levels, recruitment, selection, performance management and evaluation, discipline, etc.
- Works to foster and develop a strong team environment with high levels of employee engagement that model the college’s ‘unrivaled experience’ vision
- Participates in and supervises the preparation and recommendation of detailed budgets with cost estimates. Establishes and maintains budgetary control for assigned portfolio.
- Leads and directs communication strategy and knowledge management processes
- Develops and implements a college-wide communication plan for ServiceNow
- Expands the user base for ServiceNow through onboarding of new departments/users and continuous engagement with existing users, clearly demonstrating use cases and benefits of ServiceNow

**QUALIFICATIONS**:

- Successfully completed a four-year postsecondary degree in Information Technology, Business Administration, Public Administration or a related field of study
- Designation in Process Improvement (Lean Management, 6 Sigma) or PMP (Project Management Professional) is considered and asset
- ServiceNow training and up-to-date certifications is considered an asset
- A minimum of five years’ experience in strategic operational planning with 3 years directly related experience of ServiceNow development and/or administration experience.
- Experience