Salary: $68,879.00 – $127,428.00 Annually
Location : Raleigh, NC
Job Type: Full-Time
Job Number: 2023-00842
Department: Enterprise Application and Data
Opening Date: 09/05/2023
Closing Date: 9/26/2023 11:59 PM Eastern
Work Hours: Monday – Friday 8:00am – 5:00pm
Hiring Range: $75,000.00 – $108,000.00
Job Description
Have experience working with the ServiceNow platform? Want to lead an innovative team that administers and expands ServiceNow across various areas at the City? The City of Raleigh’s Information Technology Department plays a major role in the City’s recognition for innovation, and this award-winning department is seeking a ServiceNow Manager for a hands-on, leadership role.
The ServiceNow Manager will ensure the growth of the ServiceNow platform by setting goals, schedules, and deliverables that meet business needs as well as maintaining existing active ServiceNow applications including IT Service Management, IT Operations Management, Strategic Portfolio Management, HR Service Delivery, Vulnerability Response, Marketing Service Management, Knowledge Base, Service Portal/Employee Center, and custom applications.
The right person for this position will have experience with ServiceNow configuration and development, be able to effectively collaborate with technical and business staff, as well as, have strong communication, leadership and problem-solving skills. The ServiceNow Manager will work closely with internal staff and implementation partners to ensure project deliverables are achieved and knowledge is transferred effectively to internal support.
The IT Department plays a major role in the City’s endeavors toward innovation and was recognized as one of the top Smart Cities to watch in 2022 (StateTech, April 2022) The department was also recognized as the Next Century Cities Charles Benton Next Generation Engagement Award for innovative programs that use high-speed broadband to improve civic engagement and democratic participation.
The City’s IT Department was also recognized for:
- In partnership with City Transportation, as IDC Government Insights’ Sixth Annual Smart Cities North America Awards recipient for the Raleigh Traffic goSmart Project in the Transportation Infrastructure category (2023)
- As Drexel LeBow Analytics 50 Award for Analytics Innovation (2019)
- IDC Smart Cities North America Award for Urban Planning and Land Use (2019)
IT also works with partners in academia and other local governments on forward-thinking initiatives to improve the quality of life, realize a digital future, and foster economic development in Raleigh.
The City employs more than 4,500 staff across 20 departments that support its nearly 490,000 residents and is consistently ranked as one of the top locations in the nation to live, work and play.
Some of the City accolades include:
- Raleigh is the 2nd Best State Capital for Safety and more- WalletHub, Feb. 2023
- Raleigh is #4 Best U.S. City for Work/Life Balance & Mental Health- CoworkingCafe Study, January
- Raleigh one of Top 15 Best-Run Cities in America – WalletHub, June 2022
- Raleigh among Top 3 Hottest Job Markets in America according to Wall Street Journal and Moody’s Analysis – Triangle Business Journal 2022
- Raleigh ranked #1 as Best City for Working Women – ApartmentList, March 2022
- In rankings of all State Capitals, in 2022 Raleigh ranked: #2 as Safest, #4 for Economic Well-being, #6 for Quality of Education and Health – WalletHub, January 2022
Duties and Responsibilities
- Serve as the Subject Matter Expert for ServiceNow, both as a technical and strategic resource
- Lead administration of ServiceNow instances (environment sync, upgrades, cloning, etc.)
- Lead the design, development, configuration, and maintenance of enterprise Service Management solutions using ServiceNow, both with internal efforts as well as with implementation partners (in conjunction with the department’s Project Management Office)
- Accountable for technical solutions proposed/implemented and all changes pushed to the production environment via the City’s Change Management process
- Monitor and manage the assignment group for ServiceNow demands, service requests, and incidents, balancing the needs of the City with the capacity of the team
- Translate business requirements into technical requirements and solutions
- Lead a team of two ServiceNow professionals
- Grow and retain talent within the ServiceNow team through a combination of training/professional opportunities and effective performance feedback
Typical Qualifications
Education and Experience
Bachelor’s degree in information technology or directly related field, five years of professional experience related to assignment and two years of supervisory experience.
OR
An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.
Preferred Qualifications:
- 3+ years of hands on ServiceNow experience
- 2+ years of supervisory/team leadership experience
- ServiceNow certification
- ITIL certification
Additional Information
Knowledge, Skills & Abilities:
- Demonstrated effective supervision and leadership ability
- Experience with ServiceNow administration, implementation and configuration
- Experience with JavaScript and/or ServiceNow scripting
- Demonstrated success leading and completing complex projects
- Demonstrated aptitude for learning new technologies quickly
- Effective communication and collaborativework style
- Working knowledge of ServiceNow components
- Strong customer service and desire to solve complex problems
When you join the City of Raleigh’s work family as a full-time employee, your benefits are an important part of your “total rewards”. Your benefits impact many aspects of your life including your health, your finances, and the protection of your family. The City provides a comprehensive benefits package as part of our total rewards program to support you through important events in your life, to enhance your life outside work, and to help you plan and prepare for the future.
To find out about the City’s benefits package, and other programs, please visit our Employee Benefits page: https://raleighnc.gov/services/jobs-and-volunteering/pay-and-benefits
The City employs temporary and seasonal employees who generally are scheduled to work on a short-term basis. However, if you are hired as a temporary or seasonal employee, or as an intern, you are not eligible for the City of Raleigh’s benefits.
01
Please select your highest level of education completed.
- Some high school
- High school diploma (or GED)
- Some college
- Associate’s degree
- Bachelor’s degree
- Master’s degree
- PhD or other professional degree
02
How much relevant or comparable work experience do you have in this field?
- None
- Less than 1 year
- 1 to less than 2 years
- 2 to less than 3 years
- 3 to less than 4 years
- 4 to less than 5 years
- 5 to less than 6 years
- 6 to less than 7 years
- 7 to less than 8 years
- 8 to less than 9 years
- 9 to less than 10 years
- 10 years or more
Required Question