Manager, ServiceNow

As the Manager, ServiceNow (Customer & Employee Experience) at QTS, you will lead the delivery, adoption, and continuous improvement of ServiceNow capabilities that support IT service management and employee experiences. This role is responsible for ensuring all modules of the platform supporting our internal employees, including Employee Center enable efficient operations, consistent service delivery, and a high-quality experience for QTS employees.

You will provide leadership for a team supporting these modules, partner closely with leadership, business and IT stakeholders, and ensure platform capabilities align with QTS business objectives, service management strategy, and enterprise standards.

Key Responsibilities

· Provide leadership and oversight for ServiceNow ITSM and Employee Center capabilities across QTS.

· Own the end-to-end lifecycle of platform and Employee Center initiatives, from intake and planning through delivery, adoption, and ongoing support.

· Lead, mentor, and develop a team of ServiceNow administrators, analysts, and delivery resources focused on customer and employee experience outcomes.

· Partner with IT leadership, service owners, and business stakeholders to understand requirements, define priorities, and ensure alignment with QTS operational and service management goals.

· Establish, maintain, and continuously improve standards, governance, and operating practices related to ITSM and Employee Center.

· Ensure ITSM and Employee Center solutions are reliable, scalable, secure, and aligned with organizational and regulatory requirements.

· Oversee the operational health of ITSM processes, including incident, request, problem, and change support, ensuring service performance meets established SLAs.

· Guide enhancements, releases, and integrations related to ITSM and Employee Center while ensuring minimal disruption to business operations.

· Ensure effective documentation, training materials, and user guidance are in place to support consistent use and adoption of ITSM and Employee Center.

· Serve as a key point of contact between business users, IT teams, vendors, and partners to gather feedback and continuously improve the employee service experience.

· Manage resources, budgets, timelines, and delivery reporting for ITSM and Employee Center initiatives.

· Define and report on meaningful KPIs related to service performance, platform adoption, and team effectiveness.

· Stay informed on ServiceNow ITSM and Employee Center capabilities and industry best practices to identify opportunities for improvement and optimization.

· Other duties, as assigned

BASIC QUALIFICATIONS

• US Citizenship required
• Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field, or equivalent combination of education and experience.
• 5+ years of progressive experience in ServiceNow development, configuration and administration, including custom applications, workflows, integrations and reporting
• At least 3 years of experience in managing and leading ServiceNow teams and projects
• Certification as ServiceNow Administrator, Application Developer or Implementation Specialist
• Strong knowledge of ServiceNow platform, modules and features, such as ITSM, ITOM, ITBM, HR, CSM and GRC
• Experience in integrating ServiceNow with other systems and applications, such as Active Directory, LDAP, SSO, SAML, and OAuth
• Excellent communication, presentation and interpretation skills, with the keen ability to translate technical concepts to non-technical audiences
• Strong analytical, problem-solving and decision-making skills
• Ability to manage multiple priorities and deadlines
• Detail-oriented, organized and quality-focused, with a customer-centric mindset

PREFERRED QUALIFICATIONS

• Experience in using ServiceNow tools and API’s, such as Service Portal, Service Catalog, Discovery, Orchestration, REST and SOAP
• Proficient in ServiceNow scripting languages, such as JavaScript, HTML, CSS, AngularJS and Jelly
• Exposure to or experience with Automated Testing Framework (ATF) for ServiceNow
• Familiarity with Nuvolo, especially evaluating impacts of ServiceNow upgrade releases
• Success in managing external, 3rd party vendors (time and budget)
• Microsoft and/or additional ServiceNow certifications are preferred
• Experience with Atlassian suite of tools
• MBA
• Agile/Scrum experience

KNOWLEDGE, SKILLS, AND ABILITIES

• Relationships– Build valuable relationships with people, facts, and context.   Deeply aligned relationships are the key to unlocking the power of people to overcome the challenges they face and achieve more than they could in isolation.
• Creativity– Apply integrated thinking.  Creativity is necessary to produce unprecedented value.  By combining awareness of new facts and deeper understanding of people’s purposes and concerns we are able to generate a surplus of ideas. And create the possibility of changing the world.
• Collaboration– Develop aggressive AND realistic plans.  Working collaboratively is required to make the best decisions on how to allocate time, money and talent and thus enable our dreams to become reality.
• Accountability- Get the job done.  We must be clear on who is going to do what by when.  Accountability is the only way that change occurs.  Constant acts of courage (people doing something) inspire others to join in making the world a better place.
• Learning– Lead in a developmental environment – Turning learning into action is fundamental to unleashing the power of QTS.  By embracing change and appreciating others, we accelerate business improvements and our own development and fulfillment.

TOTAL REWARDS

• This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.
• This position is bonus eligible.
• This job may be eligible for equity.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action.  We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.  We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law.  We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.