About the position
The primary responsibility of the Manager - ServiceNow is to play a lead role in driving the organizations maturity towards documenting, modeling, testing and enabling business processes. The focus of this role will be the ServiceNow platform utilizing key ITIL processes like Request, Incident, Problem, Change, CMDB, Asset, Service Catalog, Knowledge, Employee Self Service and other service modules for corporate location. The Manager - ServiceNow performs design and implementation tasks such as requirements gathering, enhancement definition, and configuration of settings, integration setup, and testing for the ServiceNow Development team at Corporate as well as the properties. This role partners with property data administrators to create, define and modify process workflows, create reporting and dashboards in addition to developing knowledge, technical and process documentation. Additionally, this role stays abreast of new features and functionality, playing a key role in driving continual improvement. All duties are to be performed in accordance with departmental and Las Vegas Sands Corp.'s policies, practices, and procedures. All Las Vegas Sands Corp. Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company's standards, work requirements and rules of conduct.
Responsibilities
- Work with property support teams to formulate standardized processes for day-to-day administration of the ServiceNow system.
- Implement ServiceNow tasks including configuration, integration, testing, requirements gathering and solution design.
- Develop clear and concise technical and process documentation, utilizing the knowledgebase module within ServiceNow.
- Provide consultation to end users to document and define enhancement requirements.
- Communicate ServiceNow processes, operations and capabilities information to all property levels of management and other applicable resources.
- Lead Steering Committee meetings and assist with Roadmap development.
- Develop systems integrations and process automation design documentation.
- Create ServiceNow reports and dashboards.
- Monitor health, usage and overall compliance of ServiceNow and its applications.
- Support the design of ServiceNow integrations and work with ServiceNow, business partners and technical teams for implementation.
- Improve Self Service capabilities in ITSM/ITIL Framework, Service management, Incident, Problem, Change, and Service Catalog.
- Perform job duties in a safe manner.
- Attend work as scheduled on a consistent and regular basis.
- Perform other related duties as assigned.
Requirements
- At least 21 years of age.
- Proof of authorization to work in the United States.
- Bachelor's degree in MIS or similar technical program or acceptable industry and work experience.
- 1 - 3 years' experience as a Service Now user or application owner, configuring core Service Now modules including Service Catalog, Incident/Problem, Asset Management, Reporting, and Configuration or Certified Service Now Administrator.
- 3 - 5 years' training and experience with ITSM practices and ITSM solutions design and development.
- Experience working in a highly regulated environment (MICS, PCI, SOX).
- Demonstrated understanding of ITIL processes, operations and procedures.
- Experience in producing enterprise level reports, including compiling data from several different sources.
- Gathering requirements and documenting needs.
Nice-to-haves
- Certified Service Now Administrator preferred.
- Certified Advanced Service Now Administrator preferred.
- Familiarity with project management methodologies.
