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 Application 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 maintains existing active ServiceNow applications including, IT Service Management, IT Operations Management, Strategic Portfolio Management, HR Service Management, Marketing Service Management, Knowledge Base, Service Portal, Vulnerability Response, 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

• Lead a team of two ServiceNow developers and administrators
• Serve as the Subject Matter Expert for ServiceNow
• Lead the design, development, configuration, and maintenance of enterprise Service Management solutions using ServiceNow
• Accountable for technical solutions proposed/implemented and all changes pushed to the production environment
• Development effort includes (but not limited to) enhancements, customized portal web pages, portal consolidation, automated workflow solutions, advanced scripting of business rules, UI policies, client scripts, 3rd party software integrations, bi-directional API-based solutions, etc
• Lead administration of ServiceNow instances (environment sync, upgrades, cloning, etc.)
• Assist in defining the service management strategy for the enterprise
• Maintain production system reliability through utilization of Change Management process
• Translate business requirements into technical requirements and solutions
• Grow and retain talent within the ServiceNow team
• Manage ServiceNow projects in partnership with the Project Management Office
• Communicate status, challenges, and progress with staff and upper management
• Provide effective performance feedback through employee evaluations and rewards processes

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

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 collaborative work style
• Working knowledge of ServiceNow components
• Strong customer service and desire to solve complex problems
• ServiceNow certification is desired
• ITIL certification is desired

ADA and Other Requirements:
Positions in this class typically require: fingering, grasping, talking, hearing, seeing and repetitive motions.

Sedentary Work:
Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Working Conditions:
Work is routinely performed in an indoor, office environment.