ServiceNow Service Delivery Manager

Altria Client Services

Richmond, Virginia

12/18/2019 12:39:55 PM


Business Support Information Technology



Real Challenge, Real Impact. Real Rewards.

Are you looking to drive ServiceNow and associated platforms for a Fortune 200 Company that was selected by ComputerWorld as one of the Best Places to Work in IT? Do you have five plus years of experience designing, developing, testing, implementing and maintaining ServiceNow platform and integrations? If so, we want to speak with you about the ServiceNow Service Delivery Manager role that we are looking to fill in our IT Operations group in Richmond, VA.

Job Description

* You will be responsible for the general support, administration, and maintenance of the ServiceNow platform and associate applications
* You’ll work with IT and Business leaders to develop technical solutions that satisfy the business needs of departments seeking to use ServiceNow
* You will provide direction to the business partner and serve as the main point of contact for all operational and service level issues
* You’ll provide direction to the business partner for configuration, customization (including UIs, workflows and integration with other systems)
* You will actively monitor the health, usage and compliance of ServiceNow to identify/resolve issues before they become service impacting events
* You’ll coordinate application and platform upgrades (e.g. system or security patches)
* You will partner with IT Architect & Engineering team to drive operational and process transformation through automation, and continuous improvement
* You’ll create ServiceNow reports and dashboards
* You will follow ITIL standard methodologies in implementing, handling and delivering services

Specific Skills:

* You possess a Bachelor’s degree in Computer or Information Science
* You have 6+ years of technical experience with a large-scale enterprise environment
* You have 5+ years of experience designing, developing, testing, implementing and maintaining ServiceNow platform and integrations
* You have experience with these ServiceNow Modules: Change, Incident, Problem, Configuration, Knowledge, Asset and SN Discovery
* You possess technical skills and knowledge with LDAP/Active Directory and relevant IT architecture, Javascript, Web Services, Service Portal, Custom Tables and User Interface Design
* You are a ServiceNow Certified System Administrator and ServiceNow Certified Implementation Specialist
* We prefer that you have ITIL Certification
* We prefer you have Cloud experience
* You possess strong written and verbal communication skills
* You have strong supplier management skills to help provide direction and ensure quality of services
* You possess strong analytical skills to identify incident trends that enable process improvements
* You demonstrate customer service orientation and strong team skills
* You can relay complex technical concepts in a manner that achieves understanding and agreement to proposed recommendation and actions
* You can function effectively under pressure in environments of rapid change and conflicting demands and crisis management
* You demonstrate continuous improvement and creative problem-solving skills

We recognize that our people are the reason we achieve our business goals. We believe in developing the leadership potential of our employees by providing them with opportunities for training, development, and advancement.

In addition to the opportunity to apply and develop your skills toward key business objectives, we offer an excellent compensation package including a competitive base salary, comprehensive health/vision/dental insurance, participation in our incentive compensation and deferred profit sharing programs, as well as a relocation assistance package.

Richmond, VA - Virginia


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