We are seeking an experienced and dynamic ServiceNow Team Supervisor to lead our ServiceNow team in managing, optimizing, and continuously improving our organization-wide ServiceNow platform. Reporting to the Associate Director, Customer Support Services, this role is critical for ensuring operational efficiency, aligning the platform with business needs, and driving team development. The ServiceNow Team Supervisor will also lead the department's Change Management process, co-chair the ITSM Governance Committee, and provide strategic oversight for the platform's performance.

Key Responsibilities:

Team Leadership & Management:

• Supervise and mentor a team of ServiceNow professionals, including Technical Lead/Architect, Senior Developer, Developer, and Business Systems Analyst/Queue Manager.
• Conduct performance evaluations, provide feedback, and support career growth.
• Manage team schedules, resource allocation, and on-call support, ensuring operational efficiency and productivity.
• Foster a collaborative, high-performance team environment, encouraging continuous learning and improvement.

ServiceNow Platform Management:

• Oversee the organization's ServiceNow platform, ensuring configurations, customizations, and integrations align with business needs and best practices.
• Manage high-priority incidents and problems, coordinating with technical teams for timely resolution.
• Lead continuous improvements to enhance platform performance, usability, and functionality based on user feedback and evolving technologies.Process Improvement & Governance:
• Co-chair the ITSM Governance Committee, ensuring effective management of IT service processes and policies.
• Lead the department's local Change Management process, ensuring smooth change implementations with minimal impact on the platform.
• Develop and enforce ServiceNow best practices, standards, and guidelines.Stakeholder Collaboration & Project Management:
• Collaborate with business units and stakeholders to ensure platform alignment with their objectives.
• Lead ServiceNow-related projects, including new implementations, upgrades, and integrations, ensuring timely and successful project delivery.

Technical Contribution:

• Provide technical guidance and collaborate with the Technical Lead/Architect on system design, development, and troubleshooting.
• Support the team in delivering high-quality technical solutions that align with best practices.

Reporting & Documentation:

• Maintain comprehensive reports and dashboards to monitor platform performance and provide actionable insights.
• Ensure accurate documentation of platform configurations, customizations, and processes, promoting effective knowledge management.

On-Call Support:

• Provide on-call support for priority issues outside of regular business hours, including evenings and weekends, and assist in major outages.

• Nine (9) years of related experience, education/training, OR a Bachelor's degree in related area plus five (5) years of related experience/training. Related experience: supervising a technical team in an ITSM environment. ServiceNow experience.

• Proven experience supervising a technical team in an ITSM environment, with strong leadership and mentoring abilities.

• In-depth knowledge of the ServiceNow platform, including configurations, customizations, integrations, and best practices.

• Strong understanding of IT Service Management (ITSM) and IT Operations Management (ITOM) processes.

• Experience managing ServiceNow-related projects, with proficiency in Agile methodologies.

• Experience with Change Management and ITSM governance processes.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders.

• High attention to detail, particularly in maintaining data integrity and technical documentation.

• ServiceNow certifications (e.g., Certified System Administrator, ITSM Certified Implementation Specialist).

• Proven ability to lead a diverse team of ServiceNow professionals, enhancing team performance and development.

• Flexibility to adapt to changing business and technical environments.

• Must be able to work various hours and locations based on business needs.

• Employment is subject to a criminal background check and pre-employment physical.