Location
Cincinnati, OH, United States
Posted on
Feb 03, 2022
Profile
Description
Being a member of the ServiceNow Platform Team means you will be part of a diverse and collaborative team with critical responsibilities to protect the integrity of the Enterprise ServiceNow platform supporting various IT and business operations to serve our clients, both internally and externally. As a Release Manager, you will coordinate and lead the releases, playing a meaningful role in the modernization of how we ensure releases are managed and changes are implemented in a successful and continuous manner. This role provides a unique growth opportunity to utilize your experience, communication and problem-solving skills to transform and advance some of our most critical support functions.
In this role, you will lead day to day technical administration including release management, coordinate platform upgrades/functional updates, analyze log files, configure file changes, update installation and configuration documents, perform validation/testing, manage change control and perform technical issue/problem resolution as level III support. You will oversee the migration of code between ServiceNow instances and deployments to production for scheduled releases. In this role you will work with business analysts, project leaders, scrum masters, developers and product owners to create / maintain release schedules and supervise development activity in the release process.
Responsibilities
Talents Needed for Success:
Strong communication skills and ability to meet with clients, present to senior management and provide updates to product owners and program stakeholders
Ability to work across teams to build partnerships that achieve organization goals, and passionate about building an innovative culture
Strong critical thinking, communication and teamwork skills are key to be successful in this role
Minimum of 5 years of related experience, IT delivery and / or support.
Proven track record of leading change and release functions
Excellent written and verbal communication and presentation skills, ability to communicate technology concepts to IT as well as Business Management
Familiarity with Software Development Life Cycle management & Agile
Identify and implement efficiencies and improvements to IT Service Management standard processes and procedures
Strong Knowledge and understanding of ServiceNow & ITSM
Experience initiating Continuous Improvement Projects
Demonstrated professional success in configuration, release, and deployment functional areas throughout the software development lifecycle
Responsible to ensure all system artifacts are entered into the software lifecycle management tool and that traceability from original source to passed test is recorded.
Drives root cause analysis and full solutions for incidents in collaboration with Incident Management
Maintains queues, monitors and controls issue aging and management
Provide end-to-end product architecture to ensure scalable, high performance landscape
Creates and maintains incident and issue reporting. Identifies problem trends and guides corrective action
Builds out and develops internal processes that interface with the processes of other technical teams and further support excellence
Acts as primary contact for ServiceNow business users for communicating system availability, performance and issue resolution processes
Develops documentation standards and ensures maintenance and annual testing of processes
Determine components and other configuration items which need to be under configuration and change control and document a list of all items
Using the software lifecycle management tool, manage code change documentation resulting from reported defects
Experience with software lifecycle management tools - JIRA, MS DevOps
Minimum five years of experience providing technical management and mentoring to junior team members, being a positive influence and fostering strong teamwork and collaboration
Strong verbal/written communication skills, with ability to effectively interact with individuals at all levels of responsibility and authority; Must be able to prioritize, delegate and foster the development of high-performance teams to lead/support an environment driven by customer service and teamwork
Strong trouble-shooting and organizational skills and ability to work on multiple projects simultaneously; Ability to participate in resource planning processes based on defined organizational plans
2-3 years of project management experience preferred
Required Qualifications
ITIL v3 or v4 Foundations certification
ServiceNow Certified System Administrator certification
Bachelor's degree or equivalent
5 or more years of technical experience
Knowledge of core ServiceNow platform
Knowledge of ServiceNow ITSM, ITOM, SecOps, Human Resources and SAMPro products.
Knowledge of CMDB
Experience with the technologies in use in the application(s) or infrastructure
Excellent communication skills with the ability to collaborate and communicate effectively across varying levels of personnel
Experience with unit testing and mocking
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Preferred Qualifications
ServiceNow ITSM Certified Implementation Specialist
ServiceNow Certified Application Developer
PMP Certified
Six Sigma Certified
MBA or other Advanced Degree
Demonstrated ability running large scale projects
Experience with technology solutions assessments and/or strategy planning oversight
Additional Information
Associates are required to be fully COVID vaccinated, including booster, or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home.
If progressed to offer, candidates will be required to:
Provide proof of full vaccination, including booster OR
Provide proof of applicable exemption including any required supporting documentation
Medical, religious, and state exemptions will be available.
Scheduled Weekly Hours
40
Company info
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