Senior Manager - ServiceNow Platform

About the role

The Senior Manager of the ServiceNow Platform is responsible for representing the ServiceNow platform within FCI and providing oversight of the ServiceNow developers and operations. The individual will partner with the ServiceNow Platform Owner and Manager as required to ensure geographic and chronologic continuity. Impact: This position leads the ServiceNow platform team within FCI. Serves as a technical resource in project planning, project management, problem resolution, and production support. This position is responsible for leading a team of ServiceNow developers and providing oversight into ServiceNow operations within the GDC. Represent the ServiceNow platform team where applicable to present technical solutions. Serves as the team lead for assigned projects and initiatives. Performs activities fitting to area of expertise, which may include designing network or internet infrastructure, creating, and implementing an enterprise management system, providing appropriate technical recommendations, tuning databases and applications, and data management. Key Deliverables: Leadership - Provides oversight of daily operations of the GDC ServiceNow platform team and serves as the primary escalation point for ServiceNow developers within the GDC. Partner as appropriate with ServiceNow Platform Owner and Manager to ensure alignment. Stakeholder Collaboration : Coordinate with various stakeholders, including IT teams, security teams, and application owners, to ensure smooth and effective deployments and execution Consultation - Provides consultative direction and technical advice relating to the Bank's operating systems, software, and hardware infrastructure. Supports all areas of Technology and Operations. Leads strategic designs, initiatives, and contributes to the analysis of new and existing Bank technologies. Technical Support - Leads new initiatives for the ServiceNow platform which includes spanning hardware platforms, operating systems, and database management systems. Coordinates communication and application and data integration methods for new technologies. Performs planning and documentation throughout support activities. Leads processes related to strategic designs and implementations, backup, recovery, data security, and other disaster recovery functions. Resolves complex technical problems and failures and automates tasks for improved efficiencies. Project Leadership - Leads assigned technical projects ensuring accurate, timely, and quality delivery of project objectives. Guides the development and execution of project tasks. Technical Expertise - Maintains a strong knowledge base to effectively create and maintain strategic technology plans and to direct stakeholders on technical matters. Communicates effective and clear technical information across platforms. Team Mentoring and Development: Conduct surveys, feedback sessions, and discussions with employees to understand their specific training needs and manage associate developments to help employees achieve them. Skills and Qualification (Functional and Technical Skills) Bachelor's degree in Computer Science, Information Security, or equivalent work experience Minimum 12+ years of IT operation or infrastructure experience, including significant experience in a leadership role. Strong knowledge of ServiceNow Platform and enterprise infrastructure. Hands-on experience with ServiceNow configuration and design (ITSM, ITOM, CSM, HR, etc.) Excellent leadership and communication management skills. ITIL Certificate is Ma