The ServiceNow Platform Manager will oversee the day to day operations of FlightSafety?s internal IT support request system.? This position is accountable for leading the product strategy, development roadmap, release delivery, and coordinating support functions for the ServiceNow platform. This position will work with all business units to maximize the use of the product, assist with expansion, prioritize implementation projects, and ensure strong value is realized from the product.? The Product Manager will work closely with the Service Delivery/Management group to ensure strong ITIL practices are implemented.?
Primary Duties and Responsibilities
Provides milestone-based oversight to all development activities and release cycles of all products, and features associated with the product roadmap
Works with varying teams to gather requirements to be used in the formulation of FlightSafety?s ServiceNow platform vision, strategy and roadmap
Define and prioritize ServiceNow enterprise-wide expansion efforts within all areas of the business
Manage all development and administrative efforts to define, design, accept, adapt, and support features
Gather information and requirements, set and track the most relevant metrics to a product, track past projects, and identify new ways to optimize them
Collaborates with appropriate internal teams to produce education and training materials
Ensuring ITIL best practices are followed
Lead, support, and/or participate in the creation of Services release plans and schedules;?
Define, document, and communicate objectives, requirements and constraints for product initiatives and releases
Identify and minimize external program execution risks across key areas of the business
Experience in leading, organizing and managing product launch initiatives leveraging a structured product development methodology
Expertise and success in using team-based software development concepts that drive to iterative launches.
Strategic and holistic approaches to problem-solving that balance and prioritize short-term solutions with long-term vision.
Experience, Education and Skills
Bachelor's degree from an accredited institution or equivalent industry experience
5+ years of Product Management, Product Strategy, Implementation Consultant, Solution Architect experience
3+ years of experience in ITIL and IT Service Management
Minimum of 5 years of relevant industry and business experience
3+ years of experience managing a SaaS platforms
In-depth knowledge of ServiceDesk tools and IT service managed application suite (ServiceNow)
Excellent written and oral communication skills
Excellent problem solving and organizational skills
Certification/Training in the following areas (preferred but not required)
ITIL v3 Foundation and/or Advanced ITIL Certifications
PMP, Agile, and/or Scaled Agile? ?
Exhibit and practice courteous, ethical and professional behavior while interacting with both internal and external customers
Act in a collaborative, team-oriented environment focused on common goals to achieve mutually beneficial results
Ability to present technical and/or services business concepts in a comprehensive and concise manner
Ability to interact with and influence a wide range of employees, including senior management, and entry-level personnel across a wide number of departments
Ability to drive deliverables and results, which involve people who do not directly report to you.
Experience and expertise identifying and negotiating with third-party vendors to deliver value
Must be self-motivated, able to deal with ambiguity, and work well under pressure to meet deadlines within short time constraints
Be accountable and responsible for the accuracy and completeness of assigned work and results
Prioritize and manage work load and communicate issues clearly
Exhibit effective verbal and written communication skills
Comply with all laws, regulations and company policies
Travel when required
FlightSafety is an Equal Opportunity Employer/Vet/Disabled.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.