Pearson Senior Manager, ServiceNow Platform Manager in London, United Kingdom

Senior Manager, ServiceNow Platform Manager

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

As a Senior Servicenow Platform Manager you will lead, manage and govern Pearson’s ServiceNow implementation and related foundational capabilities such as CMDB, CIC, PSS and all integrations. The ServiceNow Platform Manager is accountable for the daily platform operations and solution delivery. Solution includes the technical architecture, solution design based on customer requirements, management of all development and solution delivery activity. This role is accountable to ensure that solution testing occurs across SDLC environments, and that solution integration to other environments and production maintains platform stability.

The ideal candidate will possess strong technical Servicenow application skills, project management skills, excellent interpersonal and multitasking abilities and thrive in a dynamic environment.

RESPONSIBILITIES:

  • Work with stakeholders and the platform user group to understand business strategy and priorities for the platform

  • Drive the Technology ServiceNow Platform Roadmap.

  • Lead design and development of application components that are standards based, high performance, highly available, comply with operational standards and procedures

  • Drive the delivery of the platform roadmap through internal development teams and/or third parties.

  • Understand and promote ITIL and other relevant processes

  • Own the relationship with ServiceNow as a supplier including driving contract negotiations

  • Collaborate with team to share technical expertise, best practices and industry knowledge

  • Create and maintain the current state of the ServiceNow platform architecture documentation and provide the architectural control

  • Develop and manage Release & Change Management plan

  • Leads internal development team, partners and vendors

  • Ensure documentation, processes and standards are maintained or created for platform

  • Be an evangelist for the platform, driving adoption from technology platform and product teams and usage from end users.

Key Challenges:

  • Understanding and simplifying processes around change, incident management, onboarding/offboarding, and service request

  • Ensuring understanding and adoption of the processes, tools and templates in a global environment, many other overlapping tools exist across Pearson

  • Working in a matrixed and virtual environment

  • Working with a number of stakeholders: externally, internally and internationally

  • Working on multiple projects and tasks at one time

  • Working as part of a global team and thinking globally

  • Working with a global customer base and engaging effectively and collaboratively with people from different cultures

  • Some out of hours working will be required to support the global organization

  • Building internal confidence in a situation of consistent change

Line Management responsibilities:

  • Manage the internal team in UK & US and third party teams in India and Sri Lanka working with the platform

  • Work supportively and collaboratively with other teams

Qualifications

  • Bachelor’s degree with equivalent relevant experience required

  • 5 years Project Management experience with software or Application Development

  • Experience serving as a ServiceNow Lead

  • Demonstrated experiences with web services, micro services, and other forms of integration leveraging APIs

  • Ability to manage through complex projects, multiple deliverables independently

  • ITSM and Service Management Experience establishing metrics and SLA’s

  • ITIL and/or other relevant process experience

  • Extensive experience working and delivery with Agile

  • Experienced in the System Development Life Cycle (SDLC) processes including client requirement analysis and system design

  • Designing and implementing IT and Non-IT related process workflows, procedures and technical standards

  • Vendor certification(s) for ServiceNow, Salesforce, Pega, or similar platform/CRM solution(s)

  • Must be able to coach and provide direction to lesser experienced ServiceNow Developers on the team

  • Excellent oral and written communication skills

#LI-VP1

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-NC-Morrisville

Other Locations GB-GB-London, US-MD-Baltimore

Work Locations: US-NC-Morrisville-2250 Perimeter Park 2250 Perimeter Park Drive Suite 140 Morrisville 27560

Job: Technology

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: May 3, 2017

Req ID: 1707605