Full-Time Manager, Site Reliability Engineer (ServiceNow)

• Lead the development and implementation of ServiceNow solutions.
• Manage and mentor a team of software developers and engineers.
• Oversee the recruitment, onboarding, and professional development of team members.
• Establish coding standards, best practices, and development processes.
• Identify opportunities to enhance employee knowledge, capabilities, and skills.
• Address development bottlenecks, risks, and roadblocks.
• Partner with other leaders across the organization.
• Collaborate with vendors and internal IT teams.
• Generate new, improved, or unique solutions and embrace new ideas.
• Evaluate current business and technical processes.
• Define key quantitative and qualitative KPIs.
• Translate product requirements into technical specifications.
• Stay abreast of emerging technologies and industry trends.
• Ensure technical solutions align with ServiceNow best practices.
• Advise on leveraging pre-built capabilities to minimize customization.
• Assist in building a product development vision and multi-year roadmap.
• Document action items as agile work items.
• Participate in Agile ceremonies such as Scrum meetings and product sprints.
• Manage ongoing operational support activities.

• Bachelor’s degree in Information Technology, Computer Science, or related fields.
• 10+ years of ServiceNow experience.
• 5+ years of experience leading software or application development teams.
• Strong expertise in ServiceNow architecture and design.
• Proven ability to manage complex, large-scale projects.
• Proficiency in scripting languages such as JavaScript and Glide.
• Solid understanding of CMDB, Asset Management, Incident, Problem, and Change Management processes.
• Experience integrating ServiceNow with external systems using REST/SOAP APIs.
• Familiarity with Agile, Scrum, and Kanban methodologies.
• Knowledge of both functional and non-functional software testing.
• Familiarity with implementing CI/CD pipelines and Release Management best practices.
• Effective communicator (written and verbal).
• Self-driven and resourceful.
• Ability to understand complex business needs and adapt appropriately.
• Willingness to learn and adapt to new processes, solutions, and platforms.
• Ability to build effective cross-functional relationships.

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