ServiceNow Engineering Manager at NTT Ltd.

Working at NTT

The primary responsibility of the ServiceNow Engineering Manager is to collaborate across technology groups and business units to contribute to the integration, enhancement and general direction for Service Management platforms used within NTT. Their objective is to ensure the optimal functioning of business unit’s service infrastructure and platforms.

Technology expertise

They have excellent knowledge on ServiceNow platform design best practice which enables them to act as trusted advisors on optimal platform designs and the strategy that will meet business requirements. They take holistic views of such technology environments including hardware platforms, software add-on/developed applications, databases, operating systems and storage. They use client and business requirements to advise on the design, deployment and operation of platforms.

Specialisation knowledge

ITSM Platform Manager it is required to be a specialist in the ITSM platform and to integrate this expertise with their holistic platform architecture knowledge which may include collaboratively designing key components of the platform.

Platform architecture 

They are able to create strategies and solutions that define meta-architectural designs for complex solutions that will address issues such as styles, concepts, mechanisms, modularity, scalability and principles that combine to formulate the architectural vision for a specific environment. They apply design methodology principles in a logical and scientific manner to perform a detailed analysis of business requirements to create and build highly scalable platform components and data processing infrastructure. These designs provide holistic views, but also contain the details of the components and interconnections between components. The ServiceNow Engineering Manager will create, implement and continually refine the infrastructure strategy for platform design, integration and interoperability. ServiceNow Engineering Managers are knowledgeable on how specific platforms are deployed in line with the internal methodology frameworks and approved industry best practices. They will be able to apply these frameworks and best practices to their designs and they will also be responsible to contribute advice on improving methodology.

They have knowledge of project management principles and they ensure that projects are executed accordingly. They ensure that technology projects fit the organisation’s technology infrastructure and business strategy.

Client engagement. They display an excellent client service orientation and strive for client satisfaction. They are good at preparing and presenting their solutions and they can convince and persuade internal stakeholders of the right course of action. 

Vendor engagement 

They interact with vendors as required to obtain full knowledge of vendor roadmaps, new developments and new product offerings. Where required they will collaborate with Technology Manager to obtain deep insight into vendor offerings. They collaborate and include vendors in solution design when required, creating win-win scenarios for the different parties.

People management

These individuals take responsibility for the management of a team of ServiceNow developers, business analysts and ensure employees reporting to them are engaged and understand their career opportunities, by taking responsibility for the development and training of their direct reports. They ensure that their team is rewarded and remunerated according to their performance.

Behavioural skills

The ITSM Development Manager demonstrates the ability to collaborate and work with multiple stakeholders and work successfully with teams to achieve their goals. They display an understanding of the business needs and expectations and the ability to consistently deliver a quality solution that meets client and business requirements. They display excellent analytical and problem solving ability with strategic thinking and leadership skills. They have excellent verbal and written communication skills.  They display good attention to detail and a strong orientation towards ensuring client satisfaction and technical delivery. They are able to provide technical leadership and mentor more junior staff to deliver a high quality solution.
Requirements: Education, Training and Experience 

• Bachelor’s degree in Computer Science, Information Systems or related technical discipline
• 10+ years’ experience in Platform Development
• 8 years’ experience within the ServiceNow ITSM related environment
• ServiceNow Certifications;
• ServiceNow Certified Implementation Specialist (ITSM - required)
• ServiceNow Certified System Administrator (preferred)
• ServiceNow Technical Architect certification (preferred)
• Strong technical background within platform architecture working on industry-leading scalable software
• Prior experience leading a team

Skills and knowledge

• Excellent knowledge on platform design best practice
• Knowledge of project managements principles
• Display excellent analytical and problem solving ability and solid object-orientated design and implementation skills
• Good verbal and written communication skills that are presentable and display the ability to work with a variety of internal stakeholders
• Strong organisational skills, including the ability to appropriately assign skills to various diverse audiences
• Strong analytical, diagnostic and problem solving skills
• Ability to lead by example
• Ability to perform well under pressure and meet deadlines

What will make you a good fit for the role?

Attributes

• Demonstrates the ability to collaborate and work with multiple stakeholders and work successfully with teams to achieve their goals
• Display and understanding of the business needs and expectations and the ability to consistently deliver a quality solution that meets client and business requirements
• Display good attention to detail and a strong orientation towards ensuring client satisfaction and technical delivery
• Able to provide technical leadership and mentor more junior engineers and developers to deliver a high quality solution
• Strong ability in portfolio construction and related tools
• Proven experience in managing large scale project from conception to deployment
• Ability to operate effectively in a high-tempo, high-pressure environment
• Must be highly organised with great attention to detail