Manager - ServiceNow Platform Engineering and Development in Philadelphia, PA at Advance Auto Parts

Date Posted: 8/28/2021

Career Snapshot

Career Description



Job Description

THE OPPORTUNITY

The Manager - ServiceNow Platform Engineering and Development is a member of the IT Operations Management Team with overall accountability for delivering ServiceNow platform engineering and development services in support of our current, and future, ServiceNow products.  This position is responsible for championing and driving organizational and technological change with the goal of continuously improving Advance Auto Parts’ ability to serve our customers better than anyone else.  As a result, the incumbent in this position will continuously challenge the status quo and drive for actionable insights to improve IT operations and support. In addition, this role is responsible for building and maintaining strong relationships with the appropriate Product Owner and IT Teams and serves as the main escalation point for issues which cannot be resolved by the members operating within their respective teams.

This position has indirect management responsibility in a global delivery model. In addition, this position will have responsibility for developing and maintaining an effective labor strategy in partnership with the Service Provider(s).  This position is responsible for ensuring that Advance Auto Parts receives the maximum value for any contracted services.

OPEN TO REMOTE WORK WITHIN THE U.S.A

PRIMARY DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Partner closely with key stakeholders to create / update ServiceNow roadmap in alignment with cost/value propositions, business strategy and technical imperatives.
  • Engage with ServiceNow community and monitor industry trends
  • Work with Product Owners to define and document requirements in the form of user stories, define acceptance criteria and set priority
  • Build a development team to create, configure and deploy required ServiceNow capabilities
  • Serve as a Subject Matter Expert (SME) on platform operations, configuration and development, including 3rd party integrations
  • Ensure developers define technical solutions that meet user requirements
  • Define scope of sprints and releases; ensure stories align with committed plan
  • Present solutions to Product Owners, capture and prioritize feedback
  • Partner with User Experience team to review designs and consult on related efforts
  • Own Performance Analytics (Reporting) Configuration
    • Define global reporting requirements and standards; implement and maintain supporting configurations in Performance Analytics
    • Support Advance Auto Parts user community in the creation of individual / team reports
  • Monitor and benchmark metrics with industry peers and support decision making with Product Owners and Business Partners
  • Act as main AAP point of contact for ServiceNow and coordinate product demos, provide feedback, request enhancements and advocate for their importance
  • Monitor new features, releases, products and assess their impact & value to AAP workflows, bring Product Owners along and build adoption into the product roadmap where appropriate
  • Monitor and manage vendor performance in relation to SLAs
  • Partner with IT Procurement on the ServiceNow contract / renewal process

REQUIRED COMPETENCIES

  • Live our Values – Inspires, motivates and ensures team is focused on serving our customers
  • Lead with Courage – Makes bold and timely decisions
  • Deliver Winning Results – Takes broad accountability for achieving team goals and objectives
  • Analysis – Analyzes Information
  • Managing Execution – Delegates and Monitors
  • Innovation – Engages in Innovation
  • Focus on Service – Deliver Service Requirements
  • Collaborating – Collaborates with Others
  • Communication – Writes and Speak Effectively
  • Leveraging Diversity – Understand and Respect Differences
  • Results Orientation – Drives for Results
  • Establishing Trust – Show Integrity
  • Adaptability – Show Resilience
  • Production Operations and Support – Defines and Executes Support Procedures

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor’s Degree in Information Technology or Computer Science, or a related field; and 8 - 12 years relevant experience including leadership experience; or equivalent combination of education and experience.
  • Prefer 5 years’ experience in designing and implementing solutions on the ServiceNow or similar platform
  • Experience in Agile methodology
  • Direct experience with operating a contract development resources
  • Professional certification in industry-standard IT Service Management frameworks, such as ITIL
  • Blended technical and management skills to lead as well as contribute to configuration and development activities
  • Ability to interpret platform and integration architectures
  • Preferred:
    • Familiarity with IT Operations concepts such as systems and network monitoring, alerting, and event management
    • Familiarity with application architectures and networking
    • Experience with the design and implementation of AI / ML and RPA / automation tools
    • ServiceNow certified

SUPERVISORY RESPONSIBILITIES

This position will be responsible for directly managing and influencing Service Provider outcomes and ensuring the highest level of service quality, closely liaising with both internal and external partners.