Program Manager – ServiceNow

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Job Title: Program Manager – ServiceNow

Location: MN

Contract

The Program Manager – ServiceNow Operations will be part of the Engineering team of Wipro responsible for ownership of solution development of products – ITSM and ITOM, including ITAM, Service Catalog, Service Portal, Operational ITIL Processes, CMDB, Discovery, Event Mgmt

Responsibilities In ServiceNow Technology Include

• Manage a team of Application engineers(onshore/offshore) to support operational activities, deployments of new capabilities, patching and upgrades of the ServiceNow platform
• Oversee and help address production issues in a timely manner, including off hours and weekend as necessary
• Responsible for collaborating with engineering, product, and extended IT teams to ensure successful delivery of projects and support
• Define and document policies, procedures, standards related to application operations
• Responsible for team’s adherence to State of MN regulatory and IT general controls and support for audit activities, as required
• Responsible for working with ServiceNow support and extended vendor team to maintain platform hygiene, address performance and other platform specific issues in all environments
• Responsible for staffing, mentoring, and maintaining high performing operations team
• Collaborate with offshore team on key issues across India time zones.

Minimum Skills Required

• At least 15+. experience in IT management with focus on IT Applications operations
• Bachelors or master’s in computer science or equivalent
• Excellent understanding of ServiceNow platform architecture, and best practices
• Strong knowledge of ITSM processes and experience with JavaScript and REST APIs
• Understanding of third-party integrations
• Certifications: ServiceNow System Administrator (CSA)
• Highly experienced with stakeholder communication, knowledge of compliance standards, and handling audit activities
• Adept in handling multiple competing priorities and project deliverables
• Excellent communication skills, both written and verbal, with the ability to articulate technical solutions in clear terms to a variety of audiences

Preferred Skills

• ServiceNow Development; AI/ML capabilities

Certifications: Application Development (CAD); ServiceNow Implementation Specialist (CIS) –Discovery, CMDB; ITIL