ServiceNow Manager

As a ServiceNow Manager at our company, you'll be responsible for managing a small but efficient team of ServiceNow Administrators and Architects. Your key duties will include overseeing the performance and quality of service provided by your team, handling end-to-end ownership of ServiceNow modules, and coordinating product development and release activities. Additionally, you'll engage in stakeholder management and driving continual service improvement plans, making your role pivotal in both operational excellence and strategic planning.

To qualify for the ServiceNow Manager position in Budapest, candidates must have at least 2 years of experience in administering and configuring multiple ServiceNow modules, along with a year in a people management role within ServiceNow. A strong adherence to processes and a results-oriented approach are essential. Understanding ITIL concepts and Agile Project Management will be advantageous for candidates looking to excel in this role.

Our company offers a range of attractive benefits for the ServiceNow Manager role, including higher decision-making authority in ServiceNow processes, a car allowance, and a flexible hybrid work setup. Additionally, you’ll enjoy a multicultural work environment, opportunities to participate in social and CSR projects, a cafeteria benefit program, and comprehensive health insurance coverage.

For a ServiceNow Manager, effective stakeholder management is crucial for ensuring alignment between IT services and business needs. In this role, you will be tasked with engaging stakeholders in collaborative roadmap planning and educating them about the capabilities of the ServiceNow platform. This engagement not only fosters a productive working relationship but also empowers the business to leverage the full potential of ServiceNow for operational efficiencies.

A successful ServiceNow Manager should possess strong leadership and team management skills, with the ability to motivate and oversee the performance of administrators and architects. Additionally, a deep understanding of ServiceNow functionalities, ITIL practices, and Agile methodologies is essential. Excellent communication skills will also be necessary to effectively manage stakeholders and to advocate for the platform's capabilities within the organization.

When answering this question, discuss your previous roles overseeing teams and specific achievements you've accomplished in those positions. Highlight your management style, how you foster team cohesion, and any challenges you've navigated successfully.

Answer this by outlining your approach to demand management, including any frameworks you utilize for prioritization. Share examples of how you've successfully managed competing demands and improved service delivery.

Discuss the methods you've implemented to monitor service quality, such as KPIs you track, feedback mechanisms within the team, or processes you engage to ensure high standards are maintained in service delivery.

Be prepared to share a specific example demonstrating how you identified areas for improvement, the strategies you applied, and how you measured the success of the initiative. Highlight your analytical skills and your ability to drive change.

Emphasize your communication skills and past experiences where you've successfully educated stakeholders. Share specifics on how you tailored your communication to meet diverse audience needs and helped them understand the platform's value.

Talk about your familiarity with release and upgrade processes, your involvement in project planning, and any methodologies you follow to ensure that these activities are executed smoothly while minimizing disruptions.

Discuss your understanding of ITIL principles that are relevant to ServiceNow management and how you've applied them in practice. Provide examples of how adherence to these principles can improve service delivery and governance.

Share your conflict resolution strategies, emphasizing communication, empathy, and collaborative problem-solving. Describe a specific conflict scenario and how your intervention led to a positive outcome.

Provide insights into industry trends, such as automation, AI integration, and the increasing importance of data analytics in IT service management. Discuss how you plan to adapt to these trends and leverage them within your team.

Discuss your strategies for promoting Agile practices, including training, workshops, or incremental changes in workflow. Highlight the benefits you've witnessed in terms of adaptability and team performance.