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

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