Sr. Manager - ServiceNow Architect

ManpowerGroup is embarking on a significant program to fundamentally transform technology across the company. At the heart of the transformation is a significant strengthening and globalization of the company’s technology infrastructure. It will involve the establishment of an enterprise infrastructure organization through the centralization and consolidation of diverse, federated legacy solutions in place in the over 60+ countries representing revenues of $20+ bn. The resultant technology infrastructure and application landscape should provide best-in-class service (resilient, elastic, stable) in a cost-effective manner with strong operational controls and information security. To build strong Technology Foundation, ManpowerGroup is considering Key Major programs in Technology areas such as Business Delivery Management and achieving Delivery excellence by leveraging Core Infrastructure and Application platforms such as Public Cloud, Data center migrations or Automation capability. There is also a significant investment on the application solutions and technology to drive Digitization and business process changes.

Each one of the above, in themselves, is a significant project, but when combined, represents a large and complex global transformation program which will fundamentally change the technology landscape in the organization and provide long term benefits.

Purpose of the role:

This role will be a part of the Global Technology Infrastructure function and will design and develop sustainable solutions suitable for IT Operations, Security Operations, design and implement robust discovery and multi-source CMDB for Asset Management and ITOM

Responsibilities:

• SME in conducting the full range of technical design, development/configuration, and delivery of Service Management solutions, and management capabilities.

• Create high level solution models and architectures for all aspects of Service Management which align with organizational requirements, meeting company’s Information Technology and Security policies and standards, operational and integration needs.

• Own and manage solution engineering roadmaps and blueprints, defining and delivering an on-going continuous improvement and maintenance program.

• Driving implementation and continuous management of Service Management tool for Global Rollout across 60+ countries

• Delivering ServiceNow to enable and automate IT Service, Operations, Customer Service and Risk management processes

• Defining and documenting business process responsibilities and ownership of the controls.

• Measuring and reporting on compliance to mandatory technology control standards and processes

• Leading periodic meetings with technology teams to discuss remediation status, roadblocks, and development plans.

• Perform the role of senior technical expert for the planning, design, and delivery of ServiceNow Solution, and making recommendations for improvements

• Provide a comprehensive end to end architecture for the stakeholder’s business and technical requirements. Ensuring the solution aligns across the business for people, process, and systems domains.

• Gather business and technical requirements from stakeholders in order to produce a requirements specification document.

• Analyze and investigate possible solutions in order to meet the business and technical requirements.

• Produce professional high level solution descriptions and obtain customer acceptance of these solutions.

• Be responsible for the technical solution through all phases of the project, support the project managers and work within a defined change management process.

• Manage the overall highly complex, multi-country, multi-entity, multi-year, strategic engineering roadmap.

• Ensure the overall requirements captured/documented (in-scope and out-of-scope), assumptions and exceptions.

• Develop workflows to support BaU requirements in ITSM, ITBM / ITOM / CMDB and CSM modules.

• Get involved in RFPs in coordination with Strategic Partner Management Team, PMO and Technology infra teams.

• Manage and engage closely with architecture, technical lead and engineering partners from various vendor and partner organization.

• Ensuring compliance with remediation workflow, policies, procedures, and controls.

Required:

• Breadth and depth of Technology Infrastructure domains, industry and organizational knowledge across multiple functions, platforms, services.

• Driving Service Management standards and processes.

• Ability to work in a collaborative, agile environment, and be excited to learn.

• Experience in developing strategic business solutions as a part of creating engineering solutions.

• Ability to work in a collaborative, agile environment, and be excited to learn.

• Multiple years of experience leading end-to-end engineering teams.

• Experience in communicating with end users, technical & business teams to collect requirements, describe product features, and technical designs.

• Excellent understanding of and implementation experience with a variety of ITSM tools (e.g., ServiceNow, JIRA, Remedy etc)