Servicenow Platform Manager

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

The ITSM Platform Manager is responsible for the application delivery, performance, reliability, oversight, and roadmap for ServiceNow across the enterprise. This position leads a team of Technical Specialists and Consultants who provide development, operational support, and administrative support. The Manager will ensure reliable and appropriate technical solutions are designed and delivered using knowledge of ServiceNow architecture and best practices. The Manager will work with peers across the company and the IT leadership team to help formulate and recommend technology plans/strategies and priorities for the platform by analyzing and understanding the current state and future application needs that keep pace with business demands. This position requires a proactive, highly motivated individual with an aptitude for critical thinking, process improvement, and demonstrable history of building and managing critical applications.

How You'll Shine:

• Product Vision and Strategy: Define and execute strategic product roadmaps to build new products, enhance existing products, and improve performance. Identify opportunities for strategic integration of enterprise IT processes with the ServiceNow platform, ensuring that it aligns with and IT goals strategies.
• Stakeholder Management: Act as the primary point of contact between the ServiceNow platform team and business stakeholders, facilitating effective communication and collaboration. This role will also facilitate and maintain platform governance discussions.
• Requirements Gathering: Collaborate with internal stakeholders to understand business problems, identify use cases, and develop user stories with thorough acceptance criteria.
• Backlog Management: Maintain a product backlog and roadmap, ensuring alignment with best practices and organizational objectives.
• Product Development: Work with the managed service provider to translate the product vision into actionable tasks and ensure timely delivery of high-quality solutions. Ensure technical solutions are thoroughly vetted and appropriately designed/implemented to reduce long-term technical debt. Drive continual product improvements with new ideas based on user requests, new capabilities, and product performance. Stay abreast of ServiceNow updates and industry trends to ensure the platform remains current and delivers maximum value.
• Performance Monitoring: Monitor and analyze platform performance, usage metrics, and feedback to continually improve the ServiceNow products.
• Leadership: Leads a team of associates and/or consultants. Coach and mentor associates as necessary on best practices, standards, and processes. Responsible all aspects of people management including timesheets, administrative activities, department goal setting, budgeting, and delivering performance reviews. Will also provide oversight and management of Managed Services Provider to deliver administration and platform improvement deliverables of the ServiceNow platform. Responsible for oversight and optimization opportunities related to ServiceNow subscription and services budget.
Training and Support: Provide training and support to users and stakeholders to ensure successful adoption and utilization of the ServiceNow platform. Be the platform champion marketing the capabilities and benefits of the tool.

Travel Requirements:

• Minimal travel based on project need.

What You'll Bring:

• BS in Computer Science, Information Systems Management, Engineering or related field
• Exceptional problem-solving skills with the ability to identify issues, analyze problems, and devise effective solutions in a timely manner. Previous experience in an operational support capacity with a managed services provider is preferred.
• Strong strategic planning abilities with experience in setting goals, developing roadmaps, process development, and driving initiatives that align with the organization’s objectives.
• Excellent verbal and written communication skills, capable of effectively articulating ideas and concepts with the ability to influence stakeholders at all levels.
• Demonstrated leadership abilities, with the capacity to inspire and guide teams.
• Proficiency in managing multiple initiatives simultaneously, demonstrating strong organizational and prioritization skills.
• Ability to quickly establish relationships and earn the trust/respect of the organization and business.
• A strong focus on customer satisfaction, with experience in managing customer relationships and expectations.
• Broad and deep experience with ServiceNow, in development and/or architecture role.
• ServiceNow Certified Application Developer (CAD) and ServiceNow Certified System Administrator (CSA) certifications are preferred.
• Proficient in developing, administering, and configuring all areas of ITSM, ITOM, and ITAM, including CMDB, Discovery, Hardware and Software Asset Management (SAM Pro), and Request, Incident, Problem, Change, and Knowledge Management.
• Proven expertise in designing, implementing, and supporting complex ServiceNow solutions, including custom applications and integrations.
• Integration: Experience integrating ServiceNow with other enterprise systems using REST/SOAP APIs3. Experience with ServiceNow Integration Hub
• ITIL Foundations V3 certification required, ITIL 4 preferred.
• Well-versed in infrastructure, networking, and security technologies understanding how they impact and compliment the ServiceNow environment.
• Programming Languages: Strong knowledge of JavaScript, SQL, and other relevant programming languages.
• Cloud Platforms: Familiarity with cloud platforms such as AWS, Azure, or Google Cloud Platform3.
• Workflow Automation: Expertise in designing and implementing workflows and automation within ServiceNow.
• IT Service Management (ITSM): Deep understanding of ITSM processes and best practices.
• Minimum of 3 years leading teams and people management experience
• Experience leading a cross-functional team across multiple geographic regions, preferred.
• Experience working and partnering with a Managed Services Provider.

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.