Senior Manager, Employee Services Product Delivery

at  NYC HOUSING AUTHORITY

JOB DESCRIPTION

The goal of the Senior Manager for Employee Services Product Delivery is to provide subject matter expertise to lead new feature implementation, product upgrades, and run day-to-day operations of NYCHA’s ServiceNow implementation. This role will involve managing the nine-member platform team and will require close collaboration with cross-functional teams to ensure seamless integration and functionality across various modules. The selected candidate will own the technical governance and code quality of all solutions deployed. The ideal candidate is a technical expert in ServiceNow and takes pride in designing best in class solutions that push the boundaries of platform capability. Understanding best practice configuration principles within ServiceNow and have an adept understanding of the delicate balance between configuration and customization and the risks posed to the platform are critical for this role.

Responsibilities include, but are not limited to the following:

• Oversee the day-to-day management and development of the ServiceNow solution.
• Direct the daily activities of the ServiceNow team, monitor and report team progress, escalate issues to management as needed.
• Work closely with the Product Owner to understand business community needs.
• Recommend viable solutions to processes, technology, and interfaces that improve team effectiveness and reduce technical debt.
• Own the technical governance for development activities.
• Review and analyze the effectiveness and efficiency of existing configurations and workflows to develop strategies for improving or further integrations leveraging ServiceNow.
• Identify ServiceNow system deficiencies and recommend solutions.
• Participate in creating and developing standards, best practices, support guidelines and procedures.
• Maintain comprehensive documentation of configurations and changes.
• Work with integration subject matter experts to use MID servers, APIs, web services, email and other relevant technology to integrate tools and data with the ServiceNow platform.
• Research new feature enhancements and functionalities in ServiceNow.
• Expand and Implement other ServiceNow modules as operationally required.
• Engage in continuous improvement processes, including feedback loops and retrospectives.
• Participate in code reviews and lead peer reviews.
• Foresee capacity requirements for component usage and identify limitations.
• Provide input into story sizing, backlog refinement, and release planning.
• Contribute to product and solution designs to address critical issues and complex problems.
• Track and manage subscription licensing and renewals.
• Work directly with Service Now vendor and partners to align NYCHA instance to OOTB recommended configuration settings where possible.
• Act as primary liaison for business partners to discuss new needs and changes to existing functionality.
• Work with the Demand and Delivery Planning team on roadmaps and release planning.

NOTE: Due to the existence of a civil service list, candidates must have permanent civil service status in the title of Computer Systems Manager to be considered.
NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the link below:
https://bit.ly/55aProgram
Additional Information

MINIMUM QUALIFICATIONS

1. A master’s degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or
2. A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described in “1” above; or
3. A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described in “1” above; or
4. A satisfactory combination of education and experience equivalent to “1”, “2” or “3” above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described in “1” above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described in “1” above.
   In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience. Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience. However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described in “1” above.

PREFERRED SKILLS

• Strong hands-on experience developing and configuring on the ServiceNow Platform. - Experience leading teams through large enterprise transformation programs. - Strong professional and interpersonal skills including creative problem solving, effective written and verbal communications, planned and organized coordination of cross-functional teams, acute attention to detail and quality, and driven with the ability to self-manage. - Working experience with Agile application development practices. - Familiarity with ServiceNow development tools, including Studio, Flow Designer, Service Portal, and Virtual Agent. - Experience with DevOps practices such as CI/CD pipelines for ServiceNow development, using tools like Git is a plus. - Experience leveraging ServiceNow codeless technologies, Flow Designer and Integration Hub. - Experience with CMDB, and integration with other external tools. - Experience with Service Portal, Request Catalog and Automations across the ServiceNow platform. - Understanding of ServiceNow licensing model and implications. - Understanding of working with Web technologies such as SOAP, JSON, XML and Web Services. - Software development experience with one or more general purpose programming languages including, but not limited to: Java, Python, JavaScript, JS Libraries and Frameworks. - Extremely organized with strong time-management skills. - Process and detail oriented, analytical and inquisitive. - Ability to deliver solutions to improve and automate complex and/or critical business processes. - Ability to effectively prioritize and execute. - Ability to maintain stability under pressure and be flexible and willing to modify plans and behavior when necessary. - Ability to multi-task across project/initiatives and deliver according to time commitments. - ITIL and ServiceNow certifications are a plus.

• Oversee the day-to-day management and development of the ServiceNow solution.
• Direct the daily activities of the ServiceNow team, monitor and report team progress, escalate issues to management as needed.
• Work closely with the Product Owner to understand business community needs.
• Recommend viable solutions to processes, technology, and interfaces that improve team effectiveness and reduce technical debt.
• Own the technical governance for development activities.
• Review and analyze the effectiveness and efficiency of existing configurations and workflows to develop strategies for improving or further integrations leveraging ServiceNow.
• Identify ServiceNow system deficiencies and recommend solutions.
• Participate in creating and developing standards, best practices, support guidelines and procedures.
• Maintain comprehensive documentation of configurations and changes.
• Work with integration subject matter experts to use MID servers, APIs, web services, email and other relevant technology to integrate tools and data with the ServiceNow platform.
• Research new feature enhancements and functionalities in ServiceNow.
• Expand and Implement other ServiceNow modules as operationally required.
• Engage in continuous improvement processes, including feedback loops and retrospectives.
• Participate in code reviews and lead peer reviews.
• Foresee capacity requirements for component usage and identify limitations.
• Provide input into story sizing, backlog refinement, and release planning.
• Contribute to product and solution designs to address critical issues and complex problems.
• Track and manage subscription licensing and renewals.
• Work directly with Service Now vendor and partners to align NYCHA instance to OOTB recommended configuration settings where possible.
• Act as primary liaison for business partners to discuss new needs and changes to existing functionality.
• Work with the Demand and Delivery Planning team on roadmaps and release planning