ServiceNow Solutions Supervisor – Managed Servicesat CDW Careers

The SNS Supervisor provides a strategic partnership with their assigned Solution Domain Manager by coordinating and operating their daily Services business effectively and efficiently. This position is responsible for individual career planning and development, collaborating with the Domain Manager to hire according to the dynamic needs of the Delivery organization, and other administrative duties relative to team management. They will act as a mentor to ensure proficiency on all products and processes delivered by the team and assist with the assignment of resources on projects. The SNS Supervisor will be resourced on projects themselves as consultants and will serve as an escalation point for staffing or support issues related to the delivery of service. Finally, the SNS Supervisor ensures the work adds value, is relevant to the strategy of the organization, and meets the goals set by executive management.

Key Areas of Responsibility

• Work with SNS Solution Domain Manager (SDM) to plan and direct activities related to introducing new services, products, and processes
• Provide day-to-day management and leadership for a subset of the Service team
• Maintain close collaborative relationship with the SDM and other SNS Supervisors to manage the Service’s and team’s performance
• Work with Demand and Resource Manager to resource team on projects
• Hold regular meetings with assigned team, provide mentoring and training, and act as an escalation point for technical, delivery, or process questions
• Manage escalations from customers and other SNS teams for the team they manage
• Participate in the hiring process and onboard new coworkers
• Support team members through career planning and development
• Represent the Service team in review of Rough Orders of Magnitude (ROM), Statements of Work (SOW), and in Internal Kickoff Meetings (IKOM)
• Provide timely and accurate system approvals for administrative needs, such as time cards, expense reports, and quarterly priorities
• Prepare and deliver performance reviews
• Participate in or lead performance management conversations as needed
• Be able to step in and provide hands-on assistance or guidance with team members and/or project activities
• Onboard new hires
• Work in a 50% billable capacity to maintain relevancy to job function and encourage “lead by example” mentality

Education and/or Experience Qualifications

• 3+ years of experience as a developer or business analyst on the ServiceNow platform
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist for ITSM (CIS-ITSM)
• At least 2 CIS certification (in addition to CIS-ITSM) – current or within 6 months of hire

Required Qualifications

• Proven consulting experience as a key resource leading the delivery of solutions in customer environments
• Considered an expert in their role
• Experience implementing using the Agile/Scrum methodology
• Active listening skills, respecting others' point of view and takes ownership of contributing the required input while demonstrating strong communication skills (written, interpersonal, and presentational)
• Demonstrated ability to deal constructively with problems that do not have clear solutions or outcomes and make sound decisions even in the absence of complete information
• Demonstrated interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles or position levels
• Has a history of being a thought-leader and a team-influencer
• Deep experience and demonstrated ability to promote and lead positive change in the organization
• Proven team player and team builder
• Strong ownership, accountability, and attention to detail in all work efforts
• Ability to excel with minimum supervision
• Commitment to customer satisfaction and supports our brand promise and guarantee to always “make it right”
• Ability to travel 10% of the time

Preferred Qualifications

• Bachelor’s Degree or equivalent
• ITIL certification preferred; experience with other frameworks such as IT4IT, DevOps, an advantage