ServiceNow Technical Manager
Carlyle Investment Management, LLC

Washington, District of Columbia

This job has expired.


Position Summary

The Carlyle Group seeks a hands-on technical manager with strong team management, and leadership skills. This position will report directly to the Enterprise IT Service Management Lead and is responsible for the overall architectural design, development, maintenance, administration, and continuous improvement of the enterprise service management solutions in ServiceNow.

The primary responsibility is to be a hands-on ServiceNow specialist, analyst, and a key resource in developing solutions and applications on the ServiceNow platform, as such, S/he will be responsible for recruiting, training and directly managing development and QA team members, providing architectural design and best practices to the development team and to perform ServiceNow development as needed.

The candidate will be the ServiceNow Platform Owner, driving innovation and ensuring that high quality solutions are well integrated and effectively utilized. The candidate will manage a robust, sustainable architecture which includes Carlyle's CMDB implementation, custom applications, Safe Workplace, ITSM modules, including Service Catalogue, Incident, Problem and Change Management and supports automation of ITSM workflows using ServiceNow Orchestration, application integration and ITOM Discovery/Service Mapping.

The candidate will function as the Subject Matter Expert in all areas of ServiceNow related solutions across Carlyle.
The candidate will assist and guide support teams, providing Level-4 support as needed, offering solutions, ensuring SOPs are maintained and updated, ensuring SLAs are met, and that the Incident and Problem management processes are strictly adhered to.

The candidate must have experience with multiple full lifecycle implementations of large and complex global systems, including use of agile methodologies. Experience following industry best practices and patterns in building ITSM and ITOM, including CMDB applications is required.

The candidate will communicate with a diverse set of business users in a global organization, including working with business representatives and business analysts to quickly understand domain business capabilities and align those capabilities with application and solution architectures and roadmaps.

Key Duties/Responsibilities

Responsible for the assignment of resources and execution of development work. Works with Scrum Masters and product owners to prioritize product backlog and roadmap. Direct, manage, review, train and mentor technical team members on the design and development best practices.

Responsible for architecting and building technical solutions that meet Carlyle business needs including application UI configuration, workflow configuration, development of required client specific reporting, development of requirement integration components (SSO, LDAP, etc.). Ensures initiatives are aligned with business capabilities and prioritized appropriately. Oversee and review deliverables from internal and external project teams.

Responsible for the production support of Carlyle's implementation of ServiceNow. This includes responding to and solving incidents, overseeing major version upgrades, installation of patches and monitoring the health of ServiceNow

Responsible for managing on-going systems operations and continuous improvement efforts. Ensure adherence to security policies and practices, change management, release management and other SOX, compliance, and GTS operational best practices.


Qualifications

Bachelor's degree, required
Computer Science or Information Systems major, or equivalent technical work experience in addition to a bachelor's degree in another field, required

Minimum of 5 to 7 years of relevant overall IT experience with emphasis on large-scale, highly integrated systems, require
3+ years of managing technology staff
3+ years of experience using Agile methods
5+ years of experience in ServiceNow Development in an enterprise environment, required
Must have extensive experience with ITSM, specifically Service Catalogue, Incident, Problem and Change Management
Must have extensive experience with ITOM, specifically CMDB (Service Mapping and Discovery), Event Management (EM) and integrations.
Must have extensive experience developing on the ServiceNow platform including creation and/or customization of the core applications such as Incident, Change, Problem, Service Catalogue, Hardware Asset Management, Discovery/Service Mapping, CMDB Management, Portal Development, Event Management, etc.
Advanced experience with ServiceNow ITSM/ITOM configuration and custom development, ITSM Pro and ITOM Pro preferred
Hands-on experience with Application Architecture, Design, Development, Administration and Operational Support required
Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of latest ServiceNow features.
Excellent problem solving and analysis skills
Strong verbal and written communication skills
Must have experience in multiple ServiceNow implementations and have developed custom applications
Must be self-motivated, detail oriented, and take initiative in performing tasks
ITIL4 certification, desired
ServiceNow System Administrator Certification, desired
ServiceNow Implementation Specialist Certification, desired
ServiceNow Developer Certification, desired
Understanding of the entire SDLC and various methodologies
Understanding of Agile Development Methodology (Scrum)

Experience with leading development teams
Experience with leading system design discussions and recommend alternate choices, trade-offs, and impact analysis
Perform detailed analysis of business and technical requirements
Lead technical requirements gathering sessions and write technical approach and design documentation supporting business needs
Work with technical team to create development and integration plans
Manage the technical delivery of integrations and custom solutions
Work and deliver under tight timelines
Deliver in an agile environment using Agile methodology
Work with business representatives, business analysts to quickly understand requirements.
Develop integration processes using system API and third-party integration tools.

Company Information

The Carlyle Group (NASDAQ: CG) is a global investment firm with $301 billion of assets under management and more than half of the AUM managed by women, across 456 investment vehicles as of December 31, 2021. Founded in 1987 in Washington, DC, Carlyle has grown into one of the world's largest and most successful investment firms, with more than 1,800 professionals operating in 26 offices in North America, South America, Europe, the Middle East, Asia and Australia. Carlyle places an emphasis on development, retention and inclusion as supported by our internal processes and seven Employee Resource Groups (ERGs). Carlyle's purpose is to invest wisely and create value on behalf of its investors, which range from public and private pension funds to wealthy individuals and families to sovereign wealth funds, unions and corporations. Carlyle invests across three segments - Global Private Equity, Global Credit and Investment Solutions - and has expertise in various industries, including: aerospace, defense & government services, consumer & retail, energy, financial services, healthcare, industrial, real estate, technology & business services, telecommunications & media and transportation.


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