ServiceNow Supervisor / Change Management - Hybrid - 132781

We are seeking an experienced and dynamic ServiceNow Team Supervisor to lead our ServiceNow team in managing, optimizing, and continuously improving our organization-wide ServiceNow platform. Reporting to the Associate Director, Customer Support Services, this role is critical for ensuring operational efficiency, aligning the platform with business needs, and driving team development. The ServiceNow Team Supervisor will also lead the department's Change Management process, co-chair the ITSM Governance Committee, and provide strategic oversight for the platform's performance.

Key Responsibilities:

Team Leadership & Management:

• Supervise and mentor a team of ServiceNow professionals, including Technical Lead/Architect, Senior Developer, Developer, and Business Systems Analyst/Queue Manager.
• Conduct performance evaluations, provide feedback, and support career growth.
• Manage team schedules, resource allocation, and on-call support, ensuring operational efficiency and productivity.
• Foster a collaborative, high-performance team environment, encouraging continuous learning and improvement.

ServiceNow Platform Management:

• Oversee the organization's ServiceNow platform, ensuring configurations, customizations, and integrations align with business needs and best practices.
• Manage high-priority incidents and problems, coordinating with technical teams for timely resolution.
• Lead continuous improvements to enhance platform performance, usability, and functionality based on user feedback and evolving technologies.Process Improvement & Governance:
• Co-chair the ITSM Governance Committee, ensuring effective management of IT service processes and policies.
• Lead the department's local Change Management process, ensuring smooth change implementations with minimal impact on the platform.
• Develop and enforce ServiceNow best practices, standards, and guidelines.Stakeholder Collaboration & Project Management:
• Collaborate with business units and stakeholders to ensure platform alignment with their objectives.
• Lead ServiceNow-related projects, including new implementations, upgrades, and integrations, ensuring timely and successful project delivery.

Technical Contribution:

• Provide technical guidance and collaborate with the Technical Lead/Architect on system design, development, and troubleshooting.
• Support the team in delivering high-quality technical solutions that align with best practices.

Reporting & Documentation:

• Maintain comprehensive reports and dashboards to monitor platform performance and provide actionable insights.
• Ensure accurate documentation of platform configurations, customizations, and processes, promoting effective knowledge management.

On-Call Support:

• Provide on-call support for priority issues outside of regular business hours, including evenings and weekends, and assist in major outages.

• Nine (9) years of related experience, education/training, OR a Bachelor's degree in related area plus five (5) years of related experience/training. Related experience: supervising a technical team in an ITSM environment. ServiceNow experience.

• Proven experience supervising a technical team in an ITSM environment, with strong leadership and mentoring abilities.

• In-depth knowledge of the ServiceNow platform, including configurations, customizations, integrations, and best practices.

• Strong understanding of IT Service Management (ITSM) and IT Operations Management (ITOM) processes.

• Experience managing ServiceNow-related projects, with proficiency in Agile methodologies.

• Experience with Change Management and ITSM governance processes.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders.

• High attention to detail, particularly in maintaining data integrity and technical documentation.

• ServiceNow certifications (e.g., Certified System Administrator, ITSM Certified Implementation Specialist).

• Proven ability to lead a diverse team of ServiceNow professionals, enhancing team performance and development.

• Flexibility to adapt to changing business and technical environments.

• Must be able to work various hours and locations based on business needs.

• Employment is subject to a criminal background check and pre-employment physical.

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.

UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!

Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

UC San Diego is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20
For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.