IT Manager - ServiceNow

Job Title:

Location:

What you'll do:

• Assume hands on lead role for Incident Management, Change Management, Asset Management, Config Management as required or needed.
• Lead delivery of program's mission goals through ServiceNow implementation.
• Act as the primary resource advising the program's enterprise-wide, prescribed, ServiceNow implementation, which includes collaborating with key stakeholders to validate and set ServiceNow implementation approach for program.
• Lead coordination with internal stakeholders.
• Provide guidance and recommendations on essential enterprise governance requirements and support oversight where directed.
• Working closely with key stakeholders to current ITSM-related challenges understand organizational transformation objectives and guide the assessment of current service maturity, definition, and supporting toolsets that result in making recommendations to change and/or enhance program service delivery through ServiceNow.
• Contribute thought leadership (methodology, presentation, and whitepapers) as needed to ensure that all available technical solutions are available to the customer when making critical decisions for the platform.
• Responsible for leading the analyzing and translating business information and technical requirements into solutions that align to ServiceNow out of the box capabilities and consider current and future configurations, requirements, mandates or platform upgrades.
• Support the team in ServiceNow operations like User/ Group administration, reporting, Metrics, SLAs, etc.
• Leverage both proven and innovative technology approaches to solve challenging business problems.
• Communicate with the customer in non-technical terms, understand their business requirements, and provide suitable solutions.
• Provide technical guidance, training and leadership to the technical delivery team.
• Work on continuous improvement and consistency by sharing experience and knowledge within the team.
• Respond to or coordinate response to technical questions and research requests from stakeholders. Perform business case analysis to support decision making process. Build and maintain relationships across all WAB business units to ensure alignment with program capture, program execution, and other line of business services.
• Ability to work independently or part of a cross functional team.
• Ability to lead projects & provide technical oversight to ensure alignment with strategic goals & objectives.
• Maintain technical proficiency by keeping current with the latest technologies, trends, standards, & products.
• Ability to formulate a digital transformation vision, make critical business and technical recommendations, and lead adoption strategy conversations with Senior and Executive-level customers.
• Build & maintain relationships with key vendor partners to identify, monitor and incorporate industry & vendor best practices.

What you'll need:

• 10+ years of experience required, with a focus on ITAM/ITSM, IT Operations, and Infrastructure.
• BA/BS degree or equivalent work experience.
• Extensive experience with ServiceNow modules, including: Asset Management (HAM/SAM), Configuration Management (CMDB), Incident Management, Change Management, Problem Management, and Event Management.
• ServiceNow Tool Integrations (e.g., monitoring tools, third-party systems).
• Proven experience in designing and developing complex ServiceNow solutions that align with IT service and operations processes.
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint, Visio and Project).
• Strong understanding of Software Development Life Cycle utilizing agile principles and application.
• Excellent communication and facilitation skills and ability to be flexible and work analytically in a problem-solving environment.
• Extensive experience in the consulting industry, technical leadership, and/or service delivery support.
• Strong knowledge of commercial products/solutions, especially COTS software application products.

Benefits you'll love:
We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

Western Alliance Bancorporation