ServiceNow Platform Owner (SPSA Opt 3)

at Illinois Department of Innovation & Technology in Springfield, Illinois, United States

Job Description

35%  Serves as the ServiceNow Platform Owner responsible for the overall direction and management of the ServiceNow Platform: 

• Leads decision making for ServiceNow Platform, including leading governance, business alignment, and platform strategy. 
• Uses ITIL (Information Technology Infrastructure Library) best practices to ensure IT and digital services are aligned to business needs and core objectives.
• Leads strategic direction for the ServiceNow Platform and ongoing service design by planning, implementing and the maintaining the ServiceNow Platform roadmap. 
• Provides strategic direction and leads the governance practice for the ServiceNow Platform by collaborating with Platform Product Owners to ensure platform team alignment with the business strategy, roadmap, and platform governance policies. 
• Maximizes value by identifying additional business outcomes the platform allows. 
• Evaluates information gathered from multiple sources and develops business cases regarding enterprise business capabilities.
• Presides over the platform governance board and is involved in all governance components. 
• Presides over design configuration decisions to ensure a seamless user experience that aligns with the platform design strategy. 
• Assesses business, technical and architectural requirements.
• Utilizes Configuration Management Database (CMDB) in the performance of duties. 

30% As the program director for the ServiceNow Platform, oversees end-to-end development and delivery of the ServiceNow Platform by directing and supervising staff engaged in all aspects of platform design, development, implementation, administration, configuration, and system support using Agile and Scrum practices. 

• Leads the planning of product releases and sets expectations for the delivery of new functionalities and platform upgrades. 
• Creates, maintains, prioritizes, and sequences the product backlog based on business value or ROI. 
• Makes business decisions and communicates requirements through epics and stories to ensure they are aligned with platform/product strategy and understood by development team. 
• Works with vendors regarding services and service specifications.
• Works collaboratively to meet enterprise’s strategic vision. 
• Reviews related documentation to ensure compliance, and deliverables are met.
• Manages the application development team supporting full end-to-end Software Development Life Cycle (SDLC).
• Manages software development projects.
• Conducts related feasibility studies, cost benefit analysis, planning and execution. 
• Monitors and reviews daily schedules to ensure jobs are completed accurately and on time. 
• Monitors progress to assure deadlines, standards, and cost targets are met. 
• Produces status reports for key stakeholders and end users. 
• Maintains program objectives, success measurements or key performance indicators (KPIs) and uses in-depth business knowledge to help business units develop strategy and find growth opportunities.
• Utilizes tools such as Microsoft Outlook, Word, Excel, PowerPoint, Teams, Visio, and Project to conduct these duties.

25% Serves as full line supervisor: 

• Assigns and reviews work. 
• Provides guidance and training to assigned staff. 
• Counsels staff regarding work performance. 
• Reassigns staff to meet day-to-day operating needs. 
• Establishes annual goals and objectives. 
• Approves time off. 
• Adjusts first level grievances. 
• Effectively recommends and imposes discipline, up to and including discharge. 
• Prepares and signs performance evaluations. 
• Determines and recommends staffing needs.

5% Keeps abreast of innovation and advancements on the ServiceNow Platform and the IT field. 

• Continues education by attending meetings, training sessions, seminars, and conferences to increase familiarity with and maintain current on the ServiceNow Platform, IT products, vendors, techniques, and procedures applicable to unit activities. 
• Travels to attend meetings, trainings, and conferences.

5% Performs other duties as required or assigned, which are reasonably within the scope of the duties enumerated above