ServiceNow Platform General Manager

at Illinois Tollway in Downers Grove, Illinois, United States

Job Description

The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it's I-PASS, the Move Illinois Program, open road tolling, or keeping you safe with our H.E.L.P. trucks, we are committed to delivering significant benefits and services to customers.

The Tollway is a user-fee system – no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues.

Under the leadership of the Board of Directors and Executive Staff, the Tollway is committed to achieving the following goals: increase collaboration with regional transportation and planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility, and sustainability, maintain the safety and efficiency of the Tollway system, further transparency, and accountability, enhance customer service, and maintain public trust.

In support of this vision, the ServiceNow Platform General Manager is responsible for ensuring efficient service delivery, platform optimization, and strategic alignment, while managing operations, configuration, and development to enhance efficiency and customer satisfaction.

Reports to the Deputy Chief of IT Application Development and has direct reports.  The ServiceNow Platform General Manager will be required to work in a team environment with other ServiceNow team members as well as other IT staff and business users.

 The ServiceNow Platform General Manager will oversee the daily operations of the ServiceNow team, ensuring efficient resource utilization and high-quality service delivery. This role includes providing strong leadership, fostering a collaborative team culture, and driving professional development. Engages with stakeholders to gather feedback, prioritizes features, manages vendor relationships, and stays informed about platform updates and best practices. Collaborates with teams to gather and analyze requirements, ensuring they are translated into actionable tasks, and assists in developing and reviewing process documentation.

This position also coordinates with development teams to design, test, and deploy platform enhancements, manage release schedules, and monitor platform performance to implement optimizations. Oversees the creation of reports and dashboards to provide insights into platform usage and performance, and ensures comprehensive product documentation and training materials are available. Assists in developing a platform strategy and roadmap, maintain expertise in the ServiceNow platform, and leverage industry knowledge to drive innovation and service quality.

Responsibilities include:

• Operational Management: Oversee the day-to-day operations of the ServiceNow team, including service delivery, project management, and resource allocation. Ensure efficient and effective utilization of resources to meet client expectations and deliver projects.
• Team Leadership: Provide strong leadership to the ServiceNow team, including hiring, mentoring, and professional development. Foster a collaborative and high-performing culture, promoting teamwork, knowledge sharing, and innovation. Empower the team to achieve their full potential and drive exceptional results.
• Stakeholder Collaboration: Engage with key stakeholders, such as business leaders, department heads, and end-users, to gather feedback, understand business needs, and prioritize feature requests. Present product updates, roadmap plans, and demos to stakeholders, ensuring transparency and effective communication.
• Vendor Management: Collaborate with ServiceNow vendors to manage relationships and facilitate the implementation of products/projects. Stay informed about platform updates, new features, and best practices to ensure the organization stays current and takes advantage of emerging capabilities.
• Requirements Gathering and Analysis: Collaborate with stakeholders, business users, and development teams to gather and analyze requirements, ensuring a thorough understanding of user needs, pain points, and desired outcomes. Translate requirements into actionable tasks and user stories for the development team.
• Requirements and Process Documentation Management: Assist in the development and review of requirements and process documentation, fostering clarity, consistency, and alignment with organizational objectives and standards.
• Product Development and Release Management: Work closely with development teams, architects, and administrators to design, develop, test, and deploy ServiceNow platform enhancements and solutions. Coordinate release schedules, manage feature backlogs, and ensure timely delivery of high-quality products.
• Performance Monitoring and Optimization: Monitor the platform's performance, identify areas for improvement, and proactively implement optimizations, fixes, and upgrades to maintain high availability and system responsiveness.
• Reporting and Analytics: Oversee the development and maintenance of meaningful reports, dashboards, and KPIs to provide insights into platform usage, performance, and business impact, enabling informed decision-making.
• Product Documentation and Training: Oversee the creation of comprehensive product documentation, user guides, and training materials. Coordinate training sessions and workshops as needed to support the introduction of new products, ensuring effective adoption and empowering end-users to leverage the full potential of the ServiceNow platform.
• Platform Strategy and Roadmap: Assist in the development and execution of a comprehensive platform strategy and roadmap aligned with the organization's goals, emphasizing continuous improvement and innovation to maximize the value delivered by the ServiceNow platform.
• ServiceNow Expertise: Maintain a deep understanding of the ServiceNow platform, its capabilities, modules, and best practices. Stay up to date with industry trends, advancements, and emerging technologies in the ServiceNow ecosystem. Leverage this knowledge to guide the development of service offerings, drive innovation, and ensure the highest level of service quality.