ServiceNow Platform Manager

Why Flowers?

Flowers Foods, Inc. (NYSE : FLO) is one of the largest producers of packaged bakery foods in the United States with 2022 sales of $4.

8 billion. Among the company's top brands are Nature's Own, Dave's Killer Bread, Wonder, Canyon Bakehouse , and Tastykake .

Learn more at www.flowersfoods.com .

Our team is the essential ingredient to success. We embrace diversity and foster an environment that reflects our values of Honesty & Integrity, Respect & Inclusion, Sustainability, Passion, and Humility.

Full-time employees are offered :

• Comprehensive health and medical benefits
• 401(k) Retirement savings plan
• Professional growth and leadership training
• Paid vacation, holidays, and parental leave

Benefits may vary depending on your work location and your participation in a collective bargaining unit.

Summary

The role involves managing and influencing the development and delivery of ServiceNow solutions to the Information Technology department and business stakeholders.

The position is accountable for technical leadership in the plan, design, development, testing, implementation, or maintenance of ServiceNow solutions.

This role is also responsible for managing a team of employees and / or contractors engaged in multiple functional and development activities.

The ServiceNow Platform Manager and his her direct reports will stay current on products and applicable integrated technologies.

This individual (along with other members of End User Services leadership) will help ensure adherence to existing standard practices and direct the platform toolset and processes towards continuous improvement.

This resource will be engaged on various other efforts during the Service Management lifecycle including providing guidance to business stakeholders and SMEs.

Providing leadership to various technical teams in guiding them in their efforts of leveraging best practices according to the ITIL framework will be an essential part of this role.

The incumbent must be detail-oriented, security conscious, and proficient in ITIL methodologies. The ability to manage multiple priorities in an extremely fast paced and nimble environment is important for this role.

This individual must be able to work and communicate effectively in a distributed team environment and display strong interpersonal, verbal, and written communication skills.

The primary day to day focus in this role is to provide architectural oversight of the ServiceNow platform to deliver quality solutions and optimize existing technologies, processes and procedures.

This individual manages a development team that develops, tests, and deploys enhancements to the ServiceNow toolset. Role collaborates extensively with the Director of IT Service Management to ensure alignment across the Service Management practices within the Information Technology department.

Job Responsibilities

• Responsibilities include but are not limited to :
• Work closely with the End User Services team to develop and enhance the platform toolset instance in an agile fashion.
• Facilitate agile development processes to develop and deploy new functionality
• Design, test, implement, and maintain features and enhancements to the ServiceNow platform.
• Lead and mentor less experienced team members.
• Ensure security, stability, and scalability of the platform.
• Influence platform adoption of change and / or product enhancements.
• Understand and assist with the development of the ServiceNow roadmap to further portfolio strategy.
• Supports proactive license management.
• Assist with communication strategies about the toolset’s capabilities to internal stakeholders.
• Collaborate with the development team and End User Services leadership for desired enhancement ideas and new concepts that can be proposed to the toolset.
• Coordinate on the product’s short term and long-term release planning.
• Provide recommendations to End User Services Team and other leaders within the department of industry best practices and lessons learned to improve IT operations, governance, and processes
• Manage relationships with platform vendors.
• Manage implementations of new solutions in Service Design, Build and Transition with phase gate reviews presented to all stakeholders during the process.
• Provide reports to leadership on key Metrics, KPIs and initiatives.
• When required, participate in meetings with the Change Advisory Board (CAB) to discuss higher risk changes to ensure formal review and approval of change requests
• Identify opportunities to combine similar solution needs or consolidate existing platforms into the ITSM ecosystem.
• Ensure adherence to the appropriate systems, policies, procedures and controls that are in place to support sound, legal practices in support of the strategic direction of the business.
• Ensure compliance with all company policies and procedures (EEO, Sexual Harassment, Sarbanes Oxley, Safety, etc.)
• Perform other duties which are deemed to be an integral part of the position, including but not limited to fulfillment of work schedules, adherence to attendance policies, and other applicable operating rules, policies and procedures.
• Develop the appropriate metrics and reporting to ensure the measurement and actions needed for continuous improvement.

Desired Experience

• Minimum 5 years experience in IT support and technical services
• Experience managing executive level technical support
• Vendor management or supplier negotiation training and experience is a plus
• General knowledge of ERP systems, databases, operating systems and network operations equipment
• Excellent presentation, project management, problem solving, training / coaching and conflict resolution skills
• Skilled at communicating and facilitating discussions with senior level management and key stakeholders
• Experience with ServiceNow platform as a service management software recommended.
• Minimum 2 years' experience supervising direct reports

Desired Education

• Bachelor’s Degree in IT-related discipline or equivalent on-the-job experience
• IT Service Management understanding certification
• ITIL certification

We offer a competitive salary and an excellent total rewards package. Please reply by 09 / 17 / 2024. Resumes are active for 30 days.

Interested job seekers who successfully complete the series of pre-screening questions and who appear to possess the basic qualifications for this position may be contacted for a telephone interview.

Equal Opportunity Employer / Veterans / Disability

If you need assistance with submitting your resume due to a medical condition or disability, please send an e-mail to [email protected].