Service Now Technical Manager

Invitation Homes is pioneering a new industry and needs dedicated, innovative, and analytical technologists to help us continually optimize. As the nation’s premier home leasing company, we develop advanced technology to enhance the resident experience. We are looking for dynamic individuals who are passionate about taking technology to the next level.

We’re looking for a ServiceNow Technical Manager to help develop and drive the company’s ServiceNow strategy, architectural design, development, maintenance, administration, and continuous improvement in ServiceNow. You will handle training and directly managing development members, providing architectural design and best practices to the development team and perform ServiceNow development as needed. This position will also have the ability to play a key role in the design and implementation of custom business solutions. 

We are building a culture that fosters innovation, built on a foundation of inclusion and diversity. You will partner with Support Services, Technology Leaders, and Operations teams to help transform Invitation Homes ServiceNow instance into a world class platform.  You will help us continue to build on our strong departmental culture and help chart the course for the future of the technology department. 

Essential Job Duties and Responsibilities

• Lead, develop and maintain a technical team through effective hiring, coaching, and performance management processes
• Be responsible for the overall architectural design, development, maintenance, administration, and continuous improvement of the enterprise service management solutions in ServiceNow
• Apply proven experience developing ServiceNow platforms
• Grow the ServiceNow footprint supporting key integrations utilizing the Integration Hub module
• Develop in an Agile environment releasing multiple deployments throughout the week
• Document requirements and create user stories for both enhancement requests and defects in Jira
• Manage implementation of security certificates
• Manage ServiceNow version selection, scheduling, testing and deployment
• Proven ability to analyze, evaluate, define action plans and coordinate with other teams to support deployments and upgrades
• Work with technical team to create development and integration plans
• Manage the technical delivery of integrations and custom solutions

Education and/or Experience

• Bachelor’s Degree or related experience
• 7+ years of experience in ServiceNow Development in an enterprise environment
• 5+ years of managing technology teams

• 3+ years of experience using Agile methods

Skills/Specialized Knowledge

• ServiceNow System Admin certification and/or ServiceNow Application Developer certification a plus
• Must have extensive experience with ITSM, specifically Service Catalog, Incident, Problem and Change Management
• Must have extensive experience with ITOM, specifically CMDB (Service Mapping and Discovery), Event Management (EM) and integrations
• Must have extensive experience developing on the ServiceNow platform including creation and/or customization of the core applications such as Incident, Change, Problem, Service Catalog, Hardware Asset Management, Discovery/Service Mapping, CMDB Management, Portal Development, Event Management
• Hands-on experience with Application Architecture, Design, Development, Administration and Operational Support
• Competencies & Attributes Experience with leading development teams
• Experience with leading system design discussions and recommend alternate choices, trade-offs, and impact analysis
• Work with technical team to create development and integration plans
• Manage the technical delivery of integrations and custom solutions
• Strong JavaScript skills as well as experience working with libraries such as Angular JS, Bootstrap, React and Node.js.
• Knowledge of XML and structural programming concepts
• Solid understanding and experience with Agile software development cycle
• Excellent troubleshooting skills
• Ability to prioritize and multi-task in a fast-paced environment to meet established deadlines
• Excellent written and verbal communication skills

Other Requirements

• Must maintain professional appearance.
• Ability to be at work on a regular and consistent basis.
• Ability to travel.

Physical and Mental Demands

This position will spend long hours sitting and using office equipment and computers. The position may also entail light lifting of supplies and materials occasionally, up to and including 20 pounds in addition to reaching, stooping, standing, and walking. This position requires the ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate, and communicate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Work Environment

Standard office working environment that may be busy and noisy at times.