ServiceNow Team Lead

Marsh McClennan is seeking candidates for the following role that can be seated hybrid in a local office:

ServiceNow Team Lead

What you can expect:

• The ITSM Platform Operations Leader plays a critical role in the technology direction to advance the ServiceNow Platform to facilitate the transformation of the Marsh McLennan Technology Organization.
• Lead efforts to integrate architecture and planning systems with ServiceNow to create a foundation for end-to-end delivery of technology services.
• You will manage a team of engineers who develop integrations and administrators who perform the day-to-day administration of the ITSM platform. This team maintains access control, data structures, and business workflows.
• This role is responsible for the stability and usability of the platform by establishing a DevOps framework for the controlled release of new integrations and applications.

We will count on you to:

• Develop systems integrations and process automation, which fully utilizes the platform workflow capabilities.
• Configures business rules, user interface policies, user interface actions, client scripts, business rules, and ACLs.
• Works with ServiceNow Architect and Lead Developer to build requested services and tasks using workflows to manage processes and meet business requirements.
• Manages instance security: user/group access, administration, access control lists, etc.
• Provides configuration assistance to developers.
• Collaborates with other teams to design and implement data feeds and interfaces with other systems, including databases, monitoring tools, etc.
• Manages direct team plus matrixed resources to introduce and maintain platform integrations.
• Host/participate in project-related meetings and host ongoing governance meetings.
• Manage vendor resources to help introduce and maintain ServiceNow integrations.
• Maintains a standard for day 2 operations of ServiceNow capabilities.
• Manages Platform Operations workload and SLAs.
• Defines change management process for the ServiceNow Platform.
• Work closely with platform owner and Process Leader on tying business to platform integration requirements.
• Provides advice on how business services are delivered with a vision for improvement.
• Take an advisory role in the configuration of the ServiceNow Platform.
• Participates in process story discussions.
• Responsible for ServiceNow overall costs, budgeting, and payment to ServiceNow and selected integrations.
• Participates in upgrade planning and execution.
• Performs ITSM implementation tasks including but not limited to configuration, integration, testing, requirements gathering and solution design.
• Participates in the configuration of new applications or suites during planning, requirement gathering, design, development, documentation and rollout phases.
• Strong technical acumen and capability, with demonstrated results.
• Broad knowledge of technology infrastructure platforms and previous experience integrating ITSM systems with Enterprise Applications and infrastructure platforms.

What you need to have:

• 7+ years working in system administration and/or service delivery for large-scale IT services.
• Experience with process design and IT delivery of agreed business processes.
• Proficiency with ServiceNow and related product design and delivery.
• Ability to work to deadlines and within budget constraints.
• Ability to manage multiple projects and priorities.
• Previous experience working in a matrix organization.
• Previous success working in a dynamic environment with the ability to adapt to changing priorities.
• Technical ability to develop, design and maintain web pages and ServiceNow sites.
• Demonstrated knowledge of re-using and combining existing systems to develop novel solutions as new needs arise.
• Working knowledge of various best practice frameworks such as ITIL, service management, project management, etc.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week.

The applicable base salary range for this role is $122,000 to $244,100.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements.