At Mr. Cooper Group, You Make the Dream Possible. Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.
Join us and make the dream of home ownership possible. The ServiceNow Manager will play a critical role in the strategic vision, development, and maintenance of the client's ServiceNow platform and service management practice. This individual will serve as the technical design lead and product owner for the ServiceNow platform, while also managing and leading a team of developers and administrators. The manager will work closely with business units, process managers, and key stakeholders to build solutions, optimize platform capabilities, and ensure seamless service delivery. This role will drive the strategic direction of the platform and lead the ServiceNow team to ensure the successful implementation and continuous improvement of the platform.
Duties and Responsibilities: - Oversee the day-to-day operations of the ServiceNow team, providing leadership, guidance, and mentoring to developers and administrators.
- Manage project priorities, deadlines, and stakeholder expectations to ensure timely and successful platform enhancements.
- Serve as a liaison between business units and technical teams to ensure alignment of objectives and clear communication regarding ServiceNow initiatives.
- Define and drive the long-term vision and strategic roadmap for the ServiceNow platform, aligning with business objectives and evolving IT needs.
- Continuously assess and identify opportunities for innovation and improvement, developing a lifecycle plan that supports scaling, future enhancements, and sustainability of the ServiceNow environment.
- Lead efforts to assess, refresh, and improve the Configuration Management Database (CMDB), ensuring data accuracy, integrity, and alignment with business processes.
- Drive continuous improvement initiatives to maintain a healthy, well-governed CMDB that supports efficient IT service management.
- Lead product strategy and platform direction to ensure stable system design, development, stability, and adoption across the organization.
- Design, prototype, implement, test, and deploy business rules and technical solutions, including client scripts, UI pages/actions/policies, scheduled jobs, import sets, transform maps, ACLs, and notifications.
- Develop custom integration components (SSO, CMDB, SAS connectors, etc.) and integrate legacy systems with ServiceNow using mid-server, web services, chatops, email, and other relevant technologies.
- Develop existing and custom applications within ServiceNow, including integrations with other applications and ensuring scalability and performance.
- Hands-on experience in Service Catalog/Service Portal modules, and responsible for moving customizations between ServiceNow instances.
- Create and enforce best practices, standards, and processes for ServiceNow development, ensuring scalability, security, and maintainability of the platform.
- Responsible for reviewing requirements to ensure they are sufficiently detailed to be accurately estimated and developed.
- Provide technical leadership and mentorship to the team, ensuring continuous learning and adherence to development best practices.
- Lead cross-functional collaboration to drive innovation, platform optimization, and continuous improvement.
- Monitor and report on platform performance, including KPIs, incident trends, and system health metrics, recommending actions for improvement.
- Manage and support the recruitment, training, and performance evaluations of ServiceNow development team members.
- Provide leadership in conflict resolution, managing escalated issues, and facilitating problem-solving across teams.
Minimum Qualifications: - 3+ years of experience in ServiceNow development and administration, including hands-on technical expertise in platform design, implementation, and support.
- Proven leadership experience managing technical teams, ideally in ServiceNow or similar IT platforms.
- Strong communication and interpersonal skills with the ability to engage effectively with both technical and non-technical stakeholders.
- Experience with managing multiple priorities in a fast-paced, dynamic environment, ensuring team cohesion and productivity.
- Ability to apply business concepts into technical solutions, with experience in IT service management process design.
- ServiceNow System Admin Certification and a solid understanding of ServiceNow Enterprise product suite.
- Experience with key technologies relevant to ServiceNow integration solutions, including ServiceNow APIs, SSO, SAML, Web Services, LDAP, REST, etc.
- Web portal development skills (HTML, CSS, AngularJS, Bootstrap).
- Ability to create reports using the standard reporting engine, plus metrics and SLAs.
- ITIL Foundation Certification.
Preferred Qualifications: - ServiceNow Certified Application Developer.
- 5+ years of experience in ServiceNow development and administration in an enterprise environment.
- 3+ years of experience leading teams and managing ServiceNow projects.
- Experience with Configuration Management Database (CMDB) management, including design, implementation, and ongoing maintenance within the ServiceNow platform.
- ITIL Intermediate Certification or equivalent
- Experience with ServiceNow governance and strategy at an enterprise level.
- Expertise in mentoring and developing junior staff, fostering a learning environment, and promoting knowledge sharing within the team.
- Asset management experience.
Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V
Job Requisition ID:
023605
Job Category:
Information Technology
Primary Location City:
Dallas
Primary Location Region:
Texas
Primary Location Postal Code:
75019
Primary Location Country:
United States of America
Additional Posting Location(s):