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JOB SUMMARY
The Sr. Manager Technical Service and Operations provides leadership, technical expertise, and oversight to a team of ITOM developers, analysts and operations engineers to ensure timely execution of team and project results. This position works closely with various partners to provide guidance in the management of CIs and the relationships between them. In addition, this role provides leadership to ServiceNow CMDB and Discovery functions in the areas of design, development, documentation, testing, and modification of existing and new ITOM & CMDB capabilities, discovery, patterns and sensors, championing standard techniques, procedures, and criteria. Participate in architecture design, performance monitoring, module evaluation, and buy versus build decisions. Supervise and communicate development project status, dependencies, and risks and mitigation strategies to the project team, business stakeholders and leadership. Provides technical expertise to the business.
RESPONSIBILITIES
ADDITIONAL RESPONSIBILITIES
• Develop and configure Discovery Patterns, Schedules, application fields, form design, business rules, client scripts, user roles and groups, access controls, and more on the various system applications.
• Work with process owners to understand the process requirements related to the bring together of configuration data and develop technical specifications and solutions.
• Work closely with various partners to provide guidance in the management of CI's and the relationships between them
• Participate in Configuration Management meetings, provide updates on progress and governance of CMDB and Discovery process to Senior Technology Leaders
• Perform day to day administration of the ServiceNow Service Mapping tool, including mapping additional defined business services into the tool.
• Review the data being populated into the CMDB and act as co-owner of the CMDB.
• Develop and maintain an organization of quality people through effective hiring, coaching, and performance management processes.
• Champion and ensure alignment to development strategy, standards, policies, tools, and procedures during all phases of the development life cycle.
• Partner with the technology teams to gather requirements and fully understand project goals, and then use this information to effectively plan and lead the development process
• Write and/or revise system design documentation and operations documentation to include providing required input into operation support manuals and user guides
• Ensure all code is effectively unit tested prior to being released to the quality assurance team. Resolve all unit test issues in a timely manner.
• Respond to all inquiries and issues in a timely manner as the developed code/program moves through the testing process and into production. Approve code to be put into production.
• Resolve corrective action and improvements to prevent recurrence. Provide implementation/production support, as required
• Responsible for the development training plans, training materials for Change/Release Management.
• Develop, enhance, operate, and assist in migrations and maintenance of Change/Release Management processes, and system/tools and other interfaces (ie Configuration, Problem, Release, Incident and Problem)
• Implements project execution methodologies with the team.
• Develop, measure, analyze Critical Success Factors (CSF) and Key Performance Indicators (KPI)
• Maintains currency in new ITSM developments and technology.
• Perform other duties as assigned.
QUALIFICATIONS
Experience
Skills and Abilities
Knowledge
Licenses and Certifications
ITIL Foundations, ServiceNow Administration and development experience with focus on one or more process areas like ITOM, HR and AppEngine – preferred
Applicants from Colorado & Connecticut:
Salary is determined based on internal equity; internal salary ranges; market
data/ranges; applicant’s skills; prior relevant experience; certain degrees or
certifications, etc.
The salary for this position ranges from $ 100K – $130K. Salaries may be supplemented
with a bonus as applicable and/or as business conditions allow.
Ryder offers comprehensive health and welfare benefits, to include medical,
prescription, dental, vision, life insurance and disability insurance options, as well as
paid time off for vacation, illness, bereavement, family and parental leave, and a tax advantaged 401(k) retirement savings plan
Job Category: IT Leadership
Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
Job Seekers can review the Job Applicant Privacy Policy by clicking HERE. (https://ryder.com/job-applicant-privacy-policy)\
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Full Time
Transportation
$146k-177k (estimate)
03/07/2023
10/27/2023
ryder.com
MEDLEY, FL
15,000 - 50,000
1933
Public
ROBERT E SANCHEZ
$1B - $3B
Transportation
Ryder is a provider of commercial fleet management, transportation and supply chain management solutions.