Manager - Data and Analytics Support

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Manager - Data and Analytics Support
We are seeking a highly skilled and motivated Manager to support our applications in the "Data and Analytics" space. The ideal candidate will be responsible for managing a dynamic team of engineers across three critical areas: Business Intelligence, ETL, and Replication Technology. This role is pivotal for ensuring seamless operations, meeting service level agreements (SLA), and driving continuous improvements.

Key Responsibilities

• Team Management: Lead and manage a team of engineers responsible for application support, adhering to ITIL processes. This includes setting performance goals, conducting regular appraisals, and providing ongoing training and development to team members.
• Day-to-Day Operations: Oversee daily support activities, ensuring adherence to SLA targets and Mean Time to Repair (MTTR) metrics. This also involves meticulous monitoring and reporting of system performance, identifying potential issues before they impact operations.
• Incident Management: Handle escalations, drive Root Cause Analysis (RCA), and work closely with the engineering teams to implement fixes. Develop and maintain incident response protocols to ensure timely and effective resolution of issues.
• Continuous Improvement: Focus on process improvements and efficiency gains within the support operations. Implement best practices and innovative solutions to enhance the reliability and performance of data and analytics applications.
• Collaboration: Work with cross-functional teams to ensure smooth operation and timely resolution of issues. This includes coordinating with product managers, developers, and QA teams to align support activities with broader business objectives.
• Knowledge Management: Develop and maintain a comprehensive knowledge base for the support team. Ensure documentation of processes, procedures, and resolutions is up-to-date and easily accessible to team members.
• Monitoring: Implement and oversee monitoring tools and practices to ensure the health and performance of data and analytics applications. Proactively identify and address potential issues to minimize downtime and service disruptions.

Qualifications

Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field. An advanced degree in a relevant discipline is a plus.
• Experience: At least 10 years of experience in a senior software engineering role, with a strong background in data and analytics. Previous experience in a managerial role is highly desirable.
• Technical Skills: Proven experience managing teams and driving ITIL processes. Strong understanding of Business Intelligence (Tableau, Power BI, SAP BI), ETL (Matillion), Replication Technology (HVR, Perspectium) and Snowflake Databases Knowledge. Familiarity with cloud platforms and data services is advantageous. Servicenow platform knowledge is preferred.
• Problem-Solving Skills: Excellent problem-solving skills, with the ability to handle escalations and drive RCA effectively. Ability to think strategically and develop long-term solutions to recurring issues.
• Communication Skills: Strong communication and collaboration skills. Ability to convey complex technical concepts to non-technical stakeholders and foster a collaborative work environment.

Preferred Skills

• Certifications: Certifications in ITIL or related frameworks are highly desirable. Additional certifications in data analytics or project management are also beneficial.
• Analytical Skills: Proficiency in data analysis and reporting tools. Ability to derive actionable insights from data to inform support strategies and improvements.
• Leadership Skills: Demonstrated leadership abilities with a track record of building and leading high-performing teams. Strong mentoring and coaching skills to develop team capabilities.

Career Progression
This role offers substantial opportunities for career advancement. As a critical player in our Data and Analytics support team, you will be positioned to take on greater responsibilities and leadership roles within the organization. You will have the opportunity to work on cutting-edge projects, influence strategic decisions, and contribute to the overall success of the company. Be part of a forward-thinking team that values innovation, collaboration, and continuous improvement.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact talent.acquisition@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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