Senior Manager, Employee Services Product Delivery

The goal of the Senior Manager for Employee Services Product Delivery is to provide subject matter expertise to lead new feature implementation, product upgrades, and run day-to-day operations of NYCHA’s ServiceNow implementation. This role will involve managing the nine-member platform team and will require close collaboration with cross-functional teams to ensure seamless integration and functionality across various modules. The selected candidate will own the technical governance and code quality of all solutions deployed. The ideal candidate is a technical expert in ServiceNow and takes pride in designing best in class solutions that push the boundaries of platform capability. Understanding best practice configuration principles within ServiceNow and have an adept understanding of the delicate balance between configuration and customization and the risks posed to the platform are critical for this role.

Responsibilities include, but are not limited to the following:

- Oversee the day-to-day management and development of the ServiceNow solution.
- Direct the daily activities of the ServiceNow team, monitor and report team progress, escalate issues to management as needed.
- Work closely with the Product Owner to understand business community needs.
- Recommend viable solutions to processes, technology, and interfaces that improve team effectiveness and reduce technical debt.
- Own the technical governance for development activities.
- Review and analyze the effectiveness and efficiency of existing configurations and workflows to develop strategies for improving or further integrations leveraging ServiceNow.
- Identify ServiceNow system deficiencies and recommend solutions.
- Participate in creating and developing standards, best practices, support guidelines and procedures.
- Maintain comprehensive documentation of configurations and changes.
- Work with integration subject matter experts to use MID servers, APIs, web services, email and other relevant technology to integrate tools and data with the ServiceNow platform.
- Research new feature enhancements and functionalities in ServiceNow.
- Expand and Implement other ServiceNow modules as operationally required.
- Engage in continuous improvement processes, including feedback loops and retrospectives.
- Participate in code reviews and lead peer reviews.
- Foresee capacity requirements for component usage and identify limitations.
- Provide input into story sizing, backlog refinement, and release planning.
- Contribute to product and solution designs to address critical issues and complex problems.
- Track and manage subscription licensing and renewals.
- Work directly with Service Now vendor and partners to align NYCHA instance to OOTB recommended configuration settings where possible.
- Act as primary liaison for business partners to discuss new needs and changes to existing functionality.
- Work with the Demand and Delivery Planning team on roadmaps and release planning.

Additional Information

1. NYCHA employees applying for transfer, promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).
2. NYCHA residents are encouraged to apply.
3. NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS).

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

SENIOR IT ARCHITECT - 95711

1. A baccalaureate degree from an accredited college in computer science, information systems, engineering, mathematics or related field and six years of satisfactory full-time experience related to enterprise architecture, solutions architecture, network architecture and/or IT infrastructure systems; or

2. A baccalaureate degree from an accredited college and ten years of satisfactory full-time experience related to enterprise architecture, solutions architecture, network architecture and/or IT infrastructure systems; or

3. Education and/or experience which is equivalent to "1" or "2" above.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.