ServiceNow Application Manager - (B4)
Applied Materials
Toronto,CAN
2d ago

Key responsibilities :

  • Serve as an interface with multiple sub-groups within a business unit or functional area such as Sales, Operations, Engineering, Service and Finance for the purpose of business technology alignment, solution discovery, service management, project portfolio management, and relationship management.
  • Architect and design complex business process / business application solutions to address cross functional needs, and convert design to functional and technical specifications.
  • Oversee software application configuration, prepare and execute testing (unit, integration, performance, acceptance) and data conversions.

    Identifies and recommend industry BKM's for integrated solution design and standards.

  • Provides and / or oversees business application functional support services to meet customer performance, availability, service level agreements and customer satisfaction targets.
  • Oversees monitoring of specific IT systems or set of systems and tuning of such systems for availability and performance.

    Drives completion of root cause analysis and resolution of outages or incident trends coordinating with infrastructure and technical teams, support providers and application vendors.

    Drives implementation of corrective and preventative actions. Evaluates / recommends / plans life cycle for patches, point releases, and major upgrades.

  • Delivers project and support services within area of responsibility within allocated budget. Develops project budgets.
  • Develops understanding cost model and cost drivers for service(s) and recommend service area budgets and cost optimization activities.

    May be responsible for timely renewal of maintenance and subscription contracts.

  • Ensures adherence to GIS project management, software application development, testing, service management, change management, RCA and other relevant processes, standards, governance and controls.
  • May manage execution of sox controls and testing, and support internal and external audits.

  • Plan and manage medium to large scale cross functional projects to ensure effective and efficient execution in line with guardrails of scope, timeline, budget and quality.
  • Oversees / manages contingent workers performing services across multiple projects or service areas. Responsible for the selection, on boarding and off boarding of contingent workers in a timely manner.
  • Manages contingent worker project / task assignments and ensure work product quality. Approves contingent worker time sheets / costs.

    Functional Knowledge :

  • Demonstrates depth and / or breadth of expertise in own specialized discipline or field.
  • Business Expertise :

  • Interprets internal / external business challenges and recommends best practices to improve products, processes or services.
  • Leadership :

  • May lead functional teams or projects with moderate resource requirements, risk, and / or complexity.
  • Problem Solving :

  • Leads others to solve complex problems; uses sophisticated analytical thought to exercise judgment and identify innovative solutions.
  • Impact :

  • Impacts the achievement of customer, operational, project or service objectives; work is guided by functional policies.
  • Interpersonal Skills :

  • Communicates difficult concepts and negotiates with others to adopt a different point of view.
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