Senior Manager, ServiceNow Platform & Operations

Requisition Number: 67741

 

Corning is vital to progress – in the industries we help shape and in the world we share.

 

We invent life-changing technologies using materials science. Our scientific and manufacturing expertise, boundless curiosity, and commitment to purposeful invention place us at the center of the way the world interacts, works, learns, and lives.

 

Our sustained investment in research, development, and invention means we’re always ready to solve the toughest challenges alongside our customers. 

 

The global Information Technology (IT) Function is leading efforts to align IT and Business Strategy, leverage IT investments, and optimize end to end business processes and associated information integration technologies.  Through these efforts, IT helps to improve the competitive position of Corning's businesses through IT enabled processes.  IT also delivers Information Technology applications, infrastructure, and project services in a cost efficient manner to Corning worldwide.

 

Scope of Position:

The ServiceNow Platform & Operations Manager oversees the strategic direction, lifecycle roadmap, and health of the ServiceNow platform.  This role includes managing a team and a 3rd party services provider, focusing on major release upgrades, SACM maturity, platform standardization, automation, and operational efficiency with predictive AI Operations.  Responsibilities also cover financial aspects like license management, forecasting, business cases, and appropriation requests, ensuring solutions are reliable and cost-effective.

 

LOCATIONS WILL BE CHARLOTTE, NC OR CORNING, NY (HYBRID SCHEDULE)

 

Roles & Responsibilities:

• Adapt and execute the strategy to deliver ServiceNow complexity and customization reductions in support of off-the-shelf workflow standards
• Establish and maintain strategic alignment with operational support teams, service, and application owners to assess, implement, and optimize required ServiceNow modules
• Lead product lifecycle management, including facilitation of release plans and expectation setting for delivery of new, changed, and non-customized functionalities
• Leverage platform capabilities to identify and drive automation opportunities that create efficiencies in manual processes
• Partner with respective SACM resources to design and facilitate the implementation of a detailed CMDB control plan and access model that ensures sustainable health and data integrity
• Establish and maintain a strong partnership with parallel operational system administrators to maintain continuity of data flow for system integrations
• Prioritize and oversee service improvement and enhancement projects, including reporting on the progress of those projects and their impact on performance
• Influence stakeholders and gain consensus for product strategy and milestones by building presentations and visual artifacts that assist in key decision-making
• Own product lifecycle management, to include facilitation of release plans and expectation setting for delivery of new, changed and non-customized functionalities
• Manage all operational and resource aspects for the ServiceNow Platform team, to include Architecture, Engineering, Platform Operations, ITOM/ITAM Operations
• Author and send communications around platform changes and updates
• Oversee and approve platform changes in accordance with organizational change management processes
• Handle managed service provider and platform vendor escalations
• Lead on-shore and off-shore teams to complete agile-based deliverables as assigned by engagement leadership during project execution
• Lead the modernization of ServiceNow as part of the ongoing initiative to enhance Predictive Int