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Job Title: Senior Manager, ServiceNow Strategy & Governance

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Services, Inc.-ESI (OLD) 

 

***The preferred location for this role is New Orleans, LA. Other locations within Entergy’s service territory may be considered***

 

 

JOB SUMMARY/PURPOSE 

As the Sr Manager, ServiceNow Strategy & Governance at Entergy, you are responsible for defining and communicating the product vision and delivery roadmap. You coordinate with key stakeholders to inform the product vision, backlog prioritization and delivery releases and are responsible for the product life cycle of the ServiceNow platform including the conception of new modules, product upgrades, 3rd party integrations and module replacement when appropriate. You have primary responsibility for the delivery of ServiceNow projects including the scoping, design, implementation, mentoring your team, and value realization, as well as lead the ServiceNow vendor relationship for Entergy. The SDM is also responsible for management of the teams supporting the operational aspects of the service now platform.  With the responsibility of overall governance of our ServiceNow Platform, and in partnership with our Department of Operational Governance and Execution, you define and implement our governance process, policies, and standards. 

 

JOB DUTIES/RESPONSIBILITIES 

  • Has ownership and oversight of the ServiceNow instances, the core platform team, and any escalations.  

  • Supports creating the overall roadmap and shapes demand for enterprise platform consumption by directly interfacing with end-users, stakeholders, and process owners and helping to document desired business outcomes, identifying solutions, and verifying that project deadlines and objectives are met. 

  • Ensures platform team alignment with the business strategy, roadmap, and platform governance policies.  

  • Defines, monitors, and enforces best practice and governance for the ServiceNow platform. 

  • Maximizes value by identifying additional business outcomes the platform allows. 

  • As the Team Lead, you will work with a team of ServiceNow engineers, developers, QAs, and business analysts, serving as direct reports to you. 

  • Presides over design configuration decisions to ensure a seamless user experience that aligns with the platform design strategy. 

  • Support Organizational Change Management and Continual Service Improvement initiatives 

  • Oversees the delivery of process improvements, and system enhancements using the Agile methodology while providing leadership for planning, designing, upgrading, installing, testing, implementing, documenting and maintaining the ServiceNow platform. 

MINIMUM REQUIREMENTS 
Minimum education and experience required of the position: 
Bachelor’s degree in computer science, MIS, business administration, or other technical area of study OR equivalent work experience; advanced degree is a plus. 

 

Minimum knowledge, skills and abilities required of the position: 

  • Solid analytic and problem-solving skills with excellent written and verbal communication skills. 

  • Proven experience leading Agile development teams. 

  • Ability to interface with team members at all levels, including business operations, technology, and management. Especially with regards to coaching, influencing, and gap analysis.  

  • Experience in system implementation and change management processes 

  • Strong leadership skills in driving engagement, adoption and change for processes and technology. 

  • Hands-on experience in IT service management skills - monitoring support queues, establishing priorities, assigning support group or team member, authoring knowledge articles adhered to the KCS process. 

  • Product backlog understanding and management 

 

Desired knowledge, skills, and abilities 

  • 3+ Years working as a Product Owner for an enterprise platform 

  • Understanding of design thinking techniques including Persona's, Journey Maps, and Business Model Canvas 

  • Hands-on experience in the software product development and tracking process and their related governance 

 

Any certificates, licenses, etc. required of the position 

  • Any ServiceNow, Certified Agile Product Owner, or ITIL certifications are a plus. 

#LI-DG1 #LI-HYBRID 

 

Primary Location: Louisiana-New Orleans Louisiana : New Orleans || Arkansas : Little Rock || Texas : Woodlands 
Job Function: Information Technology
FLSA Status: Professional 
Relocation Option:
Union description/code: NON BARGAINING UNIT 
Number of Openings: 1
Req ID: 122142
Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights: Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment.  Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.


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