Roles & Responsibilities
Veracity is part of RGP's family of brands, a consulting arm that solves business problems by delivering digital workflows that matter. Veracity is one of ServiceNow's largest and fastest-growing Elite services partners, and due to our rapid growth, we have an opening for Software and Application Manager.
As a Software and Application Manager, you will be leading global teams and supporting multiple projects deploying ServiceNow based solutions for Veracity clients globally.
Your duties include working directly with clients, analysing and planning business strategy, and advising clients on technology solutions. You are also responsible for leading the team during client projects and overseeing its daily operations.
Software and Application Manager is also responsible for delivering outcomes for our clients. You will be conducting needs assessments, configuring applications, integrating third-party apps, building, and maintaining relationships, training and ongoing client support and follow-up. You are technically very strong and can work with customers to ensure their business requirements are solved not only through technology but also through people and process solutions.
Key Responsibilities
- Participation in client engagements, reporting to engagement managers
- ServiceNow platform development
- Experience with release/version upgrades including scheduling cloning and migration of data from instances with ServiceNow
- End-to-End development and complex workflows
- Applies innovative technical solutions to business and the application processes
- Defines and documents procedures for processes and workflows
- Works on multiple projects as a project team member, occasionally as a project leader
- Responsible for troubleshooting problems as reported by users
- Communicates effectively with management and other members of the project
- Additional duties as assigned and defined by management
- Investigate, document, and analyse key client organizational processes
- Maintain an effective client follow-up system to ensure that clients are contacted regarding project progress and overall satisfaction
- Take charge of finding information sources, gathering, and interpreting problem statement, execute analysis and present findings to team members and stakeholders
- Contribute to the development of a strategic vision for product development and enhancement
- Design and architecture solutions in appropriate platforms
- Applying in-depth functional knowledge of ITIL and ServiceNow to customer needs and requirements
- Providing advice to customers regarding industry best practices and process methodology
- Conduct analysis, design, evaluation, modification, testing and implementation of enterprise-wide systems across functional areas
- Maintain high customer satisfaction through the delivery of high-quality, timely, and thorough solutions to customer problems
- Enhance & increase ServiceNow knowledge by doing continuous learning, training and certification
- Manage and lead a team of employees, communicate company goals, safety practices, and deadlines to the team. Motivate team members and assesses their performance.
- Provides help to management, including hiring and training, and keeps control updated on team performance.
- Own project delivery
Basic requirements
- 5-9 years of professional experience
- Expert ServiceNow knowledge
- Expert JavaScript knowledge
- Comfortable with organization leadership roles and working towards the organization's goal & values
- Openness to travel
- Tertiary education preferred
Professional qualifications and education requirements
- Extensive ServiceNow project experience
- Ability to work independently
- A logical and systematic approach to solving analytical tasks.
- Willingness to invest time in its knowledge and competencies
- Communication and presentation skills (verbal & non-verbal)
- Team leading & project management skill
- Embrace design thinking
- ServiceNow Certified System Administrator (CSA)
- At least 2 ServiceNow Certified Implementation Specialist (CIS)
