ServiceNow Manager



Omaha, NE

Posted 14 days ago

At HDR, our employee-owners are fully engaged in creating a welcoming environment where each of us is valued and respected, a place where everyone is empowered to bring their authentic selves and novel ideas to work every day. As we work to weave diversity, equity, and inclusion into our work and foster a sense of belonging throughout the company and within our communities, we constantly ask... ourselves: What is our impact on the world?

Watch Our Story:''

Each and every role throughout our organization makes a difference in our ability to change the world for the better. Read further to learn how you could help make great things possible not only in your community, but around the world.

In the role of ServiceNow Manager, we'll count on you to:

  • The ServiceNow Manager plays a critical role in driving efficient IT service delivery by overseeing the implementation, maintenance, and optimization of the ServiceNow platform. Beyond technical expertise, this position emphasizes effective people management and collaboration.

Key Responsibilities:

  • Process Ownership:
  • Supports creating the overall roadmap and shapes demand for enterprise platform consumption.
  • Ensures platform team alignment with the business strategy, roadmap, and platform governance policies.
  • Has ownership and oversight of the ServiceNow instances, the core platform team, and any escalations.
  • Maximizes value by identifying additional business outcomes the platform allows and drive necessary changes.
  • Presides over design configuration decisions to ensure a seamless user experience that aligns with the platform design strategy.
  • Ensure adherence to best practices and industry standards.
  • Performance Optimization:
  • Continuously assess and enhance the platform’s performance and scalability.
  • Collaborate with technical teams to address any issues promptly.
  • Have oversight responsibilities for user access, configurations, and performance monitoring within the ServiceNow instance.
  • Cross-Functional Collaboration:
  • Work closely with IT, and other business units to align processes and improve service quality.
  • Function as a single point of contact for the ServiceNow platform.
  • People Management:
  • Team Leadership:
  • Lead a team of ServiceNow administrators.
  • Foster a positive work environment, encourage professional growth, and provide mentorship.
  • Conflict Resolution:
  • Address conflicts, escalations, and challenges within the team.
  • Promote open communication and collaboration.
  • Performance Evaluation:
  • Conduct performance reviews, set goals, and identify development opportunities.
  • Recognize and reward achievements.

Preferred Qualifications

  • Preferred Qualifications:
  • Bachelor’s degree in Computer Science, Information Technology, or related field.
  • ServiceNow certification (e.g., Certified System Administrator, Certified Implementation Specialist) preferred.
  • Proven experience in ServiceNow administration and management.
  • Strong understanding of IT Service Management (ITSM) principles.

Preferred Skills:

  • Technical Skills:
  • Strong understanding of IT Service Management (ITSM) principles is essential.
  • Proficiency in ServiceNow application. People Management Skills:
  • Strong leadership abilities, including team motivation and conflict resolution.
  • Effective communication and collaboration skills.

Required Qualifications

  • Bachelor's degree in Computer Science or closely related field, or combination of education and relevant experience
  • A minimum of 5 years application management experience, including management of multiple concurrent projects
  • Experience in working with business users to establish priorities and manage expectations
  • Experience in application development and administration desired
  • Experience in web-based or portal development
  • Excellent client service, interpersonal and communication skills
  • Self-starter, with the ability to handle multiple tasks and deadlines with minimal supervision
  • Strong verbal and written communication skills and capable of performing tasks in a dynamic environment many times working under tight delivery schedules
  • Engineering and/or Construction background a plus
  • An attitude and commitment to being an active participant of our employee-owned culture is a must

What We Believe

HDR is our company. Together, we build on each other's life experiences and perspectives to make great things possible every day. This shapes our collaborative culture, encourages organizational trust and connects us closer to the clients and communities we serve.

Our Commitment

As employee owners, we all have a role in creating an inclusive environment where each of us is welcomed, valued, respected and empowered to bring our authentic selves to work every day.

Our eight Employee Network Groups (Asian Pacific, Black, Hispanic/Latino(a), LGBTQ+, People with Disabilities, Veterans, Women, Young Professionals) help create a sense of belonging and foster a supportive environment where everyone is empowered to engage and contribute. Each group has an executive sponsor and is open to all employees.

Primary Location:

United States-Nebraska-Omaha





Employee Status:



Marketing and Admin

Job Posting:

Jul 9, 2024

At HDR, we are committed to the principles of employment equity. We are an Affirmative Action and Equal Opportunity Employer ( We consider all qualified applicants, regardless of criminal histories, arrest and conviction records

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