Manager, SW Engineering

Who We Are

Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With 130 years of financial experience and nearly 20,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

Who You Are

ServiceNow is one of the core systems and central to our strategy for accelerating delivery with modern technologies. As a Manager for ServiceNow, you will be leading our nimble and agile cross-functional team for implementing and managing one of the most complex ServiceNow implementations across various modules and business lines

• IT Service Management - Incident, Request, Change, Problem, Virtual Agent, PA
• IT Operations Management - Discovery, Service Mapping
• IT Asset Management - APM, HAM, CMDB, Discovery
• DevOps
• Security Operations - Vulnerability Response, Configuration Compliance
• Governance, Risk & Compliance
• HR Service Delivery - Employee Service Center

What You'll do

Responsible for managing ServiceNow Development team. Conducts performance management and career development processes, and staffing and disciplinary actions. Participates in developing the team's strategic plans. Directs technology projects and consults with business unit partners to determine the most effective systems to solve business problems, and/or delivers day to day production services, protecting the live environments and ensuring system stability and availability.

1. Manages an applications unit or function. Establishes performance standards for the unit. Conducts the performance management process, identifies training and career development needs.
2. Determines staffing needs, recommends people related actions, and ensures resources are available to accomplish priorities.
3. Develops periodic goals, organizes the work, sets short-term priorities, monitors all activities, and ensures timely and accurate completion of the work.
4. Maintains risk management and compliance programs and activities for their assigned group.
5. Consults with business unit partners to determine the most effective computer utilization to solve business problems or address business needs. May also work closely with business unit partners to define and review Service Level Agreements and to ensure services meet or exceed business needs.
6. Directs systems projects, including project planning, management status reporting, systems specifications and implementation and/or manages production service delivery. May also implement and help identify measures to improve applications stability and availability, sustain and improve cost efficiencies and productivity gains
7. Reviews and negotiates vendor software package contracts. May also direct management of vendor support statement of work.
8. Consults and communicates with various business areas and outside vendors, consultants, and clients regarding automation needs.
9. Ensures compliance with all audit requirements including change control procedures and data security.
10. Provides leadership and guidance to staff, fostering an environment that encourages employee participation, teamwork, and communication.
11. Seasoned multi-disciplinary expert with extensive technical and / or business knowledge and functional expertise
12. Displays a balanced, cross-functional perspective, liaising with the business to improve efficiency, effectiveness and productivity • Provides input and support to budget management process • Advises technology staff on the impact of systems enhancements to existing designs • Provides project planning including docket prioritization and capital or expense budget considerations
13. Actively looks for opportunities to improve and/or automate processes to improve efficiency.

About Northern Trust:

Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With over 130 years of financial experience and nearly 20,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

Working with Us:

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company that is committed to strengthening the communities we serve!

We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why we are honored to receive the following awards in 2021:

• Gender Equality Index Member, Bloomberg
• Top Financial & Banking Company, Black EOE Journal, Hispanic Network Magazine, Professional WOMAN'S Magazine

We'd love to learn more about how your interests and experience could be a fit with one of America's best banks and most sustainable companies! Build your career with us and apply today.

Qualifications

• College diploma or university degree in the field of computer science, information science, management information systems, or business administration or a related field (or equal years of experience)
• 10+ years of overall experience in information technology
• 5+ years of experience as a ServiceNow Architect/Manager
• ServiceNow Implementation Specialist certified
• ITIL Foundation certified with strong understanding of the ITIL framework
• Deep functional and technical knowledge of all ServiceNow modules, especially, Incident Management, Request Management, Service Catalog, Knowledge Management, Integration Hub/Orchestration, and Service Desk
• Experience with modern web integration protocols (e.g. REST, JSON, SOAP/XML, etc.)
• Experience designing, building, and maintaining Configuration Management Databases (CMDB)
• Experience with ServiceNow Discovery and MID Server configuration
• Ability to clearly present ServiceNow knowledge and best practices to key stakeholders
• Working knowledge of LDAP, AD, SSO, Email Infrastructure, Web Services

Key Skills

• Self-motivated with willingness to learn new ServiceNow applications and functionality
• Experience working at all levels of the organization to develop a platform roadmap and strategy and ability maintain consensus around the strategic direction
• Effective Leadership skills and Teamwork
• Strong track record of effective cross-functional team collaboration and execution
• Ready to think, behave and act in an innovative consulting manner to drive the organization's digital business strategies
• Experience leading teams and driving results with multiple projects across several functional areas
• Experience in managing projects in collaboration with external partners (managed service organizations, technology vendors, and consulting companies)
• Ability to organize, prioritize, and work effectively in a constantly changing environment

Demonstrated problem solving skills, including taking ownership to ensure timely resolution, a strong sense of urgency, keen attention to detail, and the ability to plan, organize and successfully execute