Duties 

• Facilitate project design/re-design activities on complex applications.
• Assess current and upcoming organizational priorities and evaluate their potential impact on the workload of the unit.
• Understand existing applications functionality and research best future fit.
• Assess feasibility of ServiceNow platform and its tools as a replacement for Lotus Notes and other legacy applications and help identify future IT Solutions.
• Perform fit-gap analysis against existing applications and out-of-the-box platform features and evaluate their fit within and impact on existing systems.
• Research and assess new ServiceNow platform tools and functionality for use at OSC.
• Work with customers and business analysts in the establishment and confirmation of business requirements for changes to existing and development of new applications.
• Oversee preparation of technical specifications written to ensure business requirements will be fully met.
• Prepare accurate estimates of effort, plan and prioritize tasks to ensure established deadlines are attained.
• Assist staff in addressing technical and functional issues which impact projects and business functions.
• Communicate and negotiate with business units to set priorities and provide feedback on the status of work being performed.
• Oversee maintenance of documentation related to the applications and business processes they support.
• Plan and manage work of self and staff.
• Oversee staff assignments; ensure priorities of management is clearly communicated.
• Assist in developing plans in support of established priorities.
• Allocate staff resources as necessary to meet work objectives.
• Escalate issues to management as necessary.
• Perform supervisory functions as required, with attention to detail and timeliness.
• Plan work tasks and activities; prepare project plans when necessary to track progress of work initiatives.
• Direct and supervise staff in their daily tasks and provide feedback as appropriate.
• Ensure adequate team coverage and off-hours support as needed.
• Coordinate work efforts with other teams.
• Actively practice project management methodologies and exhibit project manager competencies including:
  • Promoting team building and empowerment of project team members.
  • Focusing on results be business, product driven.
  • Exhibiting a positive attitude toward high quality standards.
  • Assuming responsibility for monitoring progress.
  • Promoting a high level of productivity and morale within the team.
• Participate in the development, organization, and scheduling of training activities for staff and new hires.
• Create comprehensive performance plans and prepare timely and detailed performance reviews.
• Assess staff training needs and develop training plans.
• Attend to personnel issues promptly and discreetly.
• Assist management in assessing and enhancing the ServiceNow Software Development Lifecycle (SDLC) processes and operating model.
• Lead efforts on responding, reporting, and trouble-shooting problem areas and facilitating appropriate priority readjustments.
• Perform code review and oversee migration to test environments.
• Reassign tickets based on staff workload and experience.
• Mentor and support staff in the development of and adherence to quality assurance goals and standards.
• Perform administrative functions in support of management and the goals of the organization:
  • Serve on various committees related to IT and/or user requirements as needed.
  • Assist bureau management with research and special projects.
  • Provide attendance coverage at meetings and provide status updates to management.
• Ensure applications are secure and proper controls to safeguard business data are in place.