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.

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.

• Benefits