Software Engineering Chapter Lead, Senior Manager

WHAT YOU'LL DO
To realize our digital transformation, we need to transform our products, experiences, processes, technology and how we operate. Delivering our clients unrivalled experience of exceptional service, value and flexibility is part of our DNA. We are looking for people who are passionate about Agile ways of working and want to spread this approach within our teams and business processes.

As a Chapter Lead you are the consummate 'player-coach'. You will join our Design Studios squad as Lead level tech expert and work with our high performing team of Engineers, QA, and Architects. You will participate in our Agile scrum ceremonies and work closely with our Product Owner, Scrum Master, and Analysts to prioritize your work to be delivered each sprint. Your focus will be on hands-on development and solution architecture, but you will also grow as a leader and manager of a small team of ServiceNow engineers.

Our RMS products leverage ServiceNow portal technology and has exhaustive ServiceNow rules-based routing which triages tickets to different teams. Product uses ServiceNow Out-of-Box capabilities; email templates, notification, feedback mechanism, Out of Office, User Profiles and smart customizations, configurations for optimal frontend and backend UX, leveraging ServiceNow Portal and ServiceNow technology. You will be instrumental in delivering more value from our existing implementations such as Incident, Problem, Change, Request, Service Catalog, Knowledge, and more.
YOU'RE GOOD AT

Being a hands-on 'player-coach' with very strong ServiceNow technical and architectural chops!
Managing ServiceNow Engineers and Analysts across a matrixed work environment
Working in a small, squad-based team, committed to Agile ways of working
Are intellectually curious and enjoy learning new skills and capabilities
Ability to work in highly dynamic environment with a degree of ambiguity
Bringing passion, dedication and ideas to the table!
Very strong communication and stakeholder management skills with ability to simplify complex insights for end users

YOU BRING (EXPERIENCE & QUALIFICATIONS)

10+ years relevant engineering and solution architecture experience
2+ years in line management experience
Expertise in Frontend and Backend both on Service Now Portal & SN technology
Well versed with SN table structure as well as SN standard features,
Experiencing integrating APIs is a plus
ReactJS experience (customizing User Interfaces) is a big plus
ETL and ServiceNow data replication experience.
Expertise in Agile principles and ways of working
Ability to work well with business stakeholders, users and technical team members
Architectural mindset
Highly organized & proactive with a clear sense of ownership and responsibility
Ability to influence others in a matrixed environment
A great aptitude for learning new technologies and systems. Our complex, proprietary systems require a proven ability to learn how it works be crucial in communicating with customers and dev teams
A knack for anticipating dependencies and risks and are continually looking for ways to improve processes and operations

YOU'LL WORK WITH

Your Sr. Director Technical Area Lead and your peers in a Management Team
Every member of your squad including Product Owners, Scrum Leads, Software Engineers and QA Engineers
Internal customers, translating their voice and needs into user stories and engaging users as needed
Technical members of other Product Portfolios and teams
Other members of your Chapter