Senior Manager, ServiceNow Platform Owner

　　Equinix is the world's digital infrastructure company, operating 250 data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

　　We are a fast-growing global company with 20+ years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.

　　A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

　　Job Summary

　　Seeking a ServiceNow Platform Owner to lead our enterprise's business system analysis, technical design, platform architecture, and governance, ensuring operational excellence and aligning the platform's roadmap with our strategic business goals. This role involves driving the evolution of the ServiceNow environment, managing the core platform team, and overseeing all technical and strategic governance. The ideal candidate will continuously evaluate and integrate the latest platform features, maintain a capability view, and foster strong stakeholder relationships to deliver top-tier customer satisfaction. You will be instrumental in defining objectives, optimizing processes, and ensuring the platform's stability and performance to maximize business outcomes.

　　Responsibilities

　　Problem Solving/Assessment

　　Determines and applies appropriate methodologies and tools for analyzing a range of complex, functional and/or cross-functional problems with business implications (often complex and with a high level of ambiguity)Takes the lead to solve issues with business leadsProvides recommendations that consider the needs of cross functional teamsIdentifies process gaps and issues and drives areas for improvementAssesses impact of manual workaroundsDetermines and utilizes appropriate methodology including Lean Six Sigma where appropriateFacilitates discussions often with large/cross-functional groups and drives resolution where disagreement exists

　　Project Management

　　Creates, manages, and drives large regional/cross-regional project plans and resources, executing them using appropriate tools and techniquesEnsures resources are in the right place at the right timeDrives alignment with stakeholders from problem identification through implementation and post-implementation monitoringCommunicates team progressCreates scope, project charter and stakeholder analysisApplies appropriate project management skills and best practices including Lean Six SigmaIdentifies and manages risks and issues, driving suitable mitigation plans

　　Cost/Benefit Analysis and Monitoring

　　Manages pre and post implementation analysis and develops recommendations and plansExpected benefits and actual results

　　Coaching and Mentoring

　　Mentors junior team members and internal staff, providing necessary feedback, guidance and/or adviceMay act in an advisory capacity to Yellow, Green or Junior Lean Six Sigma Black belts

　　Implementation and Change Management

　　Manages process and procedural documentationCompletes post deployment analysis, monitoring and control, driving recommendation for improvement to completionAssesses post project benefits and success

　　Reporting and Metrics

　　Leads status reporting, highlighting risks, issues and concernsDrives recommendations for improvement based on report results to completionCreates and publishes complex dashboards

　　Alignment, Consistency & Prioritization

　　Champions changes to enable customer benefitsAssesses priority based on fit to agreed organizational criteriaDrives consistency and alignment across different functional teamsRecommends alternative solutions, escalating where disagreements persistLeads and facilitates cross functional discussions to drive issues, challenges and prioritization effortsManages conflict during discussions, escalating where problems persist

　　Business Requirements, Functional Design and Process Design

　　Obtains, creates and documents business requirements engaging multiple stakeholdersCreates and drives sign-off of BRD (business requirements document), managing BRDs (including those with high complexity), cross-functional and cross-regional reviewsWorks with the BSA's and Dev. team on solution design and development, providing recommendations for improvementAssesses solutions from multiple anglesReviews functional design, working closely with BSAs and DEV teams to ensure solution meets requirementsPartners with stakeholders to analyze, define and document business processes within and across functional areasUtilizes Lean Six Sigma methodology; may design or improve business processesFacilitates workshops to drive agreement where appropriate

　　Stakeholder Management

　　Manages stakeholder expectations within and/or across functionsLikely to work with governance boards or steering committees to build effective relationshipsIdentifies and proactively includes correct stakeholders and communications effectivelyResolves complex stakeholder issues, escalating persistent issues to executives, building effective relationshipsUtilizes effective methods of communication with stakeholders, varying approach accordingly

　　Testing

　　May lead user acceptance testingMay be responsible for ensuring User Acceptance Testing is fully planned and executedDevelops and assigns test casesIdentifies testing resourcesAssesses testing progress

　　Qualifications

　　15+ years experience in related field preferredBachelor's degree requiredLeadership over business system analysis, technical design, platform architecture & governance, and operations and supportOwn the overall ServiceNow platform roadmap and shapes demand for enterprise platform consumptionEnsures ServiceNow platform team alignment with the business strategy, roadmap, and platform governance policiesCollaborate with IT leadership to align the ServiceNow platform with the broader IT strategy and goals of the organizationContinuously stays current on the latest features on the platform and creates the necessary visibility to respective business units responsible for capabilities that align to their functionDefines and manages the ServiceNow capability viewHas ownership and oversight of the ServiceNow instances, the core platform team, and any escalationsMaximizes value by defining objectives & key results, and manages against associated business outcomesDefine and presides over the technical and strategic governance board and is involved in all governance componentsDefine and presides over design configuration decisions to ensure a seamless user experience that aligns with the platform design strategyMaintain strong stakeholder relationships and ensure highest level of customer satisfactionAnalyze and address the day-to-day operational challenges faced by our internal customersContinuously improve all processes to optimize efficiency and service qualityTake ownership of the platform's stability, performance, and evolution over time

　　Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

　　Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.