Service Now Manager

Location: ServiceNow Manager Key Purpose The ServiceNow Admin Manager position is responsible for the managing the centralized administration team that controls the governance and analysis of contract scope and master data within the organization. This role ensures accurate representation and documentation of contract scope changes and exception management. The Service Desk Manager work closely with finance and ops teams to identify opportunities for improvement, and resolve discrepancies. The Service Desk Manager closely monitors work volume and metrics of the team. Key Responsibilities: Manage Purchase Order exceptions that require additional review against contract scope documentation. Collaborate with finance and operations teams to ensure contract scope matrix is accurate. Update contract scope matrix to account for contract scope changes. Manage contract change control process. Manage job model setup and changes. Collaborate with Operations on complex project quotes / work orders. Ensure appropriate internal and external approvals and documentation. Maintain strong relationships with external partners to ensure clear communication and adherence to customer contract terms and conditions. Prepare detailed reports for management, providing insights into process exceptions by account. Ensure compliance with all contractual terms and internal policies related to contract scope matrix. Develop, communicate with, and maintain relationships with stakeholders. Manage the daily activities of the service desk team and dispatcher Provide technical mentorship and coaching to the Service Desk team Improve usage of Service Desk resources and increase productivity of the team Perform periodic client follow-ups to verify final resolution and determine satisfaction level Interface with appropriate technical personnel for customer problems that cannot be resolved effectively Understand overall service desk and support objectives, as well as the role and function of each team member Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests Drive problem investigation and resolution as required Manage the service desk ticket escalation process Improve and maintain process documentation for the Service Desk team Qualifications: Bachelor’s degree in Accounting, Finance or related field preferred Experience: Minimum 5 years financial management experience Skills: Proficiency in Microsoft Excel and ERP systems Excellent time management and multi-tasking skills Strong attention to detail and deadline oriented Expert Excel skills Self-starter with excellent interpersonal communication and problem-solving skills Able to work independently and in a team environment. Experience at interfacing at all levels throughout an organization Strong quantitative and analytical competency Physical Demands & Work Environment Sitting at a computer for up to 100% of the time Must be able to lift a minimum of 10 pounds Must be able to work under pressure and time deadlines during peak periods HSEQ Compliance All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns. ISS offers full-time employees a variety of benefits, including medical, dental, life, and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $88000.00 per year - $106000.00 per year. Final compensation will be determined based on experience and skills and may vary from the above range. This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation. To Executive Search Firms and Staffing Agencies: ISS Facility Services / Guckenheimer does not accept unsolicited resumes from agencies. All unsolicited resumes will be considered ISS Facility Services / Guckenheimer property, and ISS Facility Services / Guckenheimer will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the ISS Facility Services / Guckenheimer Human Resources Talent Acquisition Department. As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.