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Service Owner, ServiceNow

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Date: Jan 21, 2021

Location: Painted Post, NY, US, 14870

Company: Corning

Requisition Number: 43105

 

Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.

 

LOCATION: 

Painted Post, NY or Charlotte, NC 

 

SCOPE/PURPOSE OF POSITION: 

  • The ServiceNow Service Owner will be responsible for working across the IT Infrastructure and Application service lines to align strategic direction with a lifecycle roadmap that couples Common Service Data Model (CSDM) with off the shelf processes and workflows. This includes the management and oversight of 3rd party operational support resources and internal subject matter experts responsible for driving resolution of complex business needs and problems. The primary focus will be on aligning requirements to entitlements and identify gaps; while achieving simplification, customization elimination opportunities, integrations with 3rd party tools and automation of manual processes to drive improvements in productivity and efficiency. As the Service Owner, you will be responsible for all aspects of the Service Management platform, ServiceNow, and the overall health of the service by ensuring solutions are reliable, improvements are implemented, and that IT is leveraging the platform to its fullest potential while minimizing financial impact. 

 

ROLES AND RESPONSIBILITIES: 

  • Create and propose a strategy leveraging Common Service Data Model (CSDM) to deliver ServiceNow complexity and customization reductions in support of off the shelf workflow standards. 
  • Establish and maintain strategic alignment with operational support teams, service and application owners to assess, implement and optimize required ServiceNow modules. 
  • Ownership of Software Asset Management (SAM) tool. 
  • Lead product lifecycle management, to include facilitation of release plans and expectation setting for delivery of new, changed and non-customized functionalities. 
  • Identify and drive automation opportunities that create efficiencies in manual processes. 
  • Partner with respective SACM resources to design and facilitate the implementation of a detailed CMDB control plan model that ensures sustainable health and data integrity. 
  • Establish and maintain a strong partnership with parallel operational system administrators to maintain continuity of data flow for system integrations. 
  • Partner with TBM team for integration of data into Apptio, to include alignment of services from CSDM to Apptio TBM Unified Model. 
  • Responsible for retirement of legacy Service Management tool. 
  • TCO responsibility for IT Service Management, to include working through the IT financial process to secure and manage adequate funding for maintenance and support. 
  • Oversight and management of 3rd party operational resources and internal SMEs.
  • Manage and report out on other Service Management financials as necessary. 
  • Prioritize and oversee service improvement and enhancement projects, to include reporting on the progress of those projects and their impact to performance. 
  • Influence stakeholders and gain consensus for product strategy and milestones by building presentations and visual artifacts that assist in key decision making. 

 

EDUCATION REQUIREMENTS 

  • BS Computer Science, Business, or relevant field 
  • Additional coursework in Accounting or Finance a plus 

 

REQUIRED CERTIFICATIONS 

  • ITIL Foundation Certification 

 

WORK EXPERIENCE 

  • 10+ years of direct experience managing operational support teams that are users of ServiceNow or similar service management platform and processes. Examples include Application Services, Network Services, Desktop and Field Support, and Service Desk 
  • 5+ years of first-hand support experience related to the use of ServiceNow or equivalent platform to foster better understanding of challenges, workflow processes, possible applications and use cases 
  • Managing teams and outcomes by setting detailed objective plans that align to a broader enterprise strategic roadmap Independently writing and presenting detailed business cases and appropriation requests 
  • Working knowledge of parallel IT systems and management tools 
  • Demonstrated ability to translate ITIL principles into practice 
  • Built and managed processes and organizations to ensure that Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed, monitored and achieved in a multi-vendor environment 
  • Direct experience in working with SOWs and 3rd party contracts to manage outcomes of external vendors and cloud service providers 
  • Creating and managing Key Performance Indictors (KPIs) and Control Plans 

 

REQUIRED COMPETENCIES 

  • Functional knowledge of IT financials and fundamental accounting principles regarding the treatment of IT tools and applications 
  • Keen eye for gaps, complexity reduction and simplification without compromising requirements 
  • Exceptional attention to detail, organized and self-starter with the ability to function autonomously 
  • Team and people management experience required 
  • Ability to work cross functionally to resolve conflicts and priorities 
  • Excellent verbal, written and interpersonal communication skills 
  • Understands how clients and competitors use technology to improve business processes and applies the same technology to Corning’s business processes 

 

TRAVEL 

  • 20-30% domestic & international travel

 

This position does not support immigration sponsorship.

 

We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, or veteran status or any other legally protected status.

 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


Nearest Major Market: Corning