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Lumen Senior Manager ITSM Tools Modernization - Virtual in BROOMFIELD, Colorado

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

As the Senior Manager ITSM Tools Modernization, this individual will define the blueprint for and drive the enterprise wide adoption of the ITSM/ITOM/ITBM platform. The individual in this role will be tasked with designing and operationalizing the proper governance that will enable the organization to be strategic in the use of these platforms. The core focus of the role will be to engage with key stakeholders and direct and lead internal groups in the implementation and use of the platforms.

The Main Responsibilities

  • Lead and accelerate the adoption and implementation of a ServiceNow/ITSM/ITOM/ITBM transformation

  • Lead development and integration activities for best-in-class monitoring and event correlation platforms (AppDynamics, Big Panda, Zabbix)

  • Deliver on all program requirements including technical, cost, schedule, and quality performance

  • Manage resources across projects, and maintain/track contract deliverables, schedule, and budget.

  • Recommends changes to improve processes and alleviate process inaccuracy and duplication.

  • Manage internal and external resources to drive process transformation

  • Liaison with ServiceNow and third-party vendors

  • Collaborate and work directly with leadership across the enterprise

  • Align stakeholders on strategy, goals, and execution

  • Supports adoption across the organization

  • Manages platform release strategy and roadmap in collaboration with IT

What We Look For in a Candidate

  • 3+ years experience with full suite of ServiceNow functionality

  • 3+ years experience with AppDynamics or other application performance monitoring tools

  • Experience developing Strategy, roadmaps, and implementing global programs

  • Experience working with executive leadership, translating vision into strategy

  • Experience delivering executive level presentations

  • Strong familiarity with SaaS deployments and supporting architecture

  • ITIL and/or ITSM certification

  • ServiceNow certification/training

  • Experience driving the adoption and optimization of ITSM/ITOM/ITBM enterprise software

  • Experience implementing and optimizing SaaS-based, enterprise-class monitoring and event correlation solutions

  • Experience working with enterprise software companies and/or consulting companies

  • In-depth experience building/implementing large-scale programs, projects, and/or transformational initiatives to enable a business function

  • Experience with multiple implementations/deployments of ServiceNow solutions, including integrating ServiceNow platform with other systems

  • Knowledge of product roadmaps and platform management for ServiceNow

  • Experience with technical services migration and transformational programs

Requisition #: 226953

When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

EEO StatementWe are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

DisclaimerThe above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.