ServiceNow Manager

At Selective, we don't just insure uniquely, we employ uniqueness.

Selective is a midsized U.S. domestic property and casualty insurance company with a history of strong, consistent financial performance for nearly 100 years. Selective's unique position as both a leading insurance group and an employer of choice is recognized in a wide variety of awards and honors, including listing in Forbes Best Midsize Employers in 2024 and certification as a Great Place to Work in 2024 for the fifth consecutive year.

Employees are empowered and encouraged to Be Uniquely You by being their true, unique selves and contributing their diverse talents, experiences, and perspectives to our shared success. Together, we are a high-performing team working to serve our customers responsibly by helping to mitigate loss, keep them safe, and restore their lives and businesses after an insured loss occurs.

Are you ready to take on a dynamic leadership role that will shape the future of IT service delivery at Selective? As the ITS Infrastructure Manager of ServiceNow, you'll lead a talented team, driving innovation and efficiency in service delivery. This full-time position offers the opportunity to guide and inspire your team to achieve ambitious goals, plan and execution, and ensure the application and associated processes support efficient service delivery. With your business analysis expertise, you'll identify opportunities for enhancement and drive impactful changes, all while leveraging your excellent management skills to foster a collaborative and high-performing team environment. If you're passionate about driving success and making a tangible impact, this role offers the perfect blend of challenge and reward. Join us and be a key player in transforming our organization.

• Oversee the ServiceNow ITSM Platform: Manage system administration, enhancements, integration, upgrades, maintenance, and support.
• Support ITSM Program Governance: Provide monthly reporting and oversee improvement initiatives.
• Deploy Multiple IT Practices: Including Incident Management, Request Management, Problem Management, Change Management, Service Level Management, Knowledge Management, and Configuration Management.
• Manage and Develop Your Team: Handle staffing, development, performance management, and all other HR matters for both employees and contractors.
• Recruit and Retain Talent: Ensure resource supply meets work demand and teams are trained and compliant with regulations, policies, standards, and best practices.
• Lead Initiatives and Projects: Ensure compliance with change control and project management best practices.
• Manage Vendor Relationships: Oversee support and deliverables and participate in the technology contract and procurement process.
• Analyze and Recommend New Functionality: Prioritize and implement requested changes to the system.
• Create and Analyze Key Performance Indicators: Distribute and analyze metric reports.
• Stay Current with Industry Trends: Maintain knowledge of trends and their potential impact on IT service business.
• Ensure System Security: Familiarity with ServiceNow security best practices, system security, user access management, and backup/recovery procedures.
• Facilitate Requirements Gathering: Conduct workshops, stakeholder meetings, and user story writing sessions.
• Translate Business Requirements: Create clear and concise user stories, acceptance criteria, and sprint backlog items.
• Collaborate with Development Teams: Ensure alignment between business needs and technical solutions.
• Serve as Scrum Master: Facilitate sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Monitor Project Progress: Identify and mitigate risks and communicate project status to stakeholders.
• Coordinate User Acceptance Testing: Gather feedback from stakeholders to validate system functionality.
• Provide Guidance on Agile Methodologies: Support team members on agile practices and ServiceNow platform capabilities.
• Foster a Collaborative Environment: Promote continuous improvement and innovation.
• Act as Liaison: Ensure effective communication and alignment of priorities between business stakeholders and technical teams.

Knowledge and Requirements

• 5 years prior experience in an information systems or technical support leadership role working with ITSM tools
• Previous experience managing or working with a development team
• 4+ years ServiceNow experience performing both technical administration tasks (e.g., user provisioning, ticket management, reporting, and system maintenance) and functional tasks (e.g., requirements gathering and solution planning)
• Subject Matter Expert in ITIL V4 best practices.
• Practical experience with ITSM Practices including but not limited to Incident, Change, Problem, Request, Asset, Configuration, and Knowledge Management.
• Strong written and verbal communication skills.
• Available on a rotational basis as the Manager On-Call during off-peak hours to respond to escalation

Education and Experience

• Bachelor's degree in information technology or related field preferred or advanced certification in ITIL highly preferred.
• Certified ServiceNow System Administrator (CSA) required
• ITIL Foundation certification highly preferred
• HDI, KCS, Microsoft or other ITIL certifications preferred.
• Handson Experience in CSDM (Common Service Data Model) Implementation & Business Process Architecture & Mapping with Technical and Business Service structure
• 4+ years CMDB management experience, including ITIL/ITSM process ownership.
• 4+ years' experience in collaborating with stakeholders to capture CMDB requirements.

Selective Insurance offers a total rewards package that includes a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits designed to help you and your family stay healthy, achieve your financial goals, and balance the demands of your work and personal life. These benefits include comprehensive health care plans, retirement savings plan with company match, discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and paid time off plans. Additional details about our total rewards package will be provided during the recruiting process.

The actual base salary is based on geographic location, and the range is representative of salaries for this role throughout Selective's footprint. Additional considerations include relevant education, qualifications, experience, skills, performance, and business needs.

Selective is an Equal Employment Opportunity employer. That means we respect and value every individual's unique opinions, beliefs, abilities, and perspectives. We are committed to promoting a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences - and empowers employees to contribute new ideas that support our continued and growing success. Building a highly engaged team is one of our core strategic imperatives, which we believe is enhanced by diversity, equity, and inclusion. We expect and encourage all employees and all of our business partners to embrace, practice, and monitor the attitudes, values, and goals of acceptance; address biases; and foster diversity of viewpoints and opinions.