ServiceNow Technical Lead Consultant (Bethpage, NY, US) - PSEG
Bethpage, NY
About the Job
Requisition: 79630
PSEG Company: PSEG Long Island
Salary Range: $ 101,600 - $ 160,900
Incentive: PIP 15%
Work Location Category: Remote Local
PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.
We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year.
PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.
Job Summary
This position is a direct report to the Applications Group Products Supervisor. This role has responsibility for the ServiceNow Platform and is accountable for the strategic development, support, and improvement of the product within PSEG LI. This includes developing the long-term vision for the product, identifying potential opportunities in conjunction with Architecture to optimize the benefits of ServiceNow for PSEG LI.
This includes responsibility for ServiceNOW ensuring proper operational support, and problem resolution input. As the technical lead consultant owner this role will:
• Design, develop and maintain user management and architecture across multiple environments in addition to providing solution recommendations.
• Advocate for exploring and leveraging standard solutions first.
• Ensure compliance with government and corporate security guidelines.
• Develop, administer and execute preventive maintenance programs, oversee problem management, perform root cause analysis and corrective action plans, providing vendor management and oversight, and administer and report on vendor and client SLAs.
• Serves as domain specific subject matter expert for their assigned product line.
• Keep informed and leads implementation of technical advancements in IT, including introduction of best practices.
• Oversight and management of the outsourced support team and associated contracts.
This position looks to the future strategy and development of the platform to coordinate with and prepare the business for potential upgrades and related considerations. May provide guidance and direction to one or support team members.
Job Responsibilities
Include but are not limited to:
• Develop and maintain the Road Map and associated Business Cases for the Product, aligning with Architecture and PSEG LI strategy.
• Prioritizes backlog, manages vendor for configurations and enhancements, supports/coordinates UAT testing, and production validation while ensuring business values/milestones are achieved
• Provide technical leadership and oversight of the ServiceNow Instances, the ServiceNow Centre of Excellence, the third party managed services and any escalations.
• Be fully accountable for the development, deployment, administration, and automation of the ServiceNow Platform.
• Maximize value by identifying additional business outcomes the platform can enable.
• Applies technical and functional skills to resolve issues and provide business solutions.
• Responsible for vendor oversite and vendor solutions. For example, end to end accountability, includin
o Ensures quality through the use of company-approved methodologies and ensures Quality Control and Assurance procedures are consistent with project specifications, client requirements and corporate policies
o Manages collaborative working relationship with selected Vendors.
o Ensures required change management activities take place as necessary.
o Applies applicable concepts, practices, and procedures.
o Ensure support SLAs are met by outsourced support team
• Manages product life-cycle based events and product regulatory requirements includin
o Manages Upgrades, Patching, and Disaster Recovery (DR) Events for ServiceNOW including updating of the DR plan, periodic testing and activation in the event of an emergency
o Coordinates with any planned outages affecting modules.
o Monitors and executes other IT regulatory compliance controls and may work closely with internal and external auditors.
• Responsible for SLA management, application health management, managing enhancement requests to ServiceNOW, minimizing customizations, leveraging configurations in the application, and maintaining integrations to other applications.
• Excellent understanding of and ability to configure systems to meet the needs of the business.
• Plans the delivery of the overall strategic plan(s) and activities in accordance with the product strategy; this includes new initiatives identification, budget estimates, and annual self-assessment and benchmarking plans.
• Provides planning and strategy input to enable business processes to become more efficient and effective by maximizing value from business integration and usage of ServiceNOW and other application solutions.
• Plans and leads new project work, creates roadmaps for application upgrades and enhancements.
• Proficient in project estimation and developing timelines.
• Must be available for callout 24 X 7
Job Specific Qualifications
Required:
• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Math or a related technical field
• 6+ years of ServiceNOW experience.
• 4+ years proven experience working with project teams to determine implementation strategy
• 2+ years proven experience with developing testing strategy for large complex projects
• Must demonstrate strong leadership skills
• Ability to work independently on technical issues
• Must be able to work and effectively communicate with a wide range of people – peers, vendors, leadership, customers, constituent groups, etc.
• Must demonstrate the ability to proactively communicate technical topics in a clear, succinct, and relevant way
• Must demonstrate strong analytical and problem-solving abilities
• Must have the ability to provide analytical conclusions and support recommended action/decisions with clarity, adjusting to meet the needs of the audience (technical v non-technical business partners/clients).
• Must have strong organizational and time management skills
• Must be detail oriented and demonstrate ownership and accountability
• Must be proficient in Microsoft office including MSProject or similar project management tool; MS Visio
• Must be proficient in IT analysis methodologies (i.e. process flow definition, data flow diagramming, etc.).
• Must demonstrate strong verbal and written communications skills and consultative skills
Desired:
• ServiceNow certification preferred or deep experience working with ServiceNow and managing support with/through 3rd parties.
• Technical/software certification such as AWS certification, etc.
• Graduate degree or MBA
• ITIL Certification
• CMMI experience
Minimum Years of Experience
Education
Certifications
Disclaimer
Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.
PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.
As an employee of PSEG you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.
For all roles, PSEG’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for such a positive result.
PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers. This site is strictly for candidates who are not currently PSEG employees, with the exception of PSEG employees who do not have company email addresses.
PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com.
If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.
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