Application Manager

Purpose

Application Manager is responsible for the entire life cycle of the application- from the start of operation to the final switch-off: coordinates and steers development and operation, is responsible for compliance with the agreed Service Level Agreements and bears commercial responsibility for budget of the application.

Key accountabilities
•    Filling the role of Application Manager with functional leadership of the Application Team.
•    End-to-end responsibility for the ServiceNow customer portal.
•    End-to-end responsibility for DoItNow /ITSM 2.0.
•    Managing and optimizing collaboration between responsible teams and roles.
•    Plan and implement measures to improve customer satisfaction of internal and external customers.
•    Ensure and improve robustness, stability, reliability and maintainability of the platform.
•    Ensure good and optimized collaboration between Customer Portal and DoItNow/ITSM 2.0.
•    Increase the professional and technical expertise in terms of a Center of Excellence.
•    Ensure that Bugfixes, Enhancements, new features and improvements are implemented tested and deployed into production in a fast, agile, professional and secured way.
•    Ensure a good communication to our customers and requesters.
•    Ensure the compliance and Security of the customer Portal and DoItNow.
•    Support and guide project managers on potential risks, dependencies and issues regarding their impact on a successful deployment.
•    Ensure that we stay close to the Out of the box ServiceNow standard.
•    Implementation and support of Change Management, Configuration Management and Release Management.
•    Introduce DevOps between Application Operation and Application Maintenance in the team Customer Portal and team DoItNow.

Education

• Master’s degree (Information technologies, Business management or comparable qualification)

Certification

• ITIL certification - Expert ITIL processes knowledge.
• Agile\Scrum certification - Good knowledge of agile methods and structured, independent work with high quality awareness.

IT Skills

• 10+ years of IT experience with building and advocating solutions in ITSM space.
• Very good knowledge and many years of professional experience (> 5years) with ServiceNow.
• Several years of experience in solution design and in the role of product owner and/or Development lead.
• Knowledge in Catalog Management and with Customer Frontends.
• Experience in ensuring application compliance (PSA procedures, SDSK etc.).
• Theoretical and preferably also practical knowledge of DevOps methods and mindset.

Soft Skills

• Several years of experience (> 5years) in functional leadership.
• Good communication and presentation skills, ability to work in a team, high self-motivation and flexibility.
• High level of problem-solving skills and good conflict management skills.
• Willingness to learn new things.

Other Skills

• Very good process and methodological skills.
• Knowledge and experience in the release and change management process.
• Good project management skills (preferably with PMI\PMP or relevant PM Certification).
• Experience working in interdisciplinary, international teams.

Languages

• English - Upper intermediate (B2)
• German - Upper intermediate (B2) - advantage