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Manager Service Integration - ServiceNow

Full Time

Way of Work : Hybrid

Salary: $125,800 - $188,600, plus annual bonus

Location: Merrillville, IN or Columbus, OH

Relocation Assistance Provided

The End User Services Organization provides operational support and innovative solutions for the NiSource end user environment.

The Manager, Service Integration - ServiceNow is a senior member of the IT Services Tower, responsible for managing any and all operational aspects of NiSource Computing environment in conjunction with Managed Service providers and other Technology Tower Leads. Candidate should have managerial and technical IT Operations experience as well as planning and execution experience. Candidate should also have a proven track record that demonstrates the sense of urgency and commitment required for managing a 24/7 operating environment, a proven track record of managing and developing employees and a solid understanding of the Information Technology Infrastructure Library (ITIL) practices for IT service management (ITSM).

Your responsibilities may include, but are not limited to:

• Deliver efficient and effective management of IT Operation Services including Incident, Problem, Change, Knowledge Management, Request, Catalog, Configuration and Service Management disciplines

• Accountable for the health, development and oversite of the ServiceNow platform

• Provide oversight over the ServiceNow Product team leveraging agile methodology

• Provide executive operational performance metrics by collecting and analyzing trends associated with the operations of the systems such as capacity, response time, incident rate etc.

• Perform oversight of cross-provider Change and Problem Management integration functions, including Change Advisory Board (CAB) and Problem Management Review meetings

• Define, communicate and educate others with new/modified service management process areas

• Ability to develop and sustain solid working relationships with stakeholders across departments and vendors

• Professionally develop self and staff by seeking out educational opportunities/knowledge transfer; keeping abreast of professional standards and publications; maintaining personal networks and participating in professional organizations Ensure each process is well documented and the documentation is readily accessible

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum Qualifications

• Bachelor’s degree or equivalent work experience

• 5+ years of experience working with ServiceNow

• 3+ years of experience managing direct reports

• ITIL Foundation v3 or higher certification

Preferred Qualifications

• Master’s degree

• Familiarity with the Energy Industry

Disclaimer

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position

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Inclusion & Diversity

Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.

Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Equal Employment Opportunity

NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, genetic information, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities.

Safety Statement

Promote a safe work environment by actively participating in all aspects of our employee safety program. Report any unsafe conditions and take actions to prevent personal injuries. Support our interdependent safety culture by ensuring the safety of your co-workers. Stay focused on the task at hand and promote productivity through good work habits.

Salary Range:

$125,800.00 - $188,600.00

Posting Start Date:

2024-03-20

Posting End Date (if applicable):

Please note that the job posting will close on the day before the posting end date.

At NiSource, you'll be part of the team serving nearly four million customers throughout the Midwest and Mid-Atlantic, who count on us to energize their homes and businesses. Whether speaking with customers by phone, analyzing financial data or installing new gas lines in a neighborhood, you’ll meet exciting challenges each day and make the most of your skills and talents. And you’ll be part of a company that was named by Forbes magazine as one of America’s Best Large Employers.

We're looking for talent from all backgrounds. We invite candidates of all abilities to come as they are and do what they love. Through our years of successful growth, we’ve stayed true to our roots by making a difference in the lives of millions of our customers. If you’re interested in joining an inclusive, innovative company that fosters opportunity for growth, NiSource might be the place for you.