QTS Data Centers · 1 day ago
Manager, ServiceNow (Customer & Employee Experience)
Suwanee, GA
Full-time
Onsite
Senior Level
5+ years expQTS Data Centers is seeking a Manager for ServiceNow focused on Customer & Employee Experience. This role involves leading the delivery and improvement of ServiceNow capabilities to enhance IT service management and employee experiences, while overseeing a team and ensuring alignment with business objectives.
Cloud ComputingCloud InfrastructureData CenterWeb Hosting
No H1B
U.S. Citizen Only
Responsibilities
Provide leadership and oversight for ServiceNow ITSM and Employee Center capabilities across QTS
Own the end-to-end lifecycle of platform and Employee Center initiatives, from intake and planning through delivery, adoption, and ongoing support
Lead, mentor, and develop a team of ServiceNow administrators, analysts, and delivery resources focused on customer and employee experience outcomes
Partner with IT leadership, service owners, and business stakeholders to understand requirements, define priorities, and ensure alignment with QTS operational and service management goals
Establish, maintain, and continuously improve standards, governance, and operating practices related to ITSM and Employee Center
Ensure ITSM and Employee Center solutions are reliable, scalable, secure, and aligned with organizational and regulatory requirements
Oversee the operational health of ITSM processes, including incident, request, problem, and change support, ensuring service performance meets established SLAs
Guide enhancements, releases, and integrations related to ITSM and Employee Center while ensuring minimal disruption to business operations
Ensure effective documentation, training materials, and user guidance are in place to support consistent use and adoption of ITSM and Employee Center
Serve as a key point of contact between business users, IT teams, vendors, and partners to gather feedback and continuously improve the employee service experience
Manage resources, budgets, timelines, and delivery reporting for ITSM and Employee Center initiatives
Define and report on meaningful KPIs related to service performance, platform adoption, and team effectiveness
Stay informed on ServiceNow ITSM and Employee Center capabilities and industry best practices to identify opportunities for improvement and optimization
Other duties, as assigned
Qualification
Required
US Citizenship required
Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field, or equivalent combination of education and experience
5+ years of progressive experience in ServiceNow development, configuration and administration, including custom applications, workflows, integrations and reporting
At least 3 years of experience in managing and leading ServiceNow teams and projects
Certification as ServiceNow Administrator, Application Developer or Implementation Specialist
Strong knowledge of ServiceNow platform, modules and features, such as ITSM, ITOM, ITBM, HR, CSM and GRC
Experience in integrating ServiceNow with other systems and applications, such as Active Directory, LDAP, SSO, SAML, and OAuth
Excellent communication, presentation and interpretation skills, with the keen ability to translate technical concepts to non-technical audiences
Strong analytical, problem-solving and decision-making skills
Ability to manage multiple priorities and deadlines
Detail-oriented, organized and quality-focused, with a customer-centric mindset
Preferred
Experience in using ServiceNow tools and API's, such as Service Portal, Service Catalog, Discovery, Orchestration, REST and SOAP
Proficient in ServiceNow scripting languages, such as JavaScript, HTML, CSS, AngularJS and Jelly
Exposure to or experience with Automated Testing Framework (ATF) for ServiceNow
Familiarity with Nuvolo, especially evaluating impacts of ServiceNow upgrade releases
Success in managing external, 3rd party vendors (time and budget)
Microsoft and/or additional ServiceNow certifications are preferred
Experience with Atlassian suite of tools
MBA
Agile/Scrum experience
Benefits
Medical
Dental
Vision
Life
Disability insurance
401(k) retirement plan
Flexible spending and HSA accounts
Paid holidays
Paid time off
Paid volunteer days
Employee assistance program
Tuition assistance
Parental leave
Military leave assistance
QTS scholarship for dependents
Wellness program
Other company benefits
Company
QTS Data Centers
QTS is the digital infrastructure leader – Powered by People, driven by purpose and fueled by a spirit of innovation.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$2.74BKey Investors
General Atlantic
2025-08-13Debt Financing· $1.65B
2021-06-07Acquired
2020-09-23Post Ipo Debt· $500M
Leadership Team
Brent Bensten
CTO
J
Jon Greaves
Executive Vice President - Quality Special Operations
Recent News
2025-12-15
2025-11-08
Company data provided by crunchbase