Manager, Site Reliability Engineer

Summary

Join NBCUniversal's Enterprise Technology Site Reliability team as a ServiceNow Platform Development Manager and lead the development and execution of the SRE ServiceNow platform roadmap. Collaborate with the SRE team and other NBCU teams to manage the ServiceNow Platform software development lifecycle, ensuring seamless Agile methodology integration and timely delivery of high-quality ServiceNow-based products and platforms. The ideal candidate will possess strong ServiceNow Agile Development and Operational Support skills, utilizing DevOps tools and methods, data analysis, and ITSM principles. You will also need a strong grounding in IT/Infrastructure Management, Monitoring and Automation Technologies, and Application Maintenance and Support principles. This fully remote position offers competitive compensation and benefits, including medical, dental, and vision insurance, 401(k), paid leave, and tuition reimbursement.

Requirements

• Requires a bachelor’s degree in Information Technology, Computer Science, or related fields
• In lieu of a bachelor’s degree, extensive familiarity with the field’s concepts, practices, and procedures is required
• 10+ years of ServiceNow experience, with expertise in ITSM, ITAM, SecOps, GRC, and TPRM
• 5+ years of experience leading software or application development teams
• Strong expertise in ServiceNow architecture and design, including workflows, custom applications, and integrations
• Proven ability to manage complex, large-scale projects while meeting deadlines and business objectives
• Proficiency in scripting languages such as JavaScript and Glide, as well as frameworks like HTML, CSS, AngularJS, SASS, and Bootstrap
• Solid understanding of CMDB, Asset Management, Incident, Problem, and Change Management processes
• Experience integrating ServiceNow with external systems using REST/SOAP APIs and Integration Hub/Spokes
• Familiarity with Agile, Scrum, and Kanban methodologies
• Knowledge of both functional and non-functional software testing, including automated testing
• Familiarity with implementing CI/CD pipelines and Release Management best practices
• Effective communicator (written and verbal) with both technical and business audiences
• Self-driven and resourceful, capable of achieving goals independently and collaboratively
• Ability to understand complex business needs and adapt appropriately
• Willingness to learn and adapt to new processes, solutions, and platforms relevant to Site Reliability Engineering, including Automation and Event Management platforms, ServiceNow, JIRA, and general ITSM principles
• Ability to build effective cross-functional relationships in support of delivering enterprise-wide solutions
• Fully Remote: This position has been designated as fully remote, meaning that the position is expected to contribute from a non-NBCUniversal worksite, most commonly an employee’s residence

Responsibilities

• Lead the development and implementation of ServiceNow solutions, ensuring alignment with business goals and industry best practices
• Manage and mentor a team of software developers and engineers, fostering a collaborative and high-performing environment
• Oversee the recruitment, onboarding, and professional development of team members to ensure a continuous supply of top talent
• Establish coding standards, best practices, and development processes to promote code quality, maintainability, and efficiency
• Identify opportunities to enhance employee knowledge, capabilities, and skills to support future growth
• Address development bottlenecks, risks, and roadblocks to ensure timely delivery of features and enhancements
• Partner with other leaders across the organization to provide a consistent and excellent customer experience
• Collaborate with vendors and internal IT teams to assess system capabilities, identify enhancements, and implement upgrades as needed; manage relationships with external vendors and service providers
• Generate new, improved, or unique solutions and embrace new ideas to sustain and expand organizational offerings, focusing on continuous improvement and innovation
• Evaluate current business and technical processes to identify opportunities for automation and efficiency improvements
• Define key quantitative and qualitative KPIs
• Translate product requirements into technical specifications, ensuring clear communication and alignment between development and product teams
• Stay abreast of emerging technologies and industry trends to continuously explore opportunities to enhance capabilities
• Ensure technical solutions align with ServiceNow best practices and deliver optimal performance
• Advise on leveraging pre-built capabilities to minimize customization
• Assist in building a product development vision and multi-year roadmap, considering the Now Platform and ServiceNow innovation pipeline
• Document action items as agile work items, including epics, user stories, and their acceptance criteria
• Participate in Agile ceremonies such as Scrum meetings and product sprints
• Manage ongoing operational support activities to address issues and facilitate continuous improvement

Preferred Qualifications

• Comfortable leading in both technical and organizational contexts
• Experience working with large global/multinational corporations
• ServiceNow certifications such as Certified Implementation Specialist, System Administrator, and Application Developer
• Experience working with App Engine Studio
• Experience working with Delegated / Citizen Developers
• Familiarity with Site Reliability Principles and Automation Technologies such as Ansible and Puppet

Benefits

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks