AddressJob Description:
The Manager of ITSM will be responsible for providing technical oversight and direction in support of asset lifecycle management for VF and taking a leading role in the ownership and maintenance of the company's global IT Asset Management system to support ITSM disciplines within ServiceNow and across platforms as required. This includes the development of defined processes and procedures associated with asset lifecycles, discovery, planning, monitoring, recording, reporting, and tracking of assets to ensure ongoing compliance within the ServiceNow platform. Attention to data governance & accuracy, continuous improvement, and industry Best Practice is critical.
Key Responsibilities:
Manage a Team of ServiceNow Technicians to ensure all ITSM responsibilities are being achieved as required. Ensure ongoing empowerment and development of each team member to strengthen our team dynamic and maintain service delivery excellence.
Collaborate as required to manage Service Level objectives or agreements for Service Partners and VF internal support teams to drive appropriate ITSM value delivery to VF.
Utilize documented processes, templates, tools, and analysis to appropriately identify and govern CMDB & ITSM disciplines improvement areas and gaps that should be addressed to ensure ongoing accuracy. Ensure tracking and completion through the ServiceNow Continuous Improvement module.
Consolidating and assessing performance reporting from Service Providers and VF teams and publish results as required. Periodically presenting value creation results to Digital Technology Leadership.
Developing and driving to execution identified service improvement plans to maximize value delivery.
Maintain technical knowledge proficiency for ongoing management of VF’s Digital Assets within the platform.
Technical familiarity with IT platform areas (Workstations, Network, Unix, AS/400, Windows, Linux, etc.) as required to maintain digital asset accuracy.
Manage all Configuration Management queues, and resolve Incidents and Service Requests within Service Level Objectives/Agreements
Create initial records as required, maintain and update information to ensure accuracy and data integrity in the Digital Asset and Configuration Management System (CMS)
Support all ITSM processes (Incident, Problem, Request, Catalog, Portal) to include Change Management processes by maintaining accurate inventory of Configuration Items, owners, approvers, CI relationships, all relevant attributes and maintenance windows.
Update and maintain ServiceNow Integration credentials, Administer ServiceNow Groups, Group Memberships, Roles and Licenses.
Ensure ongoing subscription and license compliance.
Investigate and resolve exceptions and accuracy issues of the Configuration Management System (CMS)
Support tracking and correlation of Asset financial information in collaboration with Contract, Procurement and Finance Teams as required.
Support Inventory Capture and Physical Inventory Audit of all IT digital assets and record all findings, changes, physical location, and perform timely reconciliation and reporting in support of ITSM and ITAM processes.
Manage and attend CAB meetings as required.
Manage the ongoing Portal & Service Catalog items and workflow improvements with a focus on elevating the user experience.
Establish standard dashboards and reporting for all disciplines to manage ongoing exception issues and drive ITSM improvements.
Define, document and maintain ServiceNow CMDB and Asset workflow and processes as required.
Generate reports and perform data analysis to maintain asset lifecycle and ensure CMDB accuracy, and in support billing processes audits, contract renewals, projects, acquisitions, divestitures.
Manage our vendor and Asset Decommission and Disposal processes, validates invoices, and store Certificates of Destruction in support of IT Asset recovery, disposal and data destruction.
Administer, support and maintain all IT Asset Toolsets such as Flexera, ServiceNow CMDB, AssetTrack, Hardware/software Discovery Integration Points, etc.
Manage all discovery tools into ServiceNow to ensure ongoing accuracy of Digital Assets
Assist Software Asset Management as needed for reporting needs (all platforms) across VF Corp.
Provide training and support to team members and business partners as required.
Liaise and maintain strong relationships with DT Teams to ensure data accuracy for Assets, Configuration Items and their relationships.
Coordinate with Procurement, Contract, Technical Teams, and other various VF business contacts to understand technology landscape and ensure proper data integrity for VF Environment.
Research industry best practices and compare against the organization’s practices to establish benchmarks and improvement areas for managing IT digital assets.
Experience and Education Required:
BS/BA or equivalent 3-5 years’ work experience in related field
ITIL V3 certification preferred.
Minimum of 3 years practical ServiceNow experience
Prior experience managing teams
Experience with and understanding of managing Digital Asset Life Cycle model within ITSM tools
Ability to develop and document new processes, RACI matrices, and workflows (MS Visio) as needed to support changes in Digital Asset and Configuration Management processes and procedures
Understanding of Service Delivery and Service Level Metrics within a multi-vendor outsourcing model
Proficient in Microsoft Word, Excel (including pivot tables, VLOOKUP’s and Advanced Excel features), PowerPoint, Project, Visio, SharePoint, Zoom, Teams, Outlook, and Citrix
Proficient in ServiceNow CMDB and Asset data modeling, schema and classes
Knowledge with ServiceNow CMDB Structure / Microsoft SCCM / JAMF / Tanium / Flexera / LeanIX preferred.
ServiceNow Administrator Certification preferred. Hardware & Software Asset Management Certifications preferred.
Competencies
Takes initiative to learn and perform core duties and embraces additional responsibilities.
Makes a positive impression with excellent written and oral communication skills and is acknowledged as someone who is helpful.
Growth Mindset.
Ability to complete documentation, track and assess metrics accurately and efficiently.
Ability to work in a fast-paced environment, prioritize, track, and manage multiple tasks.
Collaborates effectively with teammates locally and at remote offices, contributes in peer meetings, and shares knowledge
Demonstrates high quality of character and integrity, is consistent and acts in line with a clear and visible set of values and beliefs.
Demonstrates a sense of urgency, understands and encourages adherence to VF corporate policy, ITIL Best Practices, SOX, PCI, and other regulatory guidelines with diligence.
Must be a self-starter, quantitative minded with strong analytic and problem-solving skills, and possess a proactive, innovative nature.
Strong proficiency in process development and implementation as well as demonstrated understanding of business systems usage to enable process; ability to clearly document processes.
Demonstrated experience delivering operational continuous improvement results focused on quality, service, user experience and cost savings.
Demonstrated results in executing multiple projects and integrated plans, Strong strategic and annual planning and execution skills.
Ability to build long-term, mutually beneficial, relationships; ability to partner with internal and external stakeholders to achieve common results.
Strong team and leadership skills; demonstrated ability to manage and influence others to achieve specific goals.
Exceptional decision-making skills based on a foundation of an appropriate level of consensus building and collaboration.
Strong analytical and data-oriented abilities; demonstrated skill in understanding & managing detail-levels of data.
Physical Requirements:
Some travel (domestic and/or international) may be required.
Requires on-call work.
May require weekend or shift work.
Hiring Range:
$106,400.00 USD - $133,000.00 USD annually
Incentive Potential : This position is eligible for additional compensation awards that may include an annual incentive plan, sales incentive, or commission potential. Specific details of the additional compensation eligibility for this position will be provided during the recruiting and interview process.
Benefits at VF Corporation : You can review a general overview of each benefit program offered, including this year's medical plan rates on www.MyVFbenefits.com and by clicking Looking to Join VF? Detailed information on your benefits will be provided during the hiring process.
Please note, our hiring ranges are determined and built from market pay data. In determining the specific compensation for this position, we comply with all local, state, and federal laws.
At VF, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us atpeopleservices@vfc.com. VF will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.
Pursuant to all applicable local Fair Chance Ordinance requirements, including but not limited to the San Francisco Fair Chance Ordinance, VF will consider for employment qualified applicants with arrest and conviction records.
VF Diversity Vision Statement VF is committed to creating an inclusive environment that welcomes and values the differences among all of our associates, customers, suppliers and the communities in which we live and conduct business. The continued success and growth of VF is enhanced through initiatives that promote diversity throughout VF around the world.VF is an equal employment opportunity/ affirmative action employer of minorities, females, protected veterans and the disabled. VF is committed to providing equal opportunities in employment, and treating our VF associates and VF applicants without discrimination on the basis of their race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, protected veteran status, HIV/AIDS status, or any other legally protected factor.
