Manager, ServiceNow IT Owner

For over 75 years, BIC has been creating ingeniously simple and joyful products that are a part of every heart and home.

As a member of our team, you'll be a part of reigniting a beloved brand as we continue to reimagine everyday essentials in new, sustainable and responsible ways.

Our "roll up your sleeves and get the job done" approach to work creates an environment where self-starters, problem solvers and innovative thinkers thrive. BIC team members are empowered to take ownership of their careers and bring their unique perspectives to the table to make a meaningful impact on our mission.

It's a colorful world - make your mark by joining the BIC team today.

In this role your main missions will be following:

• Act as Global IT Owner of ServiceNow platform, including:

  • ServiceNow Platform Management:

    • Administer and maintain the platform, ensuring its stability, security, and performance.

    • Configure, customize, and enhance ServiceNow modules to align with business processes.

    • Collaborate with cross-functional teams to understand and translate business requirements into ServiceNow solutions.

  • ServiceNow Development and Integration:

    • Develop and implement ServiceNow applications, portals, forms, reports, and workflows.

    • Integrate ServiceNow with other systems to streamline processes and data flow.

  • ServiceNow Reporting and Analytics:

    • Create and maintain reports, dashboards, and KPIs to provide insights into service performance and operational efficiency.

  • ServiceNow Governance and Compliance:

    • Ensure adherence to governance standards, including data privacy and security regulations.

    • Ensure good documentation.

    • Participate in audits and implement necessary controls to maintain compliance.

  • Continuous Improvement:

    • Identify opportunities for process enhancements and recommend improvements to streamline IT service management.

  • Oversee L1&L2 support teams, and ensure L3 support when needed (with software vendor)

• Stay informed about industry trends and emerging technologies to drive innovation.

• Engage with vendors and service providers, manage third party delivery teams.

• Be a trusted counterpart for all departments using the system, and collaborate with other IT teams with ServiceNow eco-system

What you'll bring to BIC:

• Be autonomous: know how to organize the work to reach the objectives defined by the CoE.

• Be a team player: know how to organize a project and ensure good relationships with different stakeholders (internal, IT, external)

• Adopt a service-oriented behavior: know how to interact with sponsors and report/follow activities (project, budget, risk, service continuity)

• Be multi-task: know how to act as key point of contact for Support activities as well as on project mode, with different stakeholders.

• Be rigorous and knowledge capture oriented.

• Project management skills and proven records of IT project delivery are required

• Proven experience in administering, configuring, and customizing the ServiceNow platform.

• Strong knowledge of ServiceNow ITSM and CSM modules (certifications are desired)

• Proficiency in JavaScript and ServiceNow scripting.

• Experience in ServiceNow development, including building custom applications and integrations.

• Solid understanding of service catalog design and self-service portals.

• Familiarity with incident, problem, and change management processes.

• Competence in creating and managing ServiceNow reports and dashboards.

• University degree in either IT or Business

• Fluent English, good presentation skills, French language is a plus

Additional information:

• The role may require occasional travel for training, conferences, and vendor engagements.

• You will be part of a dynamic IT team and play a pivotal role in enhancing service management across the organization.

• Opportunities for professional development and certifications related to ServiceNow will be available.

BIC is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.

BIC is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means