Role Description:
You will oversee platform development, integrations, and operational support for core modules such as ITSM, ITOM, HRSD, and others that support critical functions across the business. In addition, the role requires analyzing technology trends, human resource needs, and market demands to plan projects that ensure the platform's resilience and future readiness. The manager will collaborate with stakeholders across departments, including Security, Legal, HR, and IT, to determine the feasibility, scalability, and cost-effectiveness of ServiceNow solutions
Coaching/Mentoring
Is responsible for coaching team members and stakeholders at various levels, sharing knowledge of the ServiceNow platform, and guiding their professional development in line with organizational goals.
Managing People
Is responsible for fostering the personal development of individuals by assisting in the creation of development plans and providing stretch opportunities.
Manage performance by setting objectives and KPIs relevant to ServiceNow capabilities, giving regular feedback, and collaborating with HR on performance management.
Managing Teams
Ensure team delivery by monitoring the health of ServiceNow projects, tracking roadmap progress, and resolving blockers in a timely manner.
Engage stakeholders by reporting on progress and challenges, and actively participate in recruitment to ensure the team’s growth aligns with the platform’s needs.
Focus on reducing manual work within ServiceNow by leveraging platform capabilities like Flow Designer, Workflow Editor, and UI Policies.
Drive automation initiatives that improve the efficiency of ITSM processes, change management workflows, and incident resolution.
Responsible for reducing operational costs by using automation to streamline ServiceNow maintenance activities, ensuring the platform stays current with minimal human intervention.
Responsible for resolving live ServiceNow production issues, minimizing business disruption by addressing incidents within key ServiceNow modules (e.g., ITSM, HRSD, WSD, LSD).
Improve the overall platform reliability by conducting root cause analysis and implementing long-term solutions.
Ensure that all incidents are logged, tracked, and resolved in line with agreed Service Level Agreements (SLAs), contributing to post-incident analysis and platform improvements.
Ensure the security and compliance of the ServiceNow platform by following company policies and industry best practices, such as ITIL standards and GDPR regulations.
Guide team members in maintaining a secure environment across ServiceNow modules, ensuring audit readiness.
Responsible for documenting platform architecture, runbooks, and operational procedures to ensure continuity in operations and reduce reliance on specific individuals.
Advise on platform design and architecture, ensuring that solutions meet both functional and non-functional requirements.
Align ServiceNow’s technical direction with broader organizational goals by providing context on architectural decisions to various stakeholders.
Set clear architectural objectives by evaluating platform enhancements, ensuring they contribute to the long-term scalability and maintainability of the ServiceNow ecosystem.
Enhance the observability and reliability of the ServiceNow platform by implementing Performance Analytics and setting appropriate metrics to track system health.
Guide junior team members in setting up effective monitoring practices to ensure proactive incident management.
Continuously review performance data and capacity planning metrics to identify potential bottlenecks and scalability issues, ensuring the platform operates efficiently under current and future workloads.
Critical Thinking (ServiceNow)
Systematically identify patterns and underlying issues in complex situations related to the ServiceNow platform.
Apply analytical thinking to solve problems, balancing platform capabilities with business requirements.
Evaluate and develop platform improvements by reviewing plans objectively and suggesting "SMART" enhancements to optimize ServiceNow’s performance within Booking.com.
Effective Communication (ServiceNow)
Deliver clear, well-structured information about the ServiceNow platform to various stakeholders, using appropriate communication channels. Adapt the message for different audiences, from technical team members to business leaders, ensuring the information is both accessible and actionable.
Facilitate solution-building by engaging with stakeholders in meaningful discussions, actively listening, and asking relevant questions to fully understand platform needs and challenges.
Quality and Process Improvement (ServiceNow)
Identify opportunities to enhance ServiceNow processes and performance by regularly reviewing current workflows and platform usage.
Design and implement improvements to reduce inefficiencies and increase the effectiveness of the platform.
Define and standardize best practices across the ServiceNow environment to enable consistent, high-quality delivery and support of the platform’s services.
Qualifications & Skills:
ServiceNow Expertise: Advanced knowledge of the ServiceNow platform, including experience with core modules such as ITSM, ITOM, HRSD, CSM, and integrations with third-party systems. Familiarity with platform architecture, development, and customization is essential.
Automation and Scripting: Proficiency in creating workflows, automating processes, and scripting within ServiceNow using tools like Flow Designer, Business Rules, and Script Includes.
Incident and Problem Management: Experience in handling technical incidents and resolving platform-related issues, ensuring minimal disruption to business processes. Knowledge of ITIL processes and implementing solutions to improve service reliability.
Leadership and Team Management: Proven experience in managing and coaching technical teams, providing guidance in both technical and personal development. Ability to manage team performance, set KPIs, and align team objectives with broader organizational goals.
Architectural and Technical Guidance: Expertise in providing architectural guidance within the ServiceNow environment, ensuring solutions are scalable, secure, and aligned with organizational needs. Ability to assess platform enhancements and design improvements to meet long-term goals.
Security and Compliance: Strong understanding of security best practices, including GDPR, ITIL, and other industry standards. Experience in ensuring platform compliance and implementing security measures across ServiceNow modules.
Monitoring and Performance Tuning: Familiarity with monitoring and performance analytics within ServiceNow, including setting up appropriate metrics and KPIs to track system health and capacity planning.
Critical Thinking and Problem Solving: Ability to apply logical and analytical thinking to identify patterns and underlying issues in complex platform scenarios. Experience in evaluating solutions and implementing SMART improvements within the ServiceNow environment.
Effective Communication: Strong communication skills, with the ability to convey complex technical concepts clearly to stakeholders across different levels of the organization. Experience in facilitating discussions, gathering requirements, and providing clear updates on platform performance and improvements.
Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , as well unique-to-Booking.com benefits which include:
Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit
Application Process:
This section should provide:
Let’s go places together:
Detailed instructions on post-application requirements including any required application materials, deadlines, portfolios, coding challenges, or other assessments as defined by BU or department.
This role does not come with relocation assistance.
Pre-Employment Screening
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.
