Vaga de Senior IT Manager - ServiceNow

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. #LI-Hybrid We are seeking a highly skilled and experienced Senior IT Manager to join our Genesys team and lead the support and optimization efforts for our ServiceNow platform. As the Senior IT Manager, you will be responsible for ensuring the stability, scalability, and efficiency of our ServiceNow environment while also driving platform operations, innovation, and continuous improvement initiatives. Responsibilities: Provide expert-level support & implementation for the ServiceNow platform, including configuration, customization, integration, troubleshooting, and issue resolution. Lead and mentor a team of IT professionals responsible for supporting and maintaining the ServiceNow ecosystem. Collaborate with key stakeholders to understand business requirements and translate them into technical solutions within the ServiceNow platform. Drive the implementation of best practices and standards for ServiceNow configuration, security, and integration. Develop and maintain integrations between ServiceNow and other systems using modern integration techniques and tools running on AWS. Stay current with ServiceNow releases, updates, and new features, and assess their impact on our environment. Proactively identify areas for improvement and optimization within the ServiceNow platform and lead initiatives to address them. Work closely with vendors and third-party service providers to resolve complex technical issues and implement enhancements. Collaborate with the IT leadership team to develop and execute long-term strategies for the ServiceNow platform that align with business goals. Provide technical guidance and support during ServiceNow upgrades, migrations, and expansion projects. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degree preferred. Minimum of 8 years of experience in IT roles with increasing levels of responsibility, including at least 5 years of hands-on experience with the ServiceNow platform. Deep technical expertise in ServiceNow configuration, customization, and integration including but not limited to core ITSM, ITOM, TSOM & APM. Extensive experience with modern integration & automation techniques and tools running on AWS or similar. Strong understanding of business processes and work-intake flows within the ServiceNow platform. Excellent leadership, communication, and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders. Proven track record of successfully leading complex IT projects from inception to completion. Strong analytical and problem-solving skills, with the ability to quickly diagnose and resolve technical issues. ServiceNow certifications preferred. AWS certifications a plus. Experience with agile methodologies and project management frameworks (e.g., Scrum, Kanban) is a plus. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service" our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting. This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response. Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.