Fusion HCR is hiring! Are you a ServiceNow expert looking for an exciting opportunity to make a real impact? As the Manager – ServiceNow, you'll take the lead in driving the maturity of our organization’s service management processes, leveraging the powerful ServiceNow platform. In this role, you’ll help shape and implement key ITIL processes, including Incident, Problem, Change, Asset Management, Service Catalog, and more, across both corporate and property locations.

You’ll partner with a collaborative team of professionals to design, configure, and optimize workflows, while also driving automation and reporting strategies that improve our overall service management operations. If you’re passionate about ServiceNow, enjoy working in a dynamic, fast-paced environment, and thrive in making complex systems work for the business, this is the role for you!
Key Responsibilities:

• Lead Process Design and Implementation: Work with property teams to develop and implement standardized ServiceNow processes, including configuration, integration, testing, and solution design to optimize workflows and enhance the user experience.
• Collaborative Documentation and Support: Develop clear, concise technical and process documentation, utilizing ServiceNow's knowledgebase to share insights and solutions with end-users and internal teams.
• Consultation and Enhancement Design: Engage with end-users to gather requirements, define enhancement needs, and offer guidance on improving service management processes. Be the bridge between business requirements and technical solutions.
• Drive Continuous Improvement: Champion the development of integrations and process automation within the ServiceNow platform. Focus on improving ServiceNow's performance, health, and compliance, ensuring all audit requirements are met efficiently.
• Reporting & Dashboards: Create impactful reports and dashboards that provide actionable insights for management and ensure data-driven decision-making across the organization.
• Leadership & Roadmap Development: Lead Steering Committee meetings, assist in the development of long-term roadmaps, and provide strategic input to drive the evolution of ServiceNow and its applications.
• Improve Self-Service Capabilities: Enhance the Self-Service experience by streamlining processes in ITSM/ITIL, Incident Management, Service Catalog, and more, empowering users to solve issues on their own.
• Workplace Safety & Consistency: Ensure all duties are carried out in a safe manner, with a commitment to consistent attendance and the highest standards of service.

Who You Are:

• ServiceNow Pro: You have 3-5 years of experience as a ServiceNow user or application owner, with hands-on experience configuring core modules like Service Catalog, Incident/Problem Management, and Asset Management.
• ITSM Savvy: You understand ITIL processes and ITSM solutions design, with 3-5 years of experience in this field. Bonus points if you have ServiceNow Administrator certifications!
• Problem Solver: You’re a strategic thinker with excellent analytical, problem-solving, and troubleshooting skills. You love taking on complex challenges and finding solutions that make systems and processes work better.
• Strong Communicator: Whether it’s with technical teams or business users, you know how to communicate technical information clearly and effectively, making it understandable for any audience.
• Team Player: You thrive in collaborative environments and enjoy working with diverse teams across different levels of an organization to achieve common goals.
• Adaptable & Resilient: You’re comfortable in a fast-paced, constantly evolving environment, and you excel under pressure, juggling multiple tasks while maintaining attention to detail.
• Customer-Focused: With a strong service orientation, you prioritize the needs of the business and end-users, always striving for excellence in service delivery.

Minimum Qualifications:

• Education: A Bachelor’s degree in MIS, Computer Science, or a similar technical field, or relevant industry experience.
• Experience: 1-3 years as a ServiceNow user or application owner, with 3-5 years of experience in ITSM solutions design and development.
• Certifications: Certified ServiceNow Administrator (preferred), Certified Advanced ServiceNow Administrator (a plus).
• Regulatory Knowledge: Familiarity with working in highly regulated environments (e.g., MICS, PCI, SOX) is a plus.
• Communication Skills: Excellent interpersonal skills and the ability to effectively engage with various stakeholders across the business.
• Flexibility: Ability to work varying shifts, including nights, weekends, and holidays as needed.

Why Join Us?
We’re proud to foster an inclusive, dynamic, and innovative environment where your contributions will directly impact our global operations. As a ServiceNow Manager, you’ll play a key role in advancing the tools and systems that power one of the world’s most iconic hospitality brands.
This is a fantastic opportunity to grow your career in a supportive, forward-thinking organization that values continuous learning, professional growth, and cutting-edge technology. If you're ready to take on a challenging and rewarding role with a global leader in hospitality, we’d love to hear from you!