Enterprise Cloud Applications Manager I, ServiceNow

Company: Credit Acceptance
Location: Henderson
Posted on: November 16, 2024

Job Description:

Credit Acceptance is proud to be an award-winning company with local and national workplace recognition in multiple categories! Our world-class culture is shaped by dedicated Team Members who share a drive to succeed as professionals and together as a company. A great product, amazing people and our stable financial history have made us one of the largest used car finance companies nationally.Our Engineering and Analytics Team Members utilize the latest technology to develop, monitor, and maintain complex practices that help optimize our success. Our Team Members value being challenged, are encouraged to express their ideas, and have the flexibility to enjoy work life balance. We build intrinsic value by partnering with all functions of our business to support their success and make strategic business decisions. We focus on professional development and continuous improvement while enjoying a casual work environment and Great Place to Work culture!As the Enterprise Cloud Applications Manager I, you will lead a team responsible for the innovation, optimization, and management of cloud-based SaaS enterprise applications. You will drive a culture of continuous learning and technical excellence, ensuring the delivery of scalable, secure, and customer-centric solutions. Your role will involve strategically maximizing the investment in SaaS applications by driving adoption and ensuring seamless integration across the enterprise. Additionally, you will prioritize new business opportunities, enhance the team's expertise, and ensure that the team is appropriately staffed to effectively manage the applications with optimal efficiency.Outcomes and Activities:

• This position will work from home; occasional planned travel to an assigned Southfield, Michigan office location may be required. However, this position is permitted to work at a Southfield, Michigan office location if requested by the team member
• Lead the development and execution of a forward-looking SaaS strategy aligned with organizational goals
• Continuously evaluate and adopt emerging SaaS technologies, positioning the team as industry thought leaders
• Foster a culture of "customer obsession," ensuring product development maximizes user satisfaction and business impact
• Spearhead the adoption and integration of AI/ML technologies to enhance SaaS product capabilities, automate processes, and provide data-driven insights
• Act as a liaison between business units to ensure seamless collaboration across teams, delivering integrated SaaS solutions
• Foster a "One Team" mindset by encouraging cross-functional knowledge sharing, joint problem-solving, and collaborative solution design
• Manage relationships with SaaS vendors and partners, ensuring high service levels
• Negotiate contracts that align with strategic objectives and drive long-term value creation for the organization
• Implement SaaS operational best practices, including continuous deployment, fault tolerance, and disaster recovery strategies.
• Regularly optimize cloud solutions to maintain system efficiency, scalability, and reliability
• Develop and monitor KPIs related to SaaS delivery, customer satisfaction, and adoption
• Build and mentor a high-performing team by fostering a growth mindset, encouraging technical innovation, and providing professional development opportunities
• Set clear expectations, offer regular feedback, and recognize outstanding contributionsCompetencies: The following items detail how you will be successful in this role.
  • Customer Empathy: Customer Empathy is the ability to understand the perspectives, pain points, and experiences of customers. It involves actively putting oneself in the customer's shoes, comprehending their needs and challenges, and using that understanding to provide a better, more customer-centric experience.
  • Engineering Excellence: Engineering Excellence is about bringing great craftsmanship and thought leadership to deliver an outstanding product that delights customers and solves for the business. This involves the pursuit and achievement of high standards, best practices, innovation, and superior solutions.
  • One Team: A One Team mindset refers to a collaborative approach across the organization, where individuals work together seamlessly, without boundaries, as a single, cohesive team. Shared goals, open communication and mutual support create a sense of collective purpose. This enables teams to navigate challenges and pursue shared objectives more effectively.
  • Owner's Mindset:Owner's Mindset involves adopting a set of behaviors that reflect a sense of responsibility, accountability, strategic thinking, and a proactive approach to managing your domain. As an owner, you understand the business and your domain(s) deeply and solve for the right outcome for the domain(s) and the business.Requirements:
    • Bachelor's Degree or equivalent experience
    • Minimum of 1 year experience leading cloud engineering teams, including experience with conflict resolution, setting and enforcing performance expectations, mentoring and career guidance
    • Strong knowledge of ITSM best practices and hands-on experience in ServiceNow modules such as ITSM, ITAM, ITOM and CMDB to drive effective service delivery and system optimization
    • Cross-functional project execution, collaborating on and executing technical vision and strategy
    • Experience working with Agile and DevOps practices such as test driven,incremental releases, continuous integration, and deployment pipeline automation
    • Proficiency in managing and optimizing ServiceNow SaaS platforms. Hands-on experience in module configuration, customization, and integrations within these platforms
    • Lead a team of ServiceNow engineers and administrators to deliver high-quality solutions that meet organizational needs
    • Collaborate with cross-functional teams, including HR, Service Desk, and business units, to identify and implement ServiceNow solutions that improve business processes
    • Ensure adherence to ServiceNow best practices and governance models, driving standards for development and platform usage.
    • Work with stakeholders to develop and prioritize a roadmap for ServiceNow enhancements and new features
    • Experience with API Integration: Ability to manage API integrations between SaaS applications and other enterprise systems, ensuring seamless data flow and interoperabilityPreferred Experience:
      • 1 year experience of leading initiatives in a Java or Python ecosystem
      • Experience with ServiceNow modules such as CSM, HRSD, Custom Application designing and other specialized modules
      • Track record of identifying opportunities to improve outcomes via new tools and approaches, evaluating and measuring candidate solutions, and successfully advocating for their adoption
      • Usage of Continuous Integration/Continuous Delivery (CI/CD) practices and tools
      • Hands-on experience with ServiceNow development, scripting, and configurations
      • Proven ability to manage platform performance, upgrades, and system health
      • ITIL certification
      • Experience with Agile methodologiesKnowledge and Skills:
        • Ability to communicate complex technical information (both verbal and written) to all levels, including senior leadership
        • Ability to solve problems at the source by offering simple, working solutions
        • Responds promptly and effectively to resolve incidents, tasks, and projects
        • Demonstrated ability and motivation to teach others
        • Ability to gain trust of others and builds solid relationships across and vertically throughout the organization
        • Effectively prioritize and execute tasks in a high-pressure environmentTarget Compensation: A competitive base salary + an annual variable bonus (cash and equity) will range from $128,754 - $197,422. This position may also be eligible for a sign-on RSU grant.Final compensation within the range is influenced by many factors including role-specific skills, depth and experience level, industry background, relevant education and certifications, and geographic location.INDENGLP#zip#LI-RemoteBenefits
          • Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/ dental/vision and many nonstandard benefits that make us a Great Place to WorkOur Company Values:To be successful in this role, Team Members need to be:
            • Positive by maintaining resiliency and focusing on solutions
            • Respectful by collaborating and actively listening
            • Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
            • Direct by effectively communicating and conveying courage
            • Earnest by taking accountability, applying feedback and effectively planning and priority settingTo create an environment where people do their best work, we focus on the dimensions of Organizational Health. All leaders must:
              • Identify the Right People by recognizing top talent
              • Set Clear Expectations by managing change and directing others
              • Train team members and focus on developing talent
              • Performance Manage by ensuring accountability and driving results
              • Create the Right Environment by establishing trust and managing conflict
              • Maintain the Right Number of team members needed to build an effective teamExpectations:
                • Remain compliant with our policies processes and legal guidelines
                • All other duties as assigned
                • Attendance as required by departmentAdvice!We understand that your career search may look different than others. Our hiring team wants to make sure that this would be a fit not just for us, but for you long term. If you are actively looking or starting to explore new opportunities, send us your application! P.S.We have great details around our stats, success, history and more. We're proud of our culture and are happy to share why - let's talk!Required degrees must have been earned at institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent.Credit Acceptance is dedicated to providing a safe and inclusive working environment for all. As part of our Culture of Compliance, we are proud to be an Equal Opportunity Employer and value our culturally diverse workforce. All qualified applicants will receive consideration for employment regardless of the person's age, race, color, religion, sex, gender, sexual orientation, gender identity, national origin, veteran or disability status, criminal history, or any other legally protected characteristic.California Residents: Please click for the California Consumer Privacy Act (CCPA) notice regarding the personal information Credit Acceptance may collect from you.Play the video below to learn more about our Company culture.

Keywords: Credit Acceptance, North Las Vegas , Enterprise Cloud Applications Manager I, ServiceNow, Executive , Henderson, Nevada