Manager, IT - ServiceNow - Hawaiian Airlines (Hawaii)
Requisition Number 21-0008
Post Date 1/7/2021
Title Manager, IT - ServiceNow
Department Information Technology
City Honolulu
State HI
Part-Time No
Part-Time Weekend No
Description
At Hawaiian Airlines, we are all about welcoming our guests with Hawaiian hospitality and aloha, and taking care of our people, our home and the communities we serve. Join our ‘ohana and be a part of an exciting team of professionals dedicated to serving our kama‘āina and introducing our islands to the world!
*Position Overview*
This manager role on our IT Systems Operations team is accountable for the ServiceNow platform used by Hawaiian Airlines. This position is critical to the success of our airline as this leadership role is accountable for managing a team of IT analysts and developers who ensure the platform is always available as it is core to running key functions such as IT Service Management and IT Service Desk.
In general, IT Management is also responsible to maintain and enhance the culture of Hawaiian Airlines and the Information Technology department. They communicate the business and technology strategies and tactics in an effective and consistent manner. Managers are accountable to build and lead a team to achieve ambitious goals and to deliver honest and timely feedback to employees.
Managers are responsible for managing partnerships with other departments, business partners, and vendors to maximize the delivery of services. They are accountable for their team’s overall financials and managing the department’s resources effectively.
*Key Responsibilities*
* Oversee the ServiceNow platform, lead analysts and developers who maintain and grow the platform used for but not limited to IT Service Management, IT Service Desk, IT Operations Management, IT Services Portal, Discovery, Asset Management, Demand Management, and Emergency Self Report
* Develop a roadmap for the ServiceNow platform based on input from internal stakeholders, customers, and product releases to create and maintain adoption, engagement, and enablement of the platform
* Work closely with other IT teams to deliver capabilities and automation solutions such as monitoring, alerting, and deploying using ServiceNow
* Deliver regular (i.e., monthly, quarterly) performance metrics of the ServiceNow platform
* Cascade corporate and IT department’s goals by setting short-term direction and annual goals and communicate the goals to team members, customers, and stakeholders
* Cultivate, support, and promote an organizational culture that provides for high performance, high morale, integrity, teamwork, continuous learning, continuous feedback, and work-life balance
* Build and lead a team in achieving ambitious goals, providing regular feedback and driving continuous improvement
* Drive the implementation of functionally appropriate, technically sound and integrated technical solutions and ensure the quality, consistency and integrity of IT’s execution and supporting documentation
* Manage employee and vendor resources as assigned
* Partner & collaborate with teams across Hawaiian Airlines and manage to a continued focus on customer needs and requirements and effective customer communication
* Participate and share in cross-departmental leadership responsibilities including strategy, tactics, goal setting, staff selection & workforce management, budgeting and operational excellence
* Support effective stewardship of the company’s resources by following financial controls processes, producing accurate forecasts, managing budgets and monitoring the overall productivity of the functions managed
* Understand and adhere to Enterprise Architecture strategy & standards
* Other duties as assigned
Requirements
*Minimum Requirements*
* Bachelor’s degree (in lieu of degree – 9 years of experience in an IT environment)
* 5 years of work experience in an Information Technology environment, including 2 years of experience in a management or team leader or project leader capacity
* Demonstrated experience at managing medium-sized IT initiatives, projects and/or change efforts
* Proficiency in administering the ServiceNow platform, implementing modules, capabilities, upgrades, and integrations
* Proficiency of ITIL methodologies and ITSM/ITOM concepts
* Excellent partnering, negotiation and communication skills
* Ability to work effectively and communicate clearly in a strong customer service/team-oriented environment
* Ability to uphold policies, procedures and standards for the organization
* Excellent ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
* Ability to understand complex business and technical issues and make appropriate decisions/trade-offs as required
* General business acumen including understanding product strategy across market segments and function across products
* Proficient understanding of business processes being supported by assigned system(s) across business customers
* Ability to model a growth/learning mindset and establish a culture of continuous improvement
* Proficient knowledge of project management methodology
* Proficient knowledge of systems (i.e., computer, networking, platforms) and SDLC
*Preferred Qualifications*
* B.S./B.A. or M.S./M.B.A. in Computer Science, Engineering, or Information Systems
* ServiceNow certifications such as Certified System Administration, Application Development
* Experience in development of applications using Java (or .NET/C#), JavaScript, jQuery, AngularJS and ReactJS
* Proficient knowledge of SOX and PCI compliance and experience with audits and remediation efforts to be compliant
* Project Management or Scrum certification
*About Hawaiian Airlines*
Hawaiian®has led all U.S. carriers in on-time performance for each of the past 16 years (2004-2019) as reported by the U.S. Department of Transportation. Consumer surveys by/Condé Nast Traveler/,/Travel + Leisure/and/TripAdvisor/have placed Hawaiian among the top of all domestic airlines serving Hawai‘i.
Now in its 92nd year of continuous service, Hawaiian is Hawai‘i's biggest and longest-serving airline. In 2019, Hawaiian offered nonstop flights between Hawai‘i and more U.S. gateway cities (13) than any other airline, along with service connecting the islands with Japan, South Korea, Australia, New Zealand, American Samoa and Tahiti. As a result of the COVID-19 pandemic, Hawaiian is offering an adjusted schedule of daily flights within the Hawaiian Islands, and between Hawai‘i and the U.S. mainland as well as Japan.
The airline is committed to the health and safety of its guests and employees and has reinforced enhanced cleaning procedures across its business. While the experience may be a little different, the authentic Hawaiian hospitality remains unchanged. Additional details on how Hawaiian is keeping guests and employees safe can be found atHawaiianAirlines.com/KeepingYouSafe.
Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available atHawaiianAirlines.com. Follow Hawaiian’s Twitter updates (@HawaiianAir), become a fan on Facebook (Hawaiian Airlines), and follow us on Instagram (hawaiianairlines). For career postings and updates, follow Hawaiian’sLinkedInpage.
For media inquiries, please visit Hawaiian Airlines’online newsroom.
* Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
* Please view Equal Employment Opportunity Posters provided by OFCCP.
* The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
* This article was originally published here
