Manager, Site Reliability Engineer (ServiceNow)

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation. Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world. Comcast NBCUniversal has announced its intent to create a new publicly traded company ('SpinCo') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025. NBC Universal’s Enterprise Technology Site Reliability team improves system reliability by anticipating and solving failures through standardization and automation of underlying processes and technology, ensuring that our platforms and services are available to users when they are needed. We use a data driven approach in identifying and prioritizing reliability work, minimizing toil, while reducing the costs of system failure. We provide services across our broad and diverse portfolio of brands. The ServiceNow Platform Development Manager will play a crucial role in driving the development and execution of our SRE ServiceNow platform roadmap. Collaborating closely within the SRE team and other NBCU teams, your primary responsibility will be to lead and manage the ServiceNow Platform software development lifecycle, ensuring the seamless integration of Agile methodologies and the timely delivery of high-quality ServiceNow-based products and platforms The successful candidate will possess a strong understanding of ServiceNow Agile Development and Operational Support utilizing DevOps tools and methods, Data Analysis and ITSM principles. In addition, the ideal candidate will possess a strong grounding in IT/Infrastructure Management, Monitoring and Automation Technologies, Application Maintenance and Support principles, and have experience analyzing information to create improvement plans. Responsibilities:

• Lead the development and implementation of ServiceNow solutions, ensuring alignment with business goals and industry best practices.
• Manage and mentor a team of software developers and engineers, fostering a collaborative and high-performing environment.
• Oversee the recruitment, onboarding, and professional development of team members to ensure a continuous supply of top talent.
• Establish coding standards, best practices, and development processes to promote code quality, maintainability, and efficiency.
• Identify opportunities to enhance employee knowledge, capabilities, and skills to support future growth.
• Address development bottlenecks, risks, and roadblocks to ensure timely delivery of features and enhancements.
• Partner with other leaders across the organization to provide a consistent and excellent customer experience.
• Collaborate with vendors and internal IT teams to assess system capabilities, identify enhancements, and implement upgrades as needed; manage relationships with external vendors and service providers.
• Generate new, improved, or unique solutions and embrace new ideas to sustain and expand organizational offerings, focusing on continuous improvement and innovation.
• Evaluate current business and technical processes to identify opportunities for automation and efficiency improvements.
• Define key quantitative and qualitative KPIs.
• Translate product requirements into technical specifications, ensuring clear communication and alignment between development and product teams.
• Stay abreast of emerging technologies and industry trends to continuously explore opportunities to enhance capabilities.
• Ensure technical solutions align with ServiceNow best practices and deliver optimal performance.
• Advise on leveraging pre-built capabilities to minimize customization.
• Assist in building a product development vision and multi-year roadmap, considering the Now Platform and ServiceNow innovation pipeline.
• Document action items as agile work items, including epics, user stories, and their acceptance criteria.
• Participate in Agile ceremonies such as Scrum meetings and product sprints.
• Manage ongoing operational support activities to address issues and facilitate continuous improvement.