Manager, Site Reliability Engineer (ServiceNow)

Company Description
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 ('Versant') 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.
Job Description
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.

Qualifications
Requirements:

• Requires a bachelor's degree in Information Technology, Computer Science, or related fields. In lieu of a bachelor's degree, extensive familiarity with the field's concepts, practices, and procedures is required.
• 10+ years of ServiceNow experience, with expertise in ITSM, ITAM, SecOps, GRC, and TPRM
• 5+ years of experience leading software or application development teams.
• Strong expertise in ServiceNow architecture and design, including workflows, custom applications, and integrations
• Proven ability to manage complex, large-scale projects while meeting deadlines and business objectives.
• Proficiency in scripting languages such as JavaScript and Glide, as well as frameworks like HTML, CSS, AngularJS, SASS, and Bootstrap
• Solid understanding of CMDB, Asset Management, Incident, Problem, and Change Management processes.
• Experience integrating ServiceNow with external systems using REST/SOAP APIs and Integration Hub/Spokes.
• Familiarity with Agile, Scrum, and Kanban methodologies.
• Knowledge of both functional and non-functional software testing, including automated testing
• Familiarity with implementing CI/CD pipelines and Release Management best practices.
• Effective communicator (written and verbal) with both technical and business audiences
• Self-driven and resourceful, capable of achieving goals independently and collaboratively
• Ability to understand complex business needs and adapt appropriately
• Willingness to learn and adapt to new processes, solutions, and platforms relevant to Site Reliability Engineering, including Automation and Event Management platforms, ServiceNow, JIRA, and general ITSM principles.
• Ability to build effective cross-functional relationships in support of delivering enterprise-wide solutions

Desired Characteristics:

• Comfortable leading in both technical and organizational contexts
• Experience working with large global/multinational corporations
• ServiceNow certifications such as Certified Implementation Specialist, System Administrator, and Application Developer
• Experience working with App Engine Studio
• Experience working with Delegated / Citizen Developers
• Familiarity with Site Reliability Principles and Automation Technologies such as Ansible and Puppet

Additional Requirements:

• Fully Remote: This position has been designated as fully remote, meaning that the position is expected to contribute from a non-NBCUniversal worksite, most commonly an employee's residence.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $140,000 - $175,000 (bonus eligible)
We are accepting applications for this position on an ongoing basis.
Additional Information
As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations by emailing [email protected].
For LA County and City Residents Only: NBCUniversal will consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.