The Systems Manager, ETS Service Management Office is responsible for the strategy, governance, and execution of Con Edisons IT Service Management (ITSM) capabilities and the Service Now platform. This role leads ITSM, CMDB, ITOM, and platform workflows to ensure they are accurate, intuitive, scalable, and compliant.

A core focus of this position is improving CMDB and asset data accuracy, enabling userfriendly and agentic workflows, and advancing Service Now as a trusted, enterprise service platform. The role also leads Assure Ops, the function accountable for migrating code and configuration to production in support of change management and segregation of duties, with a future vision to automate deployments.

This role partners closely with operations, infrastructure, product, security, and delivery teams to improve platform quality, operational efficiency, and automation maturity.

Required Education/Experience

• Bachelor's Degree and a minimum of 8 years work experience to include at least four (4) years experience in IT Operations in any industry. or
• Master's Degree and a minimum of 6 years work experience to include at least two (2) years experience in IT Operations in any industry.

Preferred Education/Experience

• Master's Degree in Information Technology, Computer Science, Math, Engineering or business-related discipline preferred. and a minimum of 6 years work experience to include at least two (2) years experience in IT Operations in any industry.

Relevant Work Experience

• 2+ years experience in product management, required.
• Three (3) years supervisory / managerial experience, required.
• Strong written and verbal communication skills, with the ability to explain technical concepts to nontechnical audiences, required.
• Must be flexible and able to work off-hours as required to support deployments, resolve production problems or respond to corporate emergencies, required.
• Demonstrated experience leading ITSM processes and enterprise service platforms, preferably Service Now, required.
• Ability to handle multiple assignments with changing priorities while meeting deadlines, required.
• Ability to create and develop platform and automation roadmaps, preferred.
• Experience with CMDB, asset management, discovery, or ITOM in a production environment, preferred.
• Strong understanding of change management, segregation of duties, and risk controls, preferred.
• Experience improving data quality, operational reliability, and platform trust, preferred.

Skills and Abilities

• Ability to analyze and interpret financial data
• Excellent interpretation of complex statistical data
• Demonstrated customer service skills
• Excellent collaboration and team building skills
• Instills commitment to organizational goals
• Ability to inspire and develop staff
• Possesses flexibility to work in a fast paced, dynamic environment
• Project Demonstrated project management skills
• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.
• Ability to drive multiple projects to successful completion
• Ability to represent the company with external constituents

Licenses and Certifications

• Driver's License Required
• Project Management Professional (PMP) Training and/or certification in Project Management is a plus. Preferred

Physical Demands

• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
• Stand to use/operate office equipment for the duration of the workday

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able and willing to travel within Company service territory, as needed.

Core Responsibilities

• Own the Service Now platform strategy, standards, and roadmap across ITSM, CMDB, ITOM, and supporting capabilities.
• Provide leadership for incident, problem, change, request, knowledge, and configuration management processes.
• Establish and enforce platform governance, including configuration standards, lifecycle management, data stewardship, and technical debt management.
• Drive measurable improvements in CMDB accuracy, completeness, and reliability, including CI ownership, relationships, discovery integration, and reconciliation.
• Define and monitor CMDB, ITSM, ITOM, and change management KPIs, translating insights into prioritized improvement backlogs.
• Simplify and optimize endtoend workflows to improve usability for both end users and service agents.
• Advance agentic experiences within the Service Now platform that enable intelligent automation, multistep orchestration, and decision support, with appropriate controls and auditability.
• Lead the Assure Ops function responsible for migrating approved code and configuration changes to production in compliance with segregation of duties and change management controls.
• Define and execute the futurestate vision for Assure Ops, evolving toward automated deployment pipelines.
• Partner with security, risk, audit, and compliance teams to ensure platform operations meet regulatory and control requirements.
• Lead, manage, mentor, and develop a team of system analysts and specialists.
• Communicate platform strategy, risks, and progress clearly to technical and nontechnical stakeholders, including senior leadership.
• Drive adoption of new experiences through coordinated communications, training, and launch support, ensuring measurable post-release outcomes.
• Stay informed on industry trends and best practices and develop strategies to advance digital employee experience.