At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place. The excitement of the next morning. The friends you make. The journeys you take. The sights you see. And the food you sample. Through our products, partners and people, we can empower everyone to experience the world.
With over 1.6 million room nights booked every day, accommodation represents the largest share of our business to date. We are responsible for accommodation growth, with clear ownership of all marketing, product and supply related to accommodations. Our mission is to deliver the best customer experience and most varied selection of properties.
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ServiceNow Platform at Booking
The ServiceNow Engineering Manager is responsible for managing, coaching, and developing a dedicated team focused on delivering scalable, high-quality solutions across the ServiceNow platform.
The manager will oversee platform development, integrations, and operational support for core modules such as ITSM, ITOM, HRSD, and others that support critical functions across the business.. In addition, the role requires analyzing technology trends, human resource needs, and market demands to plan projects that ensure the platform's resilience and future readiness. The manager will collaborate with stakeholders across departments, including Security, Legal, HR, and IT, to determine the feasibility, scalability, and cost-effectiveness of ServiceNow solutions.
B.responsible
Coaching/Mentoring
- Is responsible for coaching team members and stakeholders at various levels, sharing knowledge of the ServiceNow platform, and guiding their professional development in line with organizational goals.
- Managing People
- Is responsible for fostering the personal development of individuals by assisting in the creation of development plans and providing stretch opportunities.
- Manage performance by setting objectives and KPIs relevant to ServiceNow capabilities, giving regular feedback, and collaborating with HR on performance management.
- Managing Teams
- Ensure team delivery by monitoring the health of ServiceNow projects, tracking roadmap progress, and resolving blockers in a timely manner.
- Engage stakeholders by reporting on progress and challenges, and actively participate in recruitment to ensure the team's growth aligns with the platform's needs.
Automation and toil reduction
- Focus on reducing manual work within ServiceNow by leveraging platform capabilities like Flow Designer, Workflow Editor, and UI Policies.
- Drive automation initiatives that improve the efficiency of ITSM processes, change management workflows, and incident resolution.
- Responsible for reducing operational costs by using automation to streamline ServiceNow maintenance activities, ensuring the platform stays current with minimal human intervention.
Technical Incident Management
- Responsible for resolving live ServiceNow production issues, minimizing business disruption by addressing incidents within key ServiceNow modules (e.g., ITSM, HRSD, WSD, LSD).
- Improve the overall platform reliability by conducting root cause analysis and implementing long-term solutions.
- Ensure that all incidents are logged, tracked, and resolved in line with agreed Service Level Agreements (SLAs), contributing to post-incident analysis and platform improvements.
Production systems best practices
- Ensure the security and compliance of the ServiceNow platform by following company policies and industry best practices, such as ITIL standards and GDPR regulations.
- Guide team members in maintaining a secure environment across ServiceNow modules, ensuring audit readiness.
- Responsible for documenting platform architecture, runbooks, and operational procedures to ensure continuity in operations and reduce reliance on specific individuals.
Architectural Guidance
- Advise on platform design and architecture, ensuring that solutions meet both functional and non-functional requirements.
- Align ServiceNow's technical direction with broader organizational goals by providing context on architectural decisions to various stakeholders.
- Set clear architectural objectives by evaluating platform enhancements, ensuring they contribute to the long-term scalability and maintainability of the ServiceNow ecosystem.
Monitoring and Alerting improvements
- Enhance the observability and reliability of the ServiceNow platform by implementing Performance Analytics and setting appropriate metrics to track system health.
- Guide junior team members in setting up effective monitoring practices to ensure proactive incident management.
- Continuously review performance data and capacity planning metrics to identify potential bottlenecks and scalability issues, ensuring the platform operates efficiently under current and future workloads.
Critical Thinking (ServiceNow)
- Systematically identify patterns and underlying issues in complex situations related to the ServiceNow platform.
- Apply analytical thinking to solve problems, balancing platform capabilities with business requirements.
- Evaluate and develop platform improvements by reviewing plans objectively and suggesting "SMART" enhancements to optimize ServiceNow's performance within Booking.com.
Effective Communication (ServiceNow)
- Deliver clear, well-structured information about the ServiceNow platform to various stakeholders, using appropriate communication channels. Adapt the message for different audiences, from technical team members to business leaders, ensuring the information is both accessible and actionable.
- Facilitate solution-building by engaging with stakeholders in meaningful discussions, actively listening, and asking relevant questions to fully understand platform needs and challenges.
Quality and Process Improvement (ServiceNow)
- Identify opportunities to enhance ServiceNow processes and performance by regularly reviewing current workflows and platform usage.
- Design and implement improvements to reduce inefficiencies and increase the effectiveness of the platform.
- Define and standardize best practices across the ServiceNow environment to enable consistent, high-quality delivery and support of the platform's services.
B.Skilled
- ServiceNow Expertise: Advanced knowledge of the ServiceNow platform, including experience with core modules such as ITSM, ITOM, HRSD, CSM, and integrations with third-party systems. Familiarity with platform architecture, development, and customization is essential.
- Automation and Scripting: Proficiency in creating workflows, automating processes, and scripting within ServiceNow using tools like Flow Designer, Business Rules, and Script Includes.
- Incident and Problem Management: Experience in handling technical incidents and resolving platform-related issues, ensuring minimal disruption to business processes. Knowledge of ITIL processes and implementing solutions to improve service reliability.
- Leadership and Team Management: Proven experience in managing and coaching technical teams, providing guidance in both technical and personal development. Ability to manage team performance, set KPIs, and align team objectives with broader organizational goals.
- Architectural and Technical Guidance: Expertise in providing architectural guidance within the ServiceNow environment, ensuring solutions are scalable, secure, and aligned with organizational needs. Ability to assess platform enhancements and design improvements to meet long-term goals.
- Security and Compliance: Strong understanding of security best practices, including GDPR, ITIL, and other industry standards. Experience in ensuring platform compliance and implementing security measures across ServiceNow modules.
- Monitoring and Performance Tuning: Familiarity with monitoring and performance analytics within ServiceNow, including setting up appropriate metrics and KPIs to track system health and capacity planning.
- Critical Thinking and Problem Solving: Ability to apply logical and analytical thinking to identify patterns and underlying issues in complex platform scenarios. Experience in evaluating solutions and implementing SMART improvements within the ServiceNow environment.
- Effective Communication: Strong communication skills, with the ability to convey complex technical concepts clearly to stakeholders across different levels of the organization. Experience in facilitating discussions, gathering requirements, and providing clear updates on platform performance and improvements.
B.Offered
- Contributing to a high scale, complex, world renowned product and seeing real-time impact of your work on millions of travelers worldwide.
- Working in a fast-paced and performance driven culture.
- Opportunity to utilize technical expertise, leadership capabilities and entrepreneurial spirit.
- Promote and drive impactful and innovative engineering solutions.
- Technical, behavioral and interpersonal competence advancement via on-the-job opportunities, experimental projects, hackathons, conferences and active community participation.
- Competitive compensation, benefits package, and some great added perks of working in the home city of Booking.com.
Benefits & Perks: Global Impact, Personal Relevance
Booking.com's Total Rewards Philosophy is not only about compensation but also about benefits. Our Total Rewards strive to make it easier for you to experience all that life has to offer on your terms so that you can focus on what really matters. We offer competitive compensation as well as thoughtful, valuable, and even fun benefits which include:
- Headquarters located in one of the most dynamic and cosmopolitan cities in Europe: Amsterdam.
- Contribute to a high scale, sophisticated, world-class product and see the real time impact of your work on millions of travellers worldwide.
- Be part of a truly international fast paced environment and performance driven culture.
- Full relocation support for you and your family to move to Amsterdam. We have fine-tuned this process by successfully relocating over 300 Technology professionals to Amsterdam in the last year alone!
- Performance-based company that offers 29 vacation days, career advancement, and lucrative compensation, including bonuses and stock potential.
- Discount on Booking.com accommodations with the "Booking Deal" including other perks and benefits.
- Company-sponsored family and social activities to help our employees become integrated with each other and Dutch culture.
- Diverse and creative colleagues from every corner of the world.
- Health, life, and disability insurance
- Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave.
- Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country).
- Industry leading product discounts for yourself, friends, and family, including automatic Genius Level 3 status and quarterly Booking.com wallet credit.
- Free access to online learning platforms, development and mentorship programs, and a complimentary Headspace membership
- On-site meals, coffee, and snacks, including healthy and vegan options, daily
#ThinkInclusion: Wellbeing & Inclusion at Booking.com
Inclusion, Diversity, Belonging, Wellbeing and Volunteering (IDBWV) have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.
Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn't just create a unique workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It's a place where you can make your mark and have a real impact in travel and tech."
We will ensure that individuals with disabilities are provided reasonable adjustment to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.
Pre-Employment Screening
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.
Pre-Employment Screening
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.