Job Description

MiTek® is a global provider of building solutions for the residential and commercial construction industries. Utilizing software, services, engineered products, and automated manufacturing equipment, MiTek partners with clients to accelerate their genius and deliver breakthroughs in building.

With a rich 60-year history and a network of 6,500 team members worldwide, MiTek pairs local expertise with global capabilities. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation.

Learn more at www.mii.com.

What You Will Do:

Responsibilities

1. Intake, Triage, and Work Assignment

• Serve as the primary intake point for all CEOS-related support requests, incidents, enhancements, and service inquiries.  

• Triage incoming work to determine priority, complexity, and appropriate support tier or resource.  

• Assign and coordinate work across Tier I, Tier II, Tier III, and development resources as appropriate.  

• Ensure work is aligned with delivery priorities, SLAs, and agreed-upon support models.  

2. Operational Support Management

• Oversee day-to-day support operations for the CEOS ServiceNow SPM platform.  

• Monitor workload, queue health, and aging to ensure timely resolution and escalation where needed.  

• Act as the escalation point for high-impact or at-risk issues.  

• Ensure adherence to platform standards, processes, and governance controls. 

3. Downstream Delivery & Stakeholder Communication

• Own delivery outcomes for support work, ensuring quality, completeness, and business satisfaction. 

• Coordinate with the ServiceNow Delivery Manager on capacity, risks, and delivery impacts. 

• Provide clear, proactive communication to stakeholders regarding status, risks, and timelines. 

• Partner with development and platform teams to ensure smooth handoffs between support and enhancement work. 

4. Metrics, Reporting, and Continuous Improvement

• Define and maintain operational support metrics, including volume, response times, resolution times, aging, backlog, and trends.  

• Produce regular metric reports and dashboards for leadership and stakeholders.  

• Analyze data to identify recurring issues, improvement opportunities, and process gaps.  

• Drive continuous improvement initiatives to optimize support efficiency and platform stability.  

5. Process & Governance

• Ensure support processes align with ServiceNow best practices and organizational standards.  

• Contribute to the refinement of intake workflows, categorization, prioritization, and escalation paths.  

• Support audit readiness and documentation for support operations.  

• Promote consistent usage of ServiceNow SPM capabilities within CEOS.  

6. Team management as well as process / policy management

• Provide mentoring, coaching and technical guidance to strengthen team capability. 

• Guide and develop the team by setting clear, measurable goals and leading the team to achieve those goals that support the company's overall strategy. 

• Foster a collaborative and efficient work environment. 

• Conduct training and propose appropriate training courses to improve employee’s performance and development 

• Evaluate employee performance, set expectations and goals for team and individual staff members. 

• Maintain the support team’s readiness by keeping them up to date on new system features and support principles. 

7. Other reasonable duties as requested  

Characteristics

• Recognize situations that warrant initiative and move forward proactively; ask questions/support without hesitation; reasonably resolves issues, problems, or situations and look to improve. 

• Take ownership and responsibility for actions and decisions. Do not rely on hierarchy to get tasks done.

• Work with the team to achieve goals and deliverables by listening and responding to team members’ ideas and by giving honest and constructive feedback. Make decisions based on what is best for the team not what is best for you. 

• Able to communicate effectively through active listening and honest, transparent conversations. 

• The ability to identify and define a problem, generate alternative options, and evaluate a select the best solution. 

Qualifications/Experience

• Bachelor’s degree in Information Systems, Business, or a related field, or equivalent professional experience.  

• 5+ years of experience supporting or managing enterprise platforms, preferably ServiceNow.  

• Hands-on experience with ServiceNow Strategic Portfolio Management (SPM) or related modules (PPM, Demand, Project, Resource Management).  

• Proven experience managing support intake, triage, and assignment processes.  

• Strong understanding of ITSM/ITOM/Agile support models and service delivery concepts.  

• Experience producing operational metrics and executive-ready reporting.  

Technical Skills:

• ServiceNow certifications (CSA, SPM/PPM, ITSM, or equivalent).  

• Experience supporting a large-scale or customized ServiceNow implementation.  

• Familiarity with Agile, SAFe, or hybrid delivery methodologies.  

• Experience working in a matrixed delivery organization.  

• Strong background in process improvement or operational optimization.  

Soft Skills

• Strong organizational and prioritization skills  

• Excellent stakeholder communication and leadership presence  

• Data-driven decision-making and analytical skills  

• Ability to manage competing priorities in a fast-paced environment  

• Deep understanding of ServiceNow workflows and platform capabilities  

• Collaborative mindset with the ability to influence without authority  

Success Measures

• Timely and accurate triage and assignment of incoming work  

• Consistent achievement of support SLAs and delivery commitments  

• Clear visibility into platform health through actionable metrics  

• High stakeholder satisfaction with CEOS support delivery  

• Continuous reduction of recurring issues and operational inefficiencies