Director, Digital Platform

About the role

Responsible for managing the day-to-day operations and support of our core ERP, currently ServiceNow, and related software (the “digital platform”). Collaborate closely with peers, senior management, and other business stakeholders to help identify, assess, implement, operationalize, and support digital platform capabilities in support of strategic objectives and operational requirements.

Telecommuting permitted; can live anywhere in the US and perform work from home.

Responsibilities

• Manage a global technical team tasked with configuring and supporting the digital platform.
• Provide leadership, guidance, and mentorship to ServiceNow resources, ensuring efficient task completion and adherence to best practices.
• Ensure the health and security of ServiceNow through timely patching and upgrades, QA, change management, and continuous improvement of practices and procedures.
• Lead initiatives to enhance platform functionality, streamline processes, and promote operational efficiency.
• Manage the development of a support playbook with repeatable processes.
• Performance reporting through proactive reviews validating process adherence as well as identification of areas for improvement.

Requirements

• Master’s degree in Management Information Systems or a closely related field.
• 7 years of ServiceNow experience that includes implementation experience, development, and configuration.
• Minimum of 3 years’ experience as an Architect.
• Minimum of 3 years’ experience managing global delivery teams and offshore resources to support 24/7 service operations, including hiring and supervisory experience of ServiceNow talent.
• Strong experience with business processes and translating them into ServiceNow workflow design among main ServiceNow products (including ITSM, CSM, Workspace, CMDB, Domain Separation).
• Strong experience with integrating other systems into ServiceNow.
• Prior knowledge about designing scalable workflows, optimizing asset management processes, and integrating with other ITSM tools and enterprise applications.
• Ability to write glide scripting, JavaScript, and read and interpret all developers’ code.
• Solid experience implementing governance models, operational playbooks, and continuous improvement frameworks.
• Prior experience managing platform upgrades, module deployments, and custom development initiatives.

This position is eligible for our employee referral bonus program.