Director of IT Systems - ServiceNow Platform

Company Overview

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

About the role

This role leads a team responsible for the NWN ServiceNow platform. The team is responsible for ServiceNow platform operations and support, and ongoing enhancements and new capability implementations for business optimization and workflow automation. This is a management role leveraging software development and implementation experience.

Responsibilities

• Manage ServiceNow platform operations, platform support, ongoing enhancements, and new capability implementations for business optimization and workflow automation.
• Collaborate with executive stakeholders to define platform strategy, including strategic visioning, roadmap planning, and prioritization.
• Translate platform strategy into actionable delivery plans that align with business goals and platform standards and manage the execution.
• Manage the implementation of new capabilities on ServiceNow, leveraging platform native solutions when feasible and building custom solutions when necessary.
• Manage and enforce platform governance frameworks, including design authority, change control, and development standards.
• Lead the team in following SDLC process using Agile methodology, and implement policies and procedures related to design, analysis, testing, and coding for implementations on the platform.
• Ensure adherence to security compliance, including data governance and role-based access controls.
• Own and lead platform performance and service outcomes, defining and monitoring KPIs (e.g., availability, reliability, and service delivery) and driving continuous improvement.
• Build, lead and develop a high-performing team, including performance management and career development.
• Oversee resource planning and capacity management to balance operations with strategic platform initiatives.
• Recommend technical and business process improvements.
• Create sustainable systems and services through automation.

Qualifications

• Bachelor’s degree (or equivalent) in computer science or related discipline
• 10+ years Experience in systems applications; programming and/or managing
• 5 years Experience building solutions using Agile methods
• 8+ years supervisory experience required
• Experience managing a team of developers
• Ability to translate strategic vision into tactical plans to achieve desired outcomes
• Ability to plan and manage work backlog using Agile methods, including platform operations, platform support, ongoing enhancements, and new capability implementations.
• Ability to lead a team and drive business outcomes
• Ability to elicit requirements (user/stakeholder, business, functional) from business needs presented
• Proactive approach to identifying problems, performance bottlenecks, and areas for improvement
• Excellent written and verbal communication skills
• Experience with ServiceNow and Power BI
• Ability to establish and enforce platform governance, including design authority, change control, development standards, security compliance, and role-based access controls
• Ability to manage team capacity, resource planning, performance expectations, career development, and continuous improvement across operational and strategic platform initiatives

Benefits

• Comprehensive benefits package including medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match.
• Unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP).
• Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles.

Pay

Compensation is competitive and commensurate with experience.

Schedule

Remote: Job duties are performed from the employee’s home home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies. Requires Travel - Yes