Workflow and Automation Platform Director (Hybrid)

About the role

Responsible for creating functional technical strategies and specific objectives for systems engineering. Ensures organizational procedures are aligned to maintain compliance with industry standards. Act as a trusted advisor to business and technology leadership on the design and effective operation of controls. Lead a systems engineering team, including management of development needs and resource planning.

Responsibilities

• Define and communicate the multi-year strategy for workflow automation across ServiceNow and PEGA, aligned to Platform Engineering priorities and FEPOC business outcomes.
• Lead the stand-up, governance, and scaling of the ServiceNow platform, defining the roadmap, operating model, and adoption strategy to expand enterprise capabilities and drive measurable value.
• Own the enterprise service agenda and roadmap, identifying and prioritizing new use cases to leverage investments in ServiceNow and PEGA to expand a consistent, next-generation service experience.
• Serve as accountable owner for ServiceNow and PEGA platform health, availability, performance, scalability, and secure operations for end users and product teams.
• Build a strong partnership with the ServiceNow team to drive accountability for timely support, issue resolution, and compliance with contractual service agreements.
• Implement structured intake processes to gather, prioritize, and act on improvement recommendations from service-oriented product teams, ensuring the workflow automation ecosystem evolves to meet needs.
• Oversee continuous improvement of core modules and workflows, such as case/service management, request/fulfillment, approvals, knowledge, reporting, ensuring consistent user experience and process outcomes.
• Ensure upgrades, patching, vulnerability remediation, and enhancements are executed with minimal disruption, clear change communication, and measurable reduction of operational risk.
• Set integration standards and partner with integration/data/API teams to ensure reliable connectivity, data exchange, and event/trigger patterns across enterprise systems.
• Champion initiatives to drive adoption, user engagement, and alignment with organizational transformation goals.
• Provide strategic vision for new and supported systems by creating roadmaps/value maps in partnership with business stakeholders and IT leadership. Ensure that the appropriate technology and methodologies are applied when translating business requirements into technical and functional solutions.
• This position will be involved in strategic technology planning and will oversee solution architecture across the current and future portfolio.
• Plan and execute the department strategy to improve service delivery and the organization. Implement strategies to enable meeting goals and expectations; gather information, frame problems, devise/execute plans, track progress, adjust plans and demonstrate outcomes.
• Oversee a high performance, system engineering team and create an organization that delivers both compelling system vision and implementation.
• This position manages people.

Qualifications

• Education Level: Bachelor's Degree in Computer Science, Information Technology, or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
• Licenses/Certifications Upon Hire Preferred: Certified Ethical Hacker (CEH).
• Experience: 8 years of related professional experience.
• Management experience: 3 years.

Preferred Qualifications

• Master's degree.

Skills

• Ability to present technical and non‑technical information to multiple audiences.
• Ability to build relationships across a variety of partner groups in a global