Hybrid
Dallas
Posted 2 weeks ago
- The ServiceNow Associate Director Application Support Engineering will be part of the Engineering & Ops team responsible for Application support of the ServiceNow instances with products – ITSM and ITOM, including ITAM, Service Catalog, Service Portal, Operational ITIL Processes, CMDB, Discovery, Event Management, Twilio, Nuvolo, Flexera (Soft Asset Management Tool) and System Integrations
RESPONSIBILITIES:
- Manage a team of Application support engineers(onshore/offshore) to support operational activities, deployments of new capabilities, patching and upgrades of the ServiceNow platform
- Lead all aspects of and help address production issues in a timely manner, including off hours and weekend as necessary
- Responsible for service level availability of production and non-production environments
- Responsible for collaborating with engineering, product and extended IT teams to ensure successful delivery of projects and support
- Represent ServiceNow team to implement organization’s Disaster Recovery exercise
- Define and document policies, procedures, standards related to application operations
- Responsible for team’s adherence to DTCC’s regulatory and IT general controls and support for audit activities, as required
- Responsible for working with ServiceNow support and extended vendor team to maintain platform hygiene, address performance and other platform specific issues on all environments
- Produce performance/SLA reporting metrics for continuous improvement of the operations team
- Provide level 2 engineering support to complement engineering team
- Responsible for staffing, mentoring, and maintaining high performing operations team
- Collaborate with onshore/offshore team environment across US/India time zones
QUALIFICATIONS:
- Bachelors or Masters in Computer Science or equivalent
- At least 12+. of experience in IT management with focus on IT Applications operations
- Excellent understanding of ServiceNow platform architecture, and standard processes
- Strong knowledge of ITSM processes and experience with JavaScript and REST APIs
- Understanding of third-party integrations
- Certifications: ServiceNow System Administrator (CSA)
- Highly experienced with partner communication, knowledge of compliance standards, and handling audit activities
- Adept in balancing multiple competing priorities and project deliverables
- Excellent communication skills, both written and verbal, with the ability to articulate technical solutions in clear terms to a variety of audiences
- ServiceNow Development; AI/ML capabilities will be desirable
- Additional certifications on the following will be desirable: Application Development (CAD); ServiceNow Implementation Specialist (CIS) –Discovery, CMDB; ITIL