ServiceNow Associate Director (Application Support Eng)

JOB DESCRIPTION:

• 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 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

Must have:

• 12+ years of experience in IT management with focus on IT Applications operations.
• ServiceNow platform architecture, and standard processes.
• ITSM processes and experience with JavaScript and REST APIs.
• Manage a team of Application support engineers(onshore/offshore) to support operational activities, deployments of new capabilities, patching and upgrades of the ServiceNow platform
• Excellent communication skills, both written and verbal, with the ability to articulate technical solutions in clear terms to a variety of audiences.
• Lead all aspects of and help address production issues in a timely manner, including off hours and weekend as necessary.
• Collaborate with onshore/offshore team environment across India time zones
• Certifications: ServiceNow System Administrator (CSA) and other.

Nice to have:

• ServiceNow Development: AI/ML capabilities
• Additional certifications: Application Development (CAD); ServiceNow Implementation Specialist (CIS) Discovery, CMDB; ITIL