Overview
On Site
Full Time
Skills
Business Operations
Modeling
Writing
Research
Honesty
Security Policy
International Management
Strategic Management
Policies and Procedures
Operations Management
Vendor Relationships
ProVision
Data Integrity
Change Management
Innovation
IT Management
Service Management
Customization
IT Operations
Scripting
JavaScript
HTML
Cascading Style Sheets
AngularJS
SOAP
Data Analysis
Reporting
Analytics
Service Delivery
IT Security
Regulatory Compliance
Access Control
Privacy
Stakeholder Management
Negotiations
Exceed
Team Leadership
Mentorship
FOCUS
Retail
Strategic Planning
IT Service Management
People Management
Motivation
Communication
Budget
HIPAA
Training
Leadership Development
Promotions
Computer Science
Information Technology
ServiceNow
ITIL
Project Management
PMP
PRINCE2
Leadership
Training And Development
Accountability
Gmail
Management
FMLA
Job Details
As a member of the IT Management Team, you are responsible for managing, developing, and leading a team of employees. Your role includes leading the specific functional responsibilities of your team, which involves overseeing team performance and deliverables. However, your role as a leader within our organization requires more than the management of resources and day-to-day operations. As a steward of the company, you are charged with the development and execution of your team's strategic vision and plan and ensuring that your team's actions align with the larger goals of the company and the IT Division.
As the Director of IT Platforms with a focus on ServiceNow, you will be responsible for the global management and strategic oversight of the ServiceNow platform, ensuring it aligns with the organization's IT strategies and objectives. In this role, you will lead the administration, development, and integration of ServiceNow to provide core IT services and solutions across the enterprise. Your responsibilities will include the enhancement of service delivery through innovative technology solutions, improving system processes, and maintaining high service standards to support business operations.
As the primary conduit between your employees and upper leadership, your role in communicating and modeling the values and guiding principles of our company culture is of vital importance. All members of IT Management should strive to consciously and consistently foster a culture of engagement, trust, and "open door" communication.
Job Duties/Essential Functions
INTEGRITY: When achieving benchmarks and goals, use methods/strategies that are consistent with the Code of Ethics and the Standard of Ethics for Managers and Supervisors. Always leads by example. Appropriately handles employee concerns and follows through to resolution.
MEMBER SERVICE: Provides and ensures staff provides an exceptional member experience.
ADMINISTRATION: Ensures proper department coverage (writing schedule and break aids if needed). Understands department budget, able to research and explain budget variances.
MANAGING PERFORMANCE: Coaches and mentors employees to provide support and guidance. Has regular open and honest conversations with employees to discuss work performance and career development. Identifies learning opportunities to strengthen employee knowledge, skill and ability.
COMMUNICATION: Regularly shares information with employees via meetings and one-on-one conversations. Successfully navigates difficult conversations with employees, members, and suppliers. Listens, expresses empathy and adapts to get points across. Addresses issues immediately to ensure a timely resolution and to avoid escalating the situation. Consistently demonstrates business knowledge during interactions with senior management.
SELF-MANAGEMENT: Demonstrates sound judgment, taking a partner when necessary.
INCLUSION: Encourages different approaches and ideas to work and to accomplish goals. Seeks employee input and takes the time to get to know or reach out to candidates who show potential that may not come forward on their own.
COMPLIANCE AND SAFETY: Takes measures to ensure employee and member information is kept confidential and adheres to IS security policy.
Oversees the global management and strategic direction of the ServiceNow platform.
Leads a team of IT professionals in the governance, development, configuration, and deployment of ServiceNow solutions.
Collaborates with IT leaders to identify needs, assess system functionality, and deploy platform enhancements to improve efficiency and effectiveness.
Develops and implements policies and procedures for the governance and operational management of the ServiceNow platform.
Manages vendor relationships and negotiating contracts to ensure cost-effective provision of services.
Ensures the platform meets all security, compliance, and data integrity standards.
Monitors platform performance, addressing service interruptions, and providing continuous improvements.
Leads change management initiatives to ensure smooth adoption of new applications and processes.
Drives innovation and keeping abreast of industry trends to keep the platform current and relevant.
This is a full-time management/leadership position (45 hours per week).
Regular and reliable workplace attendance at your assigned location including 5 days in office each week.
Ability to operate vehicles, equipment or machinery.
Computer, phone, printer, copier, fax
Non-Essential Functions
Assists in other areas of the department as necessary.
Assists in other areas of the company as necessary.
Ability to operate vehicles, equipment or machinery.
Same as essential functions
Experience, Skills, Education & Licenses/Certifications
Required:
Minimum of 4 years in IT management, with at least 1 year of direct experience in managing ServiceNow or similar enterprise service management platforms.
Technical Proficiency: Understanding of configuring, customizing, and managing the ServiceNow platform, including a thorough understanding of ITSM, ITOM, and ITBM modules. Understanding of scripting in ServiceNow (JavaScript, HTML, CSS, and AngularJS) and familiarity with REST and SOAP APIs for integration purposes.
Data Analytics and Reporting: Experience and understanding of using analytics platforms like ServiceNow's Performance Analytics to generate insights, optimize service delivery, and make data-driven decisions.
Security and Compliance: Knowledge of global IT security standards and compliance frameworks relevant to retail and ServiceNow. Ability to implement robust security measures, manage access controls, and ensure data privacy in accordance with international regulations.
Vendor and Stakeholder Management: Experienced in managing relationships with software vendors, service providers, and internal stakeholders. Skilled in negotiating contracts, managing SLAs, and ensuring vendors meet or exceed their contractual obligations.
Team Leadership and Development: Proven ability to lead, mentor, and develop IT teams across multiple regions. Strong focus on building team capabilities and promoting a collaborative and innovative work environment.
Proven track record of leading large-scale IT projects and initiatives within a global retail environment, demonstrating the ability to manage across diverse geographical locations and cultures.
Experience in strategic planning, platform management, and integration of IT services on a global scale.
Strong leadership and people management skills, capable of directing and motivating a high-performing IT team.
Robust communication and interpersonal skills, adept at interacting with various stakeholders from technical teams to executive management.
Ability to manage budgets, negotiate contracts, and work with vendors and third-party service providers.
Able to support off hours work as required including 24/7 on call responsibilities.
HIPAA Training and Supervisors Orientation (within 30 days of hire); Leadership Development 101 (within one year); Costco Pay Policies (within 90 days of promotion).
Recommended:
Bachelor's degree in Computer Science, Information Technology, or related field.
Certified ServiceNow Administrator (CSA).
Certified ServiceNow Implementation Specialist
ITIL Certification (preferably ITIL Expert level)
Project management certifications such as PMP or PRINCE2 are highly desirable.
Experience in providing leadership and guidance on employee development and performance.
Experience in inspiring a healthy environment where employees are inspired to achieve at the highest level through empowerment and accountability at all levels.
Proficient in Google Workspace applications, including Sheets, Docs, Slides, and Gmail.
Successful internal candidates will have spent one year or more on their current team.
Other Conditions
Management will review the Job Analysis for this position prior to a job offer.
Required Documents
Cover Letter
Resume
Last two performance reviews
Attendance records for current year (Do not include absences covered by paid sick/personal time,
FMLA or other protected absences.)
As the Director of IT Platforms with a focus on ServiceNow, you will be responsible for the global management and strategic oversight of the ServiceNow platform, ensuring it aligns with the organization's IT strategies and objectives. In this role, you will lead the administration, development, and integration of ServiceNow to provide core IT services and solutions across the enterprise. Your responsibilities will include the enhancement of service delivery through innovative technology solutions, improving system processes, and maintaining high service standards to support business operations.
As the primary conduit between your employees and upper leadership, your role in communicating and modeling the values and guiding principles of our company culture is of vital importance. All members of IT Management should strive to consciously and consistently foster a culture of engagement, trust, and "open door" communication.
Job Duties/Essential Functions
INTEGRITY: When achieving benchmarks and goals, use methods/strategies that are consistent with the Code of Ethics and the Standard of Ethics for Managers and Supervisors. Always leads by example. Appropriately handles employee concerns and follows through to resolution.
MEMBER SERVICE: Provides and ensures staff provides an exceptional member experience.
ADMINISTRATION: Ensures proper department coverage (writing schedule and break aids if needed). Understands department budget, able to research and explain budget variances.
MANAGING PERFORMANCE: Coaches and mentors employees to provide support and guidance. Has regular open and honest conversations with employees to discuss work performance and career development. Identifies learning opportunities to strengthen employee knowledge, skill and ability.
COMMUNICATION: Regularly shares information with employees via meetings and one-on-one conversations. Successfully navigates difficult conversations with employees, members, and suppliers. Listens, expresses empathy and adapts to get points across. Addresses issues immediately to ensure a timely resolution and to avoid escalating the situation. Consistently demonstrates business knowledge during interactions with senior management.
SELF-MANAGEMENT: Demonstrates sound judgment, taking a partner when necessary.
INCLUSION: Encourages different approaches and ideas to work and to accomplish goals. Seeks employee input and takes the time to get to know or reach out to candidates who show potential that may not come forward on their own.
COMPLIANCE AND SAFETY: Takes measures to ensure employee and member information is kept confidential and adheres to IS security policy.
Oversees the global management and strategic direction of the ServiceNow platform.
Leads a team of IT professionals in the governance, development, configuration, and deployment of ServiceNow solutions.
Collaborates with IT leaders to identify needs, assess system functionality, and deploy platform enhancements to improve efficiency and effectiveness.
Develops and implements policies and procedures for the governance and operational management of the ServiceNow platform.
Manages vendor relationships and negotiating contracts to ensure cost-effective provision of services.
Ensures the platform meets all security, compliance, and data integrity standards.
Monitors platform performance, addressing service interruptions, and providing continuous improvements.
Leads change management initiatives to ensure smooth adoption of new applications and processes.
Drives innovation and keeping abreast of industry trends to keep the platform current and relevant.
This is a full-time management/leadership position (45 hours per week).
Regular and reliable workplace attendance at your assigned location including 5 days in office each week.
Ability to operate vehicles, equipment or machinery.
Computer, phone, printer, copier, fax
Non-Essential Functions
Assists in other areas of the department as necessary.
Assists in other areas of the company as necessary.
Ability to operate vehicles, equipment or machinery.
Same as essential functions
Experience, Skills, Education & Licenses/Certifications
Required:
Minimum of 4 years in IT management, with at least 1 year of direct experience in managing ServiceNow or similar enterprise service management platforms.
Technical Proficiency: Understanding of configuring, customizing, and managing the ServiceNow platform, including a thorough understanding of ITSM, ITOM, and ITBM modules. Understanding of scripting in ServiceNow (JavaScript, HTML, CSS, and AngularJS) and familiarity with REST and SOAP APIs for integration purposes.
Data Analytics and Reporting: Experience and understanding of using analytics platforms like ServiceNow's Performance Analytics to generate insights, optimize service delivery, and make data-driven decisions.
Security and Compliance: Knowledge of global IT security standards and compliance frameworks relevant to retail and ServiceNow. Ability to implement robust security measures, manage access controls, and ensure data privacy in accordance with international regulations.
Vendor and Stakeholder Management: Experienced in managing relationships with software vendors, service providers, and internal stakeholders. Skilled in negotiating contracts, managing SLAs, and ensuring vendors meet or exceed their contractual obligations.
Team Leadership and Development: Proven ability to lead, mentor, and develop IT teams across multiple regions. Strong focus on building team capabilities and promoting a collaborative and innovative work environment.
Proven track record of leading large-scale IT projects and initiatives within a global retail environment, demonstrating the ability to manage across diverse geographical locations and cultures.
Experience in strategic planning, platform management, and integration of IT services on a global scale.
Strong leadership and people management skills, capable of directing and motivating a high-performing IT team.
Robust communication and interpersonal skills, adept at interacting with various stakeholders from technical teams to executive management.
Ability to manage budgets, negotiate contracts, and work with vendors and third-party service providers.
Able to support off hours work as required including 24/7 on call responsibilities.
HIPAA Training and Supervisors Orientation (within 30 days of hire); Leadership Development 101 (within one year); Costco Pay Policies (within 90 days of promotion).
Recommended:
Bachelor's degree in Computer Science, Information Technology, or related field.
Certified ServiceNow Administrator (CSA).
Certified ServiceNow Implementation Specialist
ITIL Certification (preferably ITIL Expert level)
Project management certifications such as PMP or PRINCE2 are highly desirable.
Experience in providing leadership and guidance on employee development and performance.
Experience in inspiring a healthy environment where employees are inspired to achieve at the highest level through empowerment and accountability at all levels.
Proficient in Google Workspace applications, including Sheets, Docs, Slides, and Gmail.
Successful internal candidates will have spent one year or more on their current team.
Other Conditions
Management will review the Job Analysis for this position prior to a job offer.
Required Documents
Cover Letter
Resume
Last two performance reviews
Attendance records for current year (Do not include absences covered by paid sick/personal time,
FMLA or other protected absences.)
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.