Associate Director, Service Management (ServiceNow Platform Management) - Princeton University

The Associate Director of Service Management will be responsible for overseeing the management of the ServiceNow Platform, leading a team of developers, maintaining relationships with IT leaders, developers, contract developer resources, architects, and other stakeholders. The incumbent will collaborate with various stakeholders to ensure adherence to architectural standards and provide technical governance to ensure effective implementation, configuration, performance, and optimization of ServiceNow solutions.

Platform Management

• Oversee the administration, configuration, and maintenance of the ServiceNow platform.
• Research, develop and implement best practices for technical governance, including security, performance, and compliance.
• Monitor platform health, troubleshoot issues, and implement solutions to ensure continuous availability and reliability.
• Foster continual improvement through the promotion of best practices.
• Oversee change control of the ServiceNow platform.
• Manage the scheduled program plan, including the activities and tasks required for complex projects and programs.
• Provide oversight of ServiceNow instances and release schedules.
• Escalate issues to the vendor for resolution.
• Provide guidance for adherence to technical good practices, policies and procedures and contributes to governance processes.
• Provide architectural controls and analysis of impacts for new requirements.

Team Leadership

• Lead and mentor a team of ServiceNow developers, providing guidance, feedback, and support.
• Delegate tasks, set priorities, and ensure timely delivery of high-quality solutions.
• Foster a collaborative and innovative team culture, promoting professional growth and development.
• Ensure program dependencies are understood and reflected in resource plans.

Stakeholder Collaboration

• Collaborate with business stakeholders to understand requirements and translate them into technical solutions on the ServiceNow platform.
• Partner with IT operations, support teams, and vendors to integrate ServiceNow with other systems and tools.
• Communicate platform updates, enhancements, and project status to stakeholders at all levels.

Platform Ownership

• Act as the primary point of contact and advocate for the ServiceNow Platform within the organization.
• Define and maintain the platform roadmap, aligning it with business objectives and IT strategies.
• Lead platform governance.
• Ensure compliance with licensing agreements, manage vendor relationships, and overs platform upgrades and expansions.
• Stay abreast of industry Service Management trends and rapidly expanding features in ServiceNow.
• Proactively seek opportunities where the ServiceNow platform can advance the strategic goals and objectives of the University.

Essential Qualifications

• At least 7 years of experience working in a technical role supporting service management functions, including at least 5 years of experience serving as a ServiceNow environment owner.
• Proven leadership experience, with at least 5 years of experience managing people, processes, and projects.
• Demonstrated focus on customer service, user experience, and delivery of organizational priorities.
• Experience with the development, implementation and integration of IT Service Management (ITSM), IT Operations Management (ITOM), IT Security Operations (SecOps)
• Education: BA or BS 

Preferred Qualifications

• Experience implementing one or more Service Management processes in an IT service organization
• ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS)
• ITIL v (3|4) Foundations certification and ITIL intermediate certifications strongly preferred.
• Leadership skills, including specifically the ability to: lead organizational change, build rapport across colleagues, clients, and customers; mentor and motivate others
• Demonstrate and foster meaningful collaboration
• Strong communication skills (written, verbal, and visual)
• Proficient in JavaScript, as well as the use of reporting software, ITSM tools, diagramming and project management software
• Understanding of complementary industry standards, such as SDLC, Agile, etc.
• MA or MS or other advanced degree in a field related to business or information technology management highly desirable

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. KNOW YOUR RIGHTS