Senior Director, Digital Technology Operations (Servicenow Platform Administration)

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Role ideally based in San Diego or SF Bay area.  Remote with easy access to our two key campus locations.

Team

ServiceNow Digital Technology Operations is team is a team of talented and energetic individuals. They are responsible for the design, build, and support of our critical internal business services. The Sr. Director works closely across the entire enterprise with key business personnel, application managers, and Senior Digital Technologies leaders to support the operations of ServiceNow internal services and instances. In addition to addressing user issues, system performance, and stability, the team focuses on automation to reduce manual efforts. We also work closely with ServiceNow engineering development to introduce Innovative platform solutions for complex business problem via semi-annual product releases.

Role

The ServiceNow Sr Director, Digital Technology Operations and System Administration plays a key role in leading the platform and application administration teams. These teams provide system administration services for a majority of our critical internal business systems. They will report to the Senior Vice President, Digital Technoloy Operations. The candidate will act as the leader for the a global team, including but not limited to, addressing department issues, facilities plans, and addressing Human Resource issues. They  will lead line managers around the world to insure safe and efficient operation of the global teams. They will be the escalation point for priority issues and crisis bridges. The position is ultimetly accountable for insuring we operate Simple, Speed (fast user experience), Scalable, Stable, Secure, and Sustainable Systems

What you get to do in this role:

• You manage the system administration of multiple critical business systems and services for the company with a global team of administrators.
• You will be insuring the team's success by using all available tools and employing and developing the right resources.
• Make the managers and individual contributor's in the team successful in their role and independent to carry their work.
• Working with our datacenter and technical support teams you insure we operation on the best available hardware set up with optimal configurations.
• Assist the Digital Technology Operations lead team in strategic implementation roadmap and architecture blueprint definition and implementation.
• Act leader for closure of complex technical issues via collaboration with cross functional teams using cutting-edge predictive modeling while delivering the highest degree of customer satisfaction. 
• Enforce technical governance and SOX compliance processes for the teams.
• Assist our Enterprise Architects in the technical evaluation of demands for new applications and changes to existing applications, translating demands into an architectural blueprint.
• Insure solid instance health by insuring processes in place for the the remediation of code, configurations that do not align with ServiceNow best practices.
• Manage escalations and crisis bridge calls, in working hours, hand off to other leaders as the time reaches their working hours. Provide further escalations and communicate status as needed. Insure the crisis bridge process is established and adhered to.
• Be customer zero for the companies semi-annual product release, performing pre- release beta testing and evaluation in selected systems, and updating all systems to the early or general availability release.

We are looking for a ServiceNow platform expert and in order to be successful in this role, we need someone with the following skills and experience:

• ServiceNow Platform Management experience 
• Extensive ITSM and overall Infrastructure Operations Management Skills
• Eight (8+) years of leadership experience within a technical organization managing system administrators
• 15+ years of related technical AND leadership experience at a large, scaling SaaS, PaaS, or Enterprise Software Development Company
• Extensive experience and DEEP technical understanding of the architectural principles for cloud-based platforms that include SaaS, PaaS, multi-tenancy, and automation.
• Ability to direct the development of roadmaps with functional design elements to achieve desired offering, solution, application, or any other outcome.
• Excellent interpersonal, communication and presentation skills.

For positions in the Bay Area, we offer a base pay of $216,700 - $379,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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