Director, Software Engineering- ServiceNow

About Gartner IT:

Join a world-class team of skilled engineers who build creative digital solutions to support our colleagues and clients. We make a broad organizational impact by delivering cutting-edge technology solutions that power Gartner. Gartner IT values its culture of nonstop innovation, an outcome-driven approach to success, and the notion that great ideas can come from anyone on the team.

About this Role:

Our Enterprise Technology Operations team is seeking a dynamic leader to manage ServiceNow platform. You will drive the strategy to implement the platform capabilities and built operational capability. This pivotal role will interact with all levels across the department including Senior IT Leadership.

• Managing the development and implementation of ServiceNow solutions, ensuring alignment with business goals, and maximizing the value of the product.

• ServiceNow Platform Owner plays a crucial role in maximizing, optimizing, and governing the ServiceNow platform with emphasis on strategic management, development, and operational performance. Ultimately accountable for the Now Platform.

• Managing a team of Developers and solution architect

What You’ll Do:

• Provide subject matter expertise in design, development and implementation within the ServiceNow Platform to drive continuous improvement

• Help stakeholders adopt to new features of ServiceNow

• Develop operational capabilities and maturing the ServiceNow Platform in accordance with Gartner’s ServiceNow product roadmap.

• Responsible for strategic direction, enforcing the vision, and shaping demand within the organization.

• Align the ServiceNow platform with the broader IT strategy and goals of the client.

• Support roadmap and shape demand for enterprise platform consumption; balance stakeholder priorities.

• Collaborate with leadership to ensure ServiceNow supports the company's strategic objectives.

• Stay up-to-date with the latest ServiceNow features and industry trends, recommending and implementing best practices in areas (non exhaustive) such as ITSM, ITOM, CMDB, Predictive Intelligence, Performance Analytics, Virtual agent and other ITSM Pro capabilities

• Define and prioritize the product backlog, ensuring alignment with business objectives and stakeholder requirements along with conducting regular backlog grooming sessions

• Act as the primary point of contact for all ServiceNow-related inquiries and issues, providing guidance and support as needed.

• Monitor and evaluate the performance of ServiceNow applications, identifying opportunities for improvement and optimization including optimum utilization of ITIL and ITOM licenses

What You’ll Need:

• 12+ years of experience on managing ServiceNow platform and transformation journey for a central team of developers and architects supporting global business on various platform modules for a large Tech organization

• Functional knowledge and proven experience with non-exhaustive list of modules include ITSM Pro, ITOM, ITAM, ITBP, HRSD, SPM, APM, AI agent etc

• Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including SSO, SAML, SSL, Web Services, REST, LDAP, JDBC, ODBC.

• Knowledge of IT business systems and engineering SDLC cycles is strongly preferred.

• Demonstrated ability to develop and deliver compelling executive-level presentations and executive level reporting

• Excellent verbal & written communication skills with demonstrated ability to convey complex concepts and analyses in an accessible and compelling way.

• Strong knowledge of tech operations practices with a proven ability to establish trusted business relationships across business units, gain consensus and drive actions

• Results-oriented with excellent business vision and strategic thinking and a proven track record of solving complex problems, thinking creatively and successfully drawing the larger business story out of facts and data.

• Demonstrated ability to lead projects and teams in a fast-paced environment and to inspire rapid adoption of change in a complex matrixed organization

Who you are:

• Excellent organization, multitasking, and prioritization skills

• Strong leadership skills with the ability to lead assignments/teams and mentor others and build a team.

• Excellent customer service, leadership, communication, problem solving and decision-making skills.

• Practical experience with agile methodologies and tools.

Don’t meet every single requirement? We encourage you to apply anyway. You might just be the right candidate for this, or other roles.

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Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to more than 21,000 associates globally who support ~14,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work .

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

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