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Director, Service Now Software Development

Company: Fiserv
Location: Marietta
Posted on: May 4, 2021

Job Description:

What does a great ServiceNow Director Software Development do at Fiserv?

You will work with the ServiceNow team, ensuring team alignment to best practices and business strategy and can lead the ServiceNow team in planning, management and delivery of new functionality and releases. You will be collaborating with IT Leadership and Business stakeholders globally to maximize the platform capabilities across the organization.

You’ll join a highly motivated team full of the brightest minds in the country, coming together to work on our platform. In addition, you’ll work for the biggest Fintech on the planet – a place that will appreciate your hard work and efforts. This role will help direct the usage of the ServiceNow platform to strengthen the value proposition over time by coming up and prioritizing the right features, enhancements, upgrades or extensions of the product and owning the development process and roadmap.

We need someone who has a broad functional knowledge of the ServiceNow platform and its available suites and platform functionality. The primary focus will be on ITSM, ITBM, ITAM/CMDB, but includes platform functionality such as integration Hub, Performance Analytics, Predictive Intelligence, GRC/Sec Ops, and Orchestration and App engine.

Our leaders are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

Managerial & Leadership:

Oversee the management and administration of the ServiceNow service management platform and act as a subject matter expert in ServiceNow Oversee ServiceNow team members, providing direction, mentorship and prioritization. Ensure compliance across the team with department policies and procedures. Demonstrate knowledge of approaches, tools, and techniques for gaining the cooperation and support of others. Creates an environment that encourages information sharing, team-based resolutions, cross-training, and process improvement. Promote Service Management and ServiceNow best practices, balancing ‘out of the box’ configuration verses customization where appropriate.

Technical Responsibilities

Possess a broad, functional knowledge of the ServiceNow platform and its available suites and platform functionality. Maintain knowledge and understanding of IT methodology frameworks such as ITIL, PPM, Agile, DevOps. Maintain an understanding of the technical aspects of ServiceNow such as JavaScript, XML, HTML, AngularJS, CSS, LDAP, MS Active Directory, SSO, SOAP and REST. Utilizes and promotes the use of software delivery life cycle methodologies, specifically Agile.

Relationship Management:

Utilize approaches, tools, and techniques for gaining the cooperation and support of others. Develop and maintain strong working relationships and strategic partnerships with external and internal key stakeholders/customers across groups and/or business units to maximize effectiveness and influence. Establish yourself as a trusted advisor to clients, while managing their expectations. Consult with the operational owners on the capabilities of the ServiceNow platform, understand business demand for ServiceNow capability. Work closely with internal IT teams and operational owners to ensure proposed solutions meet best practices and business needs.

Platform Strategy and Compliance:

Stay up to date with the latest industry knowledge of Service Management and enhancements to ServiceNow functionality, making recommendations on how they can be used to improve business processes. Maintain the current ServiceNow platform and ServiceNow roadmaps to inform on ServiceNow license planning and budget planning. Working with the Continuous Improvement team and ServiceNow support service provider, oversee the development and continuous improvement of the ServiceNow platform.. Working with senior management to create product plans and roadmaps. Making creative recommendations to expand product base and vision.

You’re the kind of person who has:

Initiative & Service Excellence

Highly self-motivated and directed character with the ability to effectively prioritize and execute tasks while under pressure. Strong organization skills. Driven to exceed client expectations. Natural aptitude for solving problems. Demonstrated work ethic and ability to work effectively with people at all levels. Strong oral and written communication skills, including high-impact client-facing communications. Basic understanding of Data Privacy regulations.

Flexibility and Adaptability:

Utilization of approaches, tools and techniques for dealing with changes and adapting to a changing environment including the ability to manage multiple priorities. Ability to work under pressure, meet deadlines and work on multiple initiatives simultaneously. Ability to anticipate and address client concerns and issues. Ability to break complex issues into steps and problem solve. A critical thinker with creative problem-solving skills, as well as the ability to apply theoretical concepts and best practices to solve business problems.

Basic Qualifications For Consideration:

Minimum 4 years managing the ServiceNow Platform service and delivery management experience

Minimum of four years implementing and maturing people, processes, and technology associated with these efforts

Able to clearly articulate concepts of IT service and delivery processes and practices in an understandable way to people with all levels of knowledge and maturity

Minimum of four years experience with Agile and Scrum practices

Knowledge of ITIL v3 or v4 framework, practices, and methodology

Strong computer skills, experience with various software solutions e.g. Microsoft Project, Visio, PowerPoint, Excel and Word

Learn more about Fiserv:

Life moves fast. And as it does, we know most people aren’t thinking about “financial services” But we are. We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely. We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought. Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation. Explore the possibilities of a career with Fiserv and Find Your Forward with us.

We welcome and encourage diversity in our workforce.

Fiserv is an equal opportunity employer/disability/vet

Keywords: Fiserv, Marietta , Director, Service Now Software Development, Other , Marietta, Georgia

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