Director, Digital Platform

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations and support of our primary ERP, currently ServiceNow, along with associated software (the “digital platform”).

• Work collaboratively with colleagues, senior leadership, and various business stakeholders to identify, evaluate, implement, operationalize, and support digital platform capabilities that align with strategic goals and operational needs.

• Lead a global technical team responsible for configuring and maintaining the digital platform.

• Provide direction, support, and mentorship to ServiceNow personnel, ensuring tasks are completed efficiently and best practices are followed.

• Maintain the health and security of ServiceNow by ensuring timely patching and upgrades, quality assurance, change management, and ongoing improvement of practices and procedures.

• Drive initiatives aimed at enhancing platform functionality, optimizing processes, and increasing operational efficiency.

• Oversee the creation of a support playbook that includes repeatable processes.

• Conduct performance reporting through proactive reviews to validate adherence to processes and identify opportunities for improvement.

⛳️ Requirements

• Master’s degree in Management Information Systems or a closely related field.

• 7 years of experience with ServiceNow, including implementation, development, and configuration.

• At least 3 years of experience as an Architect.

• A minimum of 3 years managing global delivery teams and offshore resources to facilitate 24/7 service operations, including hiring and supervising ServiceNow talent.

• Extensive experience with business processes and translating them into ServiceNow workflow designs among key ServiceNow products (including ITSM, CSM, Workspace, CMDB, Domain Separation).

• Significant experience integrating other systems with ServiceNow.

• Proficiency in glide scripting, JavaScript, and the ability to read and interpret developers' code.

• Strong background in implementing governance models, operational playbooks, and continuous improvement frameworks.

• Previous experience managing platform upgrades, module deployments, and custom development projects.

🏝️ Benefits

• Telecommuting is allowed; employees can live anywhere in the US and work from home.

• Eligible for the employee referral bonus program.