Working closely with and reporting to the Sr Director of IT User Experience, this position will lead our service delivery space in the strategy, design, implementation, integration, and support of key service systems, namely ServiceNow.
This role will work collaboratively with our IT leaders and business partners across the enterprise to plan strategically so that we can ensure our service systems support timely, consistent and quality services to be delivered. In addition the role will align closely with our User Engagement team and our User Experience Program Manager to plan and implement a user experience system strategy and timeline. This will be critical in establishing the framework and foundation for our overall IT service delivery improvement initiative.
This role will provide leadership in the design, implementation, and support of our ServiceNow applications. In addition, the person will work closely with all levels of management from the business and IT to ensure we understand business requirements to drive results in growing the use of self-service and automations. This role will also be a key player in exposing the enterprise to the capabilities of ServiceNow and how it can be used in areas outside of IT, thereby increasing the use and value of ServiceNow applications.
This person will work across all areas in IT (applications and technology) to ensure we are following established core standards and guidelines across all architectures, security, technology and compliance.
*This position is a remote eligible position depending upon state of residence.
Business Relationship Management
Assist in providing leadership and vision to business unit leaders to identify strategic directions requiring systems solutions, define business application requirements, and deliver system and process solutions for those requirements.
Responsible for the stability, quality, maintenance and enhancements of ServiceNow applications
Responsible for building and growing a team of technical professionals responsible for the design, build, implementation, integration and support of technical service solutions.
Work with all team members and follow our established PX (performance experience) process to ensure we are giving our team timely feedback to help them with their continued growth and professional development.
Provide mentoring opportunities across the organization.
Establish goals and objectives for all team members and the team as a whole
Promote and inspire a culture of excellence with our IT leaders and associates through the effective application of the ShawWay and Performance Experience (PX)
Provides oversight and leadership to manage multiple complex projects and initiatives that deliver high quality systems on-schedule, on-budget, to the committed scope.
Develops project resource requirements and works with appropriate organizational units to acquire resource commitments.
Ensures compliance with the established Shaw IT development methodology and standards
Provides strategic and technical leadership with regard to the implementation of core service systems, and works closely with others in applications development and technical support to ensure the developed applications conform to enterprise standards.
Work with our IT and business partners to leverage AI and machine learning to assist in service delivery to the enterprise.
Actively research future systems solutions by balancing technology innovation, industry trends, voice of the customer and internal business needs.
This position will work with both internal teams and outside vendors to help provide solutions and architecture that will deliver solutions faster to our business.
Create strategic plan
Demonstrate Strategic Influence
Coach and Develop Others
Build Trusting Relationships
4 Year Degree in IT, Computer Science or other four year degree
At least 7+ years of experience in a medium to large-scale enterprise IT or business leadership capacity.
At least 3 years experience implementing and supporting ServiceNow
Technical application leadership required
Must have demonstrated the ability to lead, coach and mentor others
Excellent oral and written communication skills.
Must be able to present to all levels of management
Proven ability to improve processes and provide/carry out cost reduction initiatives.
Familiarity with ITIL practices
10 years experience in a medium to large-scale enterprise IT or business leadership capacity
5 years experience in the Implementation and support of ServiceNow, preferably with several of the following ServiceNow applications: ITOM, ITSM, CSM, ITBM, HAM, SAM, Procurement, and Financial Modeling
8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM
Shaw is an Equal Opportunity Employer and is committed to providing a workplace free of discrimination, harassment, and retaliation. It is our policy to recruit, hire, train, and promote individuals in all job classifications without regard to race, color, religion, age, sex, sexual orientation, national origin, disability, veteran status, gender identity, or any other legally protected status.
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