Director ServiceNow Platform Service Delivery

il y a 4 semaines

Strasbourg, Grand Est, France RTX Temps plein
Director ServiceNow Platform Service Delivery

Job Summary

The Director of ServiceNow Platform & Strategy is responsible for the development, maintenance, and continuous improvement of the ServiceNow platform and environment. This leadership role is accountable for the delivery of ServiceNow (SNOW) transformation and related operations used to enable business capabilities and services across the RTX enterprise.

Key Responsibilities

  • Accountable for RTX ServiceNow platform including; license management, development, maintenance, testing, implementation, and production globally for digital, HR, and Finance.
  • Manage ITSM & HRSD processes, IT service management, demand intake, prioritization, and delivery.
  • Partner with stakeholders including ES service owners and BU digital teams to identify areas of opportunity, implement solutions to drive enterprise synergies and company-wide simplification.
  • Contribute to the development and execution of the enterprise-wide digital strategy while ensuring alignment to the top-level goals of the business.
  • Drive the building, documentation, training, and ongoing honing of technical standards, platform governance, and a robust application monitoring program.
  • Provide technical leadership to a team of 70+ developers and architects for development efforts to meet project milestones as well as ensure that all available capabilities within the ServiceNow platform are leveraged to improve the employee experience within RTX.
  • Ensure that all solutions developed are fit for purpose, in alignment with best practices using Agile principles, prioritizing use of out-of-the-box functionality, and are built with enterprise scale in mind.
  • Enable effective Tier 0 support to support increased % digital KPI's through improving the platform and online self-service solutions.
  • Research and build business cases and road maps for adoption of the latest digital tools to deliver an improved digital experience.
  • Drive proactive upgrades, maintenance, and enhancements to the platform and ensure availability for employees accessing information and using the case management functionality.
  • Enable management of digital assets - hardware, software, and licenses and enablement of disaster recovery for all digital technology.
  • Co-Lead unified employee portal design and implement globally for employees digital, HR, and finance-related needs including assets, payroll, leave of absence, travel/expense, and accounts payable.
  • Communicate regularly with senior leadership within Enterprise Services, the BUs, and functional stakeholders (People Services, HR, Digital Technology, and Finance) regarding status of enhancements, upgrades, go-lives, and changes in software capabilities.
  • Influence key stakeholders (CIOs and customer service) on key platform changes and enhancements.
  • Partner with stakeholders on key RTX initiatives to improve SNOW platform, encourage adoption of standard functionality, and out-of-the-box solutions to minimize customization and maintenance requirements.
  • Provide creative solutions to improve quality and efficiency of SNOW platform and harmonize processes while balancing customization with standardized solutions.
  • Keep the business informed of upgrade opportunities from SNOW as they become available from the vendor, effectively translating technical functionality into business solutions.
  • Drive the strategy to integrate AI capabilities into the platform to drive efficiency and end-user experience improvements.
  • Manage SNOW enhancements effectively between AOP and LRP based on scope and complexity.
  • Consult across the enterprise on the best solution for complex business needs, balancing cost, efficiency, and platform performance.
  • Integrate emerging SNOW capabilities into the platform roadmap in a way that drives benefits for RTX.
  • Act as a thought partner on ES customer experience and PMO teams to ensure alignment of functionality across the ecosystem of enterprise services.
  • Connect regularly with ServiceNow leadership team to influence the platform roadmap to include features and functionality needed for RTX.

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