Sr. Director, Service Now

Opentext - The Information Company

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity

We are looking for an experienced, quantitative, articulate and creative Sr. Director of ServiceNow Center of Excellence (COE) to lead a team of exceptional developers and analysts. Under your leadership, the team will be responsible for implementing and supporting our ServiceNow environments. These environments provide technical customer support for all business lines: Cloud, Off-Cloud, SMB and FedAuth customers.

This position involves being part of a dynamic team environment responsible for designing, developing, and supporting software solutions to meet business requirements for Technical Support and Order Fulfillment. The ideal candidate thrives on partnering with our business partners to leverage technology to deliver exceptional customer experience, has a consultative mindset, and is an excellent leader. He/she must be a motivating leader that is able to select and focus on high-impact, complex projects. The candidate will have extensive experience delivering complex technical projects, providing excellent application support, driving continuous improvement and leading high-performing technical teams.

You Are Great At

• Thriving in a fast paced, matrixed environment
• Successfully managing financial plans and budgets.
• Developing and delivering workstream updates to business stakeholders including executive leadership
• Developing career paths for your team
• Creating an environment of knowledge sharing and ongoing learning
• Working with business partners to understand technology needs, develop a technical roadmap and set priorities for the team
• Proactively identifying areas for improvement, formulating a plan to improve, and executing on the plan
• Promoting best practices with the team and across teams
• Service management to enable the team to provide excellent operational support to end users and IT colleagues. In-depth experience with ITIL methodologies.
• Team leadership: establishing clear goals and priorities for the team, coaching and mentoring team members for high performance
• Business analysis: working with end users to document their business requirements and translate those into functional requirements and system design
• Fostering a culture of high-performance, with team members located across the globe
• Acquisition integration activities, including migration from legacy applications to standard OT tools
• Identifying new technologies and how they can be incorporated into Corporate Enterprise landscape
• Self-motivated and driven to accomplish company goals
• Software lifecycle management: from requirements through design, build, test and deployment. Documenting the solution and supporting business team with training and other enablement activities
• Data-driven decision making, dashboarding, and performance management of technical solutions

What It Takes

• Business analysis, project management, and software development lifecycle (SDLC)
• 10-15 years’ experience in application development and/or systems administration
• Bachelor’s degree in computer science, engineering, business, finance or a related area of study or significant experience in a similar role.
• Ability to establish and execute on a technical strategy and from strong partnerships with business stakeholders
• 8+ years’ experience managing technical teams
• Familiarity with Waterfall and Agile methodologies

• Ability to prioritize multiple requests, make assignments to team members, track progress and provide team leadership
• Hands-on ServiceNow development and/or architecture experience.
• Familiarity with ServiceNow Platform for ITSM, CSM, GRC, SecOps, ITOM applications.
• Experience with ServiceNow and web-based development and support:
• Ability to work cross-functionally with IT infrastructure and database administrator teams on both project implementations and application support
• Familiarity with ServiceNow Scripting (Java script) to develop script includes, macros, business rules, UI policies, and configuration following best practices.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [email protected].