• Establishes the overall objectives and initiatives of the platform• Creates, manages, and maintains strategy, standards, roadmaps, and new technologies.• Continuous optimization of execution team to deliver industry standard projects.• Creates, manages, and maintains departmental policies, processes and procedures relating to standards, projects, and cross functional interoperability.• Manages the ServiceNow budget and Licensing• Understands and communicates strategic and global initiatives and infrastructure.• Coordinates and plans with interdependent teams throughout the Company with the ServiceNow product• Experience in managing large-scale ServiceNow implementations in business environments• Manage multiple projects and priorities• Strong foundation and knowledge of the ServiceNow platform• Understanding of service level management, SLAs, and service reports, along with a demonstrated ability to tie them together into a cohesive program• Developed strong relationships among competing stakeholders• Manage and understand backlog• Manage automation of platform for efficiencies for production releases and upgrades• Proven ability to develop strong, results-oriented teams capable of delivering high volume and high-quality output

• Manages overall operations of designated authority • Interview, hire, and train direct personnel• Ensures teams’ output meets quality and service level standards• Prepares and conducts performance assessments• Coordinates discipline and oversees employee development• Coordinates the daily activities of business and technical support production teams• Manages relationships with multiple audiences including business and IT partners• Manage vendor relationships• Keeps abreast of emerging trends disciplines and technologies• provides input into the functional strategy• Manages to an overall divisional budget and revises expectations as needed

• Facilitate communication between the business and IT teams to determine effective solutions for business• Provides subject matter expertise on systems and business processes • Identifies and coordinate the collection of production support problems• Participate in the resolution of production support issues by working with the affected business users, developers, testers, and operations personnel• Schedule and delegate support work• Applies methods for determining root cause, analyzing and mitigating business process impact, and exercising problem management.