Lead the strategic application of technology to improve business performance, operational efficiency, and user experience across functions.
Manage a team of analysts or product managers who evaluate, implement, and optimize digital solutions that align with enterprise objectives.
Act as a liaison between business stakeholders.
Define and lead the strategic roadmap for enterprise business technologies in alignment with organizational goals.
Serve as a trusted advisor to senior leadership, offering insight on emerging technologies, process improvements, and digital transformation opportunities.
Establish and champion a digital vision that drives efficiency, innovation, and long-term value.
Lead integration strategies between systems such as ERP, HRIS, CRM, and financial platforms to create seamless, data-informed workflows.
Collaborate with departments including HR, Finance, Procurement, Legal, and Facilities to align technology capabilities with functional requirements.
Facilitate cross-functional governance groups and steering committees to support enterprise-wide technology decision-making.
Build, mentor, and retain a high-performing team with skills in solution delivery, systems administration, business analysis, and user support.
Promote knowledge sharing, professional development, and operational excellence through training and coaching.
Identify and close capability gaps to improve delivery speed, accuracy, and stakeholder satisfaction.
Evaluate and optimize business processes through automation, workflow design, and platform enhancements.
Lead enterprise application configuration efforts to ensure systems are aligned with business objectives and compliant with standards.
Guide the implementation of digital tools that enhance end-user experience and business agility.
Develop and enforce policies related to data integrity, security, system access, change management, and vendor compliance.
Maintain robust audit trails, risk controls, and documentation practices across systems.
Oversee budget and vendor management for platforms under the Office of Business Technology.
Promote a culture of continuous improvement, innovation, and proactive problem-solving within the ITS and business communities.
Pilot and scale emerging technologies (e.g., AI, process automation, data analytics) to improve enterprise outcomes.
Monitor industry trends and benchmarks to inform innovation strategies and maintain competitive advantage.
Lead and guide team members, fostering growth through mentoring, coaching, and development, while ensuring effective communication and collaboration.
Promote an environment of inclusivity and respect, valuing diverse perspectives and encouraging open dialogue among all team members.

Requirements

Minimum of 5 years ServiceNow experience (ITSM, PPM, GRC/Risk, Service Catalog, Portal/Employee Center). CSA Certification would be beneficial.
Bachelor’s degree in information technology, Business Administration, Computer Science, or equivalent experience is required.
A master’s degree (e.g., MBA, MPA, or Master of Information Systems) is preferred and may substitute for equivalent years of experience.
Minimum of 5 years of progressive leadership experience in IT, digital transformation, or enterprise business systems.
5+ years of experience in a management leading cross-functional teams and enterprise-wide initiatives.
Minimum of 7 years of experience in a Business Solutions Analyst or similar analytical role.
Demonstrated success in leading technology modernization, process reengineering, and change management at scale.
ITIL, PMP, PMI-ACP, CBAP or Lean Six Sigma (Green or Black) certification preferred.
Familiarity with project and process methodologies such as Agile, Asana, and DMAIC.
Strong proficiency in Excel (Pivot Tables, VLOOKUP, Power Query), Power BI, or Tableau.
Proficient in Microsoft Office tools (Excel, Word, PowerPoint), requirements management tools (e.g., JIRA, Confluence, Case Complete, Axure), visualization and diagramming tools, and data querying using SQL (optional but beneficial).
Strong executive presence with the ability to influence and inspire across all levels of the organization.
Visionary yet pragmatic, with strong planning and decision-making capabilities.
Expertise in redesigning and automating business processes to improve performance and compliance.
Strategic thinker with a track record of delivering creative, scalable solutions to complex business challenges.
Skilled at setting vision, aligning stakeholders, and executing transformation plans that drive measurable results.
Excellent communication skills, both technical and non-technical.

Benefits

Health insurance
401(k) eligibility
Employee stock purchase program
Various paid time off benefits (vacation, sick time, personal leave)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ServiceNowITSMPPMGRCRisk ManagementBusiness AnalysisProcess AutomationData AnalyticsSQLBusiness Process Reengineering

Soft Skills

LeadershipCommunicationStrategic ThinkingDecision-MakingMentoringCollaborationProblem-SolvingVision SettingInfluencingInclusivity

Certifications

CSA CertificationITILPMPPMI-ACPCBAPLean Six SigmaMBAMPAMaster of Information SystemsBachelor's degree in IT