Director, Information Systems Management

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:

• IT Service owner for ServiceNow’s CRM (Customer Relationship Management).
• As we continue to expand the Lead to Order capabilities, this role will scale to support growing systems and ensure the teams both IT and Business are well supported to deliver the best experience.
• Lead the CRM IT team, comprising of Business System Analysts, Developers and QA to deliver new features and enhancements to a ServiceNow’s MS Dynamics 365 CRM
• Responsible for managing and optimizing development, requirements, support processes with a mind-set of continuous improvements
• Visualize the strategy to achieve the long-term roadmap and provide suggestions to the leadership on how we could better achieve the goals.
• Work cross-functionally across IT to ensure CRM is connected with upstream, downstream and analytics capabilities
• Building the best user interface and user experience capabilities for the end users.
• Have a strong understanding of business functionality and problems and ensures that the systems are built with the best design and features that scale and perform well.
• Help planning projects with effort estimates, timelines, resourcing and also instance planning strategy for applications.
• Influence the business on CRM trends and directions we should take the Sales organization based on previous CRM experiences
• Build strong relationship with the business teams to provide them the support and adequate technical direction and guidance.
• Guide and coach the team on right coding standards and best testing strategies to deliver quality applications.
• Build career path for the team by working closely with the engineers to understand their personal goals and coaching them on how they can excel in their role. Build a trusted relationship with the team.
• Working with MS on Roadmap and enhancements

Qualifications

To be successful in this role you have:

• Should have minimum of 10 years of experience in CRM, Application Development and managing / leading teams.
• Strong knowledge of SaaS business model
• Expert in CRM business processes in a SaaS business
• Knowledge in MS Dynamics CRM.
• Working expertise in Agile / SAFe
• Excellent written, presentation and communication skills.
• Enjoys mentoring and coaching the team to achieve career goals.

 

JV20

For positions in the Bay Area, we offer a base pay of $181,100 - $316,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location i