Director, Enterprise Application Support

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

About Digital Technology

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them. 

Role: 

This person will lead a team of managers and team members who are responsible for administering and supporting several critical enterprise applications supporting our legal, financial and HR departments. 

What you get to do in this role: 

• Operate, support, and administer several large enterprise platforms. 
• Define and implement overall strategy for continuous improvement, scale, automation and self-service – identify opportunities and advocate for your vision. 
• Hire and develop both managers and team members, situational awareness, executive presence. 
• Define and manage KPIs. 
• Define best practices for support and operations and work with team members and peers to drive alignment and adoption. 

Qualifications

To be successful in this role you have:

• 10+ years of professional experience with enterprise applications support and operations. 
• 5+ years of experience as a people manager. 
• Formal education and training in technology and business preferred. 
• Experience with large enterprise platforms – SAP, ServiceNow, Workday. 
• Experience working with finance, HR, and legal teams and supporting their workflows. 
• Experience building KPIs and managing team output and performance with data. 
• Experienced with production system operations, incident management, internal or external customer support and communication processes. 
• Excellent communication and presentation skills. 
• Experience with building internal SOPs using KBs or other technology to drive standardization and consistency.  
• Understanding of ITIL. 
• Experienced with data-driven decision making. 
• Strong collaborator and relationship-builder. 
• Experience interacting with and presenting to executive leaders. 

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

 

 

For positions in this location, we offer a base pay of $163,000-$285,200, 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. 

 

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer