AVP, Application Support Management (Service Now)

Lincoln Financial Group-posted 7 months ago
$125,800 - $229,100/Yr
Full-time • Senior
Charlotte, NC
Securities, Commodity Contracts, and Other Financial Investments and Related Activities
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This leadership position is responsible for the strategic oversight, delivery, governance, and optimization of the ServiceNow platform. This position ensures the platform aligns with business objectives, delivers maximum value, and maintains high performance, scalability, and compliance. The role combines technical expertise, stakeholder collaboration, as well as active leadership to drive digital transformation through ServiceNow's IT Service Management (ITSM), IT Operations Management (ITOM), and other modules.

  • Champions and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
  • Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with senior management to incorporate new trends and developments in current and future strategies.
  • Directs and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
  • Identifies and directs strategic process improvements that significantly reduce workloads or improve quality across the team, department and/or business unit for assigned area(s) of responsibility.
  • Provides subject matter expertise to team members and internal/external stakeholders on complex assignments/projects for their assigned area(s) of responsibility.
  • Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
  • Directs, establishes and implements priorities, performance goals and objectives to ensure departmental results for their assigned area(s) of responsibility.
  • Directs and evaluates departmental performance and takes appropriate action to meet and/or exceed performance standards for assigned area(s) of responsibility.
  • Provides strategic leadership and direction to continually improve the capability and results for their assigned area(s) of responsibility.
  • Directs/executes approved strategy decisions and contributes to strategy creation for assigned area(s) of responsibility.
  • Ensures that top talent is hired and retained for their assigned area(s) of responsibility.
  • Builds organizational capability in delivery best practices, data standards and methodologies.
  • Define and monitor performance indicators for delivery efforts to track progress towards defined OKRs.
  • Builds the strategy and roadmap for the organization's mature usage of delivery templates, systems and/or applications within their assigned area of responsibility.
  • Identifies opportunities across the enterprise and its lines of business to strategically utilize applications/platforms.
  • Responsible for maintaining vendor maintenance/support, license contracts and relationship management in order to maximize cost benefit over the contract term.
  • Drives and oversees the assessment of solutions to streamline applications/platforms.
  • Drives the development of analytics on performance of systems and/or applications.
  • Directs the strategic design, development, and delivery of ideas and/or programs using advanced analytics and predictive modeling.
  • Directs and oversees the analysis and delivery of application support.
  • 10+ Years Application development or IT experience that directly relates to the responsibilities of this position.
  • 8+ years of experience with ServiceNow, including hands-on administration, configuration, or development.
  • 5+ years in a leadership role managing enterprise platforms.
  • 4 Year/Bachelor's degree (or equivalent) in Computer Science, Information Technology, or a related field (Master's preferred).
  • Proven track record of implementing ServiceNow ITSM, ITOM, or other modules in large-scale environments.
  • ServiceNow Certified System Administrator.
  • ServiceNow Certified Application Developer/Architect.
  • ITIL Foundation or higher.
  • Professional Scrum Product Owner/PMI Project Manager.
  • Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes.
  • Leadership development and virtual training opportunities.
  • PTO/parental leave.
  • Competitive 401K and employee benefits.
  • Free financial counseling, health coaching and employee assistance program.
  • Tuition assistance program.
  • Work arrangements that work for you.
  • Effective productivity/technology tools and training.
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