ServiceNow Platform Owner

Truist Bank•Charlotte, NC

3d•Onsite

About The Position

The Group Technology Director is a strategic, hands-on IT leader who is responsible for the build-out, improvement, maintenance and administration of the company’s IT applications and systems including networks, employee devices, policies, overall capability, security, availability and reliability. Will support the digital transformation goals for the company. Provides leadership and direction to senior professionals and management of multiple departments or technical disciplines. Responsible for directing resources to be Agile, self-managing, directing and quick to respond to business demand.

Requirements

Bachelor’s degree and ten to twenty-five years related experience or equivalent combination.
Managed Technology or Technology Process Teams for more than ten years or teams of thirty or more technologists.
Excellent knowledge of technical management and data governance.
Knowledge of current trends in IT hardware and systems software field.
Database management skills with the ability to produce reports.
Familiarity with the support and troubleshooting of personal computers and tablet devices.
Analyze situations, evaluate alternatives, and implement robust solutions.
Interpret guidelines and analyze information to adapt or modify processes in response to changing circumstances.
Duties may require non-routine analysis, research and follow-through.
The position requires strong problem solving and analytical skills with the ability to work independently and exercise sound judgment.
The ability to make commitments and be willing to be held accountable against them, organizing workloads to meet deadlines.
Exhibit adaptability to accept or bring about change when needed.
Strong written and verbal communication skills.
The ability to excel in a team environment and advance overall team objectives.
The ability to ensure customer satisfaction by delivering excellence in products and service.
Ability to work and communicate with peers, vendors, internal staff, including software program leadership and others.
Consistently demonstrate professional, positive, and approachable attitude, demeanor and discretion.
Demonstrate sensitivity in handling confidential information.
Formulate and clearly communicate ideas to others.
Fluency in English.
Financial responsibility may include working within a budget to complete projects, negotiating and contracting with vendors and assisting with budget development.
Purchase equipment and supplies as provided for in the budget.
Ability to manage personnel with little supervision.

Nice To Haves

Knowledge on Active Directory, Exchange, O365, Azure, Firewalls, Hyper V, VLANs. Solar Winds, MS Office, Redhat, etc.
Training ability and experience

Responsibilities

Owns the ServiceNow platform strategy, roadmap, and architecture to support business needs and digital transformation goals.
Leads the design, configuration, implementation, and ongoing enhancement of ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, GRC).
Publishes best practices and educates stakeholders on ServiceNow capabilities, governance, and usage.
Defines and manages training, certification, and career paths for ServiceNow team members.
Evaluates new ServiceNow features, releases, and integrations; recommends adoption of new capabilities.
Ensures platform stability, performance, and scalability through proactive monitoring and capacity planning.
Manages platform upgrades, patching, and lifecycle maintenance to minimize technical debt and ensure compliance.
Enables self-service and automation for business units through workflow development and catalog management.
Drives continuous improvement of ServiceNow processes and service capabilities—focus on efficiency, user experience, and cost optimization.
Maintains dashboards and reporting for platform health, usage, and service levels.
Partners with business and IT teams to identify unmet needs and deliver ServiceNow-based solutions.
Develops and manages platform budget, licensing, and vendor relationships.
Serves as the primary point of contact for ServiceNow-related initiatives, communications, and escalations.
Ensures platform security, data integrity, and compliance with internal policies and external regulations.
Provides escalated technical support and troubleshooting for ServiceNow issues.
Leads or supports special projects, integrations, and process automation initiatives.
Manages ServiceNow documentation, including platform standards, procedures, and operations manuals.
Willingness and ability to travel as required (typically 10% to 15%).