Engineering Director- ITSM (ServiceNow) Platform
Engineering Director- ITSM (ServiceNow) Platform
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$ 170000 - 255000
1 Vacancy
Job Description
Salary Range: $170000.00 to $255000.00 annually bonus equity (if applicable) benefits
The above represents the expected salary range for this job requisition. Ultimately in determining your pay well consider your location experience and other job-related factors.
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical financial and mental health as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical dental vision life insurance and disability benefits
- Flexible working model with hybrid onsite or virtual arrangements depending on role and business need
- 20 weeks paid parental leave for all parents regardless of gender offered for pregnancy adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
For a full list of Team Amex benefits visit our Colleague Benefits Site.
American Express is an equal opportunity employer and makes employment decisions without regard to race color religion sex sexual orientation gender identity national origin veteran status disability status age or any other status protected by law. American Express will consider for employment all qualified applicants including those with arrest or conviction records in accordance with the requirements of applicable state and local laws including but not limited to the California Fair Chance Act the Los Angeles County Fair Chance Ordinance for Employers and the City of Los Angeles Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
We back our colleagues with the support they need to thrive professionally and personally. Thats why we have Amex Flex our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs colleagues will either work onsite in a hybrid model (combination of in-office and virtual days) or fully virtually.
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At American Express our culture is built on a 175-year history of innovation shared values and Leadership Behaviors and an unwavering commitment to back our customers communities and colleagues. As part of Team Amex youll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills develop as a leader and grow your career.
Here your voice and ideas matter your work makes an impact and together you will help us define the future of American Express.
Joining Amex Tech means discovering and shaping your contribution to something big. Here you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies and a commitment to back the broader engineering community through open source our mission is to power your success. Because Amex Tech is powered by our technology our culture and our colleagues.
Job Role: Engineering Director ITSM (ServiceNow) Platform
American Express is seeking an experienced Engineering Director to lead the development and production support functions for our IT Service Management (ITSM) platform built on ServiceNow. Reporting to the Vice President of IT Asset Management and ITSM Platform this role will drive the development strategy and operational excellence of our ServiceNow platform. The ideal candidate will combine exceptional people leadership with deep technical expertise in ServiceNow and broader software engineering disciplines fostering innovation and delivering business-critical solutions in a fast-paced dynamic environment.
Responsibilities
- Strategic Leadership: Define and execute the vision for the American Express implementation of the ServiceNow platform aligning with American Expresss IT and business objectives.
- Platform Governance:Define and manage the governance of the platform aligning with multiple stakeholders to ensure development and usage of the platform meets governing principles and facilitates consistent upgrades and peak performance.
- Platform Development & Optimization: Oversee end-to-end development configuration and optimization of the ServiceNow platform including modules (e.g. Incident Problem Change Asset IT Operations Management (ITOM) Configuration Management Database (CMDB) Vulnerability Response(VR) Third-Part Risk Management (TPRM) Security Operations (SecOps) workflows and integrations.
- Team Leadership: Hire mentor and manage a high-performing team of engineers fostering a culture of innovation accountability and continuous improvement.
- Performance & Talent Management: Drive performance evaluations career development and succession planning to build a robust talent pipeline.
- Execution & Delivery: Lead agile development processes ensuring timely delivery of high-quality secure and scalable solutions.
- Vendor & Stakeholder Collaboration: Manage relationships with ServiceNow and other third-party vendors collaborating with cross-functional teams to ensure seamless integration and alignment.
- Innovation & Thought Leadership: Identify opportunities to leverage emerging ServiceNow functionality other emerging technologies and industry best practices to enhance the ServiceNow platform.
- Executive Communication: Present strategies progress and outcomes to senior leadership translating technical concepts into business value.
- Operational Excellence: Ensure platform reliability security and compliance with enterprise standards driving continuous improvement in DevOps practices.
- Ambiguity Navigation: Make informed decisions in complex ambiguous scenarios balancing short-term needs with long-term goals.
Qualifications
- Education: Bachelors or Masters degree in Computer Science Information Technology or a related field.
- Experience: 10 years of relevant experience in software engineering IT service management or platform development with at least 5 years in a technical or people leadership role.
- ServiceNow Expertise:
Deep knowledge of the ServiceNow platform including architecture modules (e.g. ITSM ITOM ITAM SecOps) workflows and integrations.
Hands-on experience with ServiceNow development configuration and administration.
Familiarity with ServiceNows best practices and ecosystem including API integrations and custom applications.
- General Technical Expertise:
Strong understanding of the software development lifecycle (SDLC) and agile methodologies.
Proficiency in software programming fundamentals with past hands-on coding experience in a programming language (e.g. Java Python JavaScript or similar).
Knowledge of information security principles OSI model network fundamentals and system architecture.
Experience with DevOps practices CI/CD pipelines and cloud technologies is a plus.
- People Leadership:
Proven ability to hire develop and retain top engineering talent.
Expertise in performance management talent development and fostering inclusive team cultures.
Strong business acumen critical thinking and the ability to cast a compelling vision.
Exceptional collaboration and communication skills with experience presenting to executives and managing vendor relationships.
Ability to drive innovation navigate ambiguity and lead teams through complex high-stakes projects.
- Certifications: ServiceNow certifications (e.g. Certified System Administrator Certified Application Developer or ITIL) are highly desirable.
- Soft Skills: Innovative mindset strategic thinking and the ability to influence and inspire at all levels of the organization.
Required Experience:
Director
Employment Type
Full-Time
