Description

The Associate Director - ServiceNow Platform leads the planning, governance, maintenance and support of the ServiceNow enterprise platform at Humana. This position is highly visible and requires exceptional leadership, technical knowledge, organizational acumen, and the ability to work and communicate with other areas of the company, at all levels.

Responsibilities

The Associate Director – ServiceNow Platform performs technical and strategic planning, architecture oversight and platform maintenance and support for the entire ServiceNow environment at Humana.  

This is a highly visible role and impacts multiple areas across Humana.  Currently we have the following major products in place or under implementation within the Organization;

• ServiceNow IT Service Management
• ServiceNow HR Case Management
• ServiceNow Software Asset Management
• ServiceNow Security Operations
• ServiceNow IT Business Management (Project Portfolio Management and Application Portfolio Management)

In addition we are embarking on the build of custom applications for various business areas across Humana.   This work will accelerate over time.  This position is responsible for ensuring that all such activities are coordinated and that the platform remains performant, stable and high quality. 

Major activities involved in the position include the following;

• Instance upgrade planning and coordination among the various teams and stakeholders involved
• Coordination of code movement throughout the platform instances
• Laying down the technical roadmap for the ServiceNow platform at Humana
• Leading the Architectural Review Board that oversees the technical activities taking place on the platform
• Representation to senior leadership with regard to Platform activities
• Define approaches to effective govern the platform to align with ServiceNow best practices

We are looking for a special person that combines ServiceNow platform knowledge, technical skills, business acumen and superb communication ability to continue to enhance ServiceNow as the primary Service Management platform at Humana and to make us a world class example of such a platform. 

You will liaise with multiple business areas, multiple vendors and be expected to balance multiple priorities.  Whilst challenging, it is rewarding, in that you will be heading one of the largest ServiceNow implementations out there. 

You will lead a team of approximately 10 people, but also work closely with another arm of the team, under the same Director, that serves as a Development Center of Excellence. 

Required Qualifications

• Bachelor's Degree (or Associates Degree with demonstrated experience)
• 10 or more years of technical and organizational experience
• 5 or more years of management/leadership experience
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• Experience and knowledgeable of the ServiceNow platform

Preferred Qualifications

• Master's Degree
• ServiceNow certifications
• Experience with ITSM and/or ITBM

Additional Information

You will manage a team of approximately 10 associates/contractors, which is likely to grow.   You will report to the Director or Enterprise Tools.