Director - ServiceNow Solutions & Integrations

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. As the Director of ServiceNow Solutions & Integrations, you will lead a global team of engineers and architects responsible for the design, delivery, and optimization of enterprise solutions built on the ServiceNow platform. This includes overseeing integrations with critical business systems such as Genesys Cloud, Okta, Workday, and other enterprise applications to enable seamless, end-to-end workflows. In this highly visible leadership role, you will also own the ITSM process framework, driving definition, governance, and maturity across Incident, Request, Problem, Change, and related practices. You will partner with business and IT stakeholders to ensure alignment with ITIL principles and continuous service improvement. Additionally, you will lead a small development team for the internal enablement and implementation of Genesys Cloud solutions to support enterprise operations and employee experience initiatives. Responsibilities Strategic & Architectural Leadership Define and execute the overall strategy for the ServiceNow platform and its integrations across the enterprise. Establish the roadmap for ServiceNow capabilities, ensuring alignment with IT and business objectives. Ensure that ServiceNow architecture, integrations, and configurations adhere to enterprise standards, security policies, and governance frameworks. Partner with business and IT stakeholders to design solutions that automate and enhance end-to-end service experiences. Deep expertise across the ServiceNow ecosystem, including ITSM, ITOM, CSM, ITAM, SIR, HRSD, IRM, AI Control Tower, Now Assist, LSD, and SPM, with the ability to architect integrated solutions that drive end-to-end digital operations. Platform & Integration Oversight Oversee integration design and implementation between ServiceNow and enterprise systems (e.g., Genesys Cloud, Okta, Workday, HR, Finance, and IT systems). Lead the evaluation and adoption of new ServiceNow modules, capabilities, and integration tools. Ensure platform reliability, scalability, and performance across multiple environments. Drive adherence to SDLC, DevOps, and CI/CD practices within the ServiceNow delivery model. Team Leadership Manage and mentor a team of leaders, engineers, and architects responsible for ServiceNow development and integration. Foster a culture of accountability, innovation, and cross-functional collaboration. Develop staff capabilities, succession planning, and professional growth aligned with organizational goals. Oversee vendor relationships and contracts related to ServiceNow and integration solutions. Stakeholder Engagement & Communication Communicate complex technical strategies and solution designs in clear, business-oriented terms. Partner with executive leadership to prioritize initiatives and ensure visibility into progress, risks, and outcomes. Champion change management, transparency, and collaboration across business units and technology teams. Continuous Improvement & Innovation Stay current on ServiceNow product releases, integration patterns, and industry best practices. Promote automation, AI-driven capabilities, and data-driven insights to improve efficiency and service delivery. Identify opportunities to reduce technical debt, streamline processes, and enhance user experience. Requirements Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field (Master’s preferred). 12 years of progressive IT experience, including at least 7 years of hands-on experience with ServiceNow. Proven experience leading large-scale ServiceNow programs, including architecture, development, and platform governance. Demonstrated success designing and managing integrations between ServiceNow and enterprise platforms such as Genesys Cloud, Okta, and Workday. Deep understanding of ITSM principles and frameworks, with ITIL Foundation certification preferred. Expertise in ServiceNow architecture, data model, integrations, and security model. Strong leadership experience managing multiple teams and leaders across global operations. Excellent written, verbal, and presentation skills, with the ability to explain complex topics to technical and non-technical audiences. Demonstrated ability to balance strategic vision with hands-on execution and operational delivery. Core Competencies Strategic and systems thinker who can translate business goals into scalable solutions. Strong communicator, capable of influencing across technical and executive levels. Collaborative leader who inspires trust and drives accountability. Deep technical and architectural acumen combined with a customer-centric mindset. Continuous learner who embraces innovation and emerging technologies. Expert in design-thinking and agile delivery, capable of operationalizing both to accelerate ServiceNow solution innovation and value realization. #LI-Remote #LI-AR1 Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $149,900.00 - $278,500.00 Benefits: Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. Want to join Genesys but don’t see a role that matches your skills right now? Join our Talent Community! You’ll receive Genesys updates and job openings Sign up here. If a Genesys employee referred you, please use the link they sent you to apply. Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.