ServiceNow Associate Director Application Support Engineering

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We're committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

Pay and Benefits:- Competitive compensation, including base pay and annual incentive

• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).
  
  

The Impact you will have in this role: The ServiceNow Associate Director Application Support Engineering will be part of the Engineering & Ops team responsible for Application support of the ServiceNow instances with products – ITSM and ITOM, including ITAM, Service Catalog, Service Portal, Operational ITIL Processes, CMDB, Discovery, Event Management, Twilio, Nuvolo, Flexera (Soft Asset Management Tool) and System Integrations

Your Primary Responsibilities: - Manage a team of Application support engineers(onshore/offshore) to support operational activities, deployments of new capabilities, patching and upgrades of the ServiceNow platform

• Lead all aspects of and help address production issues in a timely manner, including off hours and weekend as necessary
• Responsible for service level availability of production and non-production environments
• Responsible for collaborating with engineering, product and extended IT teams to ensure successful delivery of projects and support
• Represent ServiceNow team to implement organization’s Disaster Recovery exercise
• Define and document policies, procedures, standards related to application operations
• Responsible for team’s adherence to DTCC’s regulatory and IT general controls and support for audit activities, as required
• Responsible for working with ServiceNow support and extended vendor team to maintain platform hygiene, address performance and other platform specific issues on all environments
• Produce performance/SLA reporting metrics for continuous improvement of the operations team
• Provide level 2 engineering support to complement engineering team
• Responsible for staffing, mentoring, and maintaining high performing operations team
• Collaborate with onshore/offshore team environment across US/India time zones
  
  

**NOTE: The Primary Responsibilities of this role are not limited to the details above. **

Qualifications:- Bachelors or Masters in Computer Science or equivalent

Talents Needed for Success:- At least 12 . of experience in IT management with focus on IT Applications operations

• Excellent understanding of ServiceNow platform architecture, and standard processes
• Strong knowledge of ITSM processes and experience with JavaScript and REST APIs
• Understanding of third-party integrations
• Certifications: ServiceNow System Administrator (CSA)
• Highly experienced with partner communication, knowledge of compliance standards, and handling audit activities
• Adept in balancing multiple competing priorities and project deliverables
• Excellent communication skills, both written and verbal, with the ability to articulate technical solutions in clear terms to a variety of audiences
• ServiceNow Development; AI/ML capabilities will be desirable
• Additional certifications on the following will be desirable: Application Development (CAD); ServiceNow Implementation Specialist (CIS) –Discovery, CMDB; ITIL
  
  

The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation..