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IT Director ServiceNow Platform

Company: CVS Pharmacy
Location: Hartford
Posted on: January 8, 2022

Job Description:

Search by job title, category, or Military MOS code Job ID: 1693425BR
Category: -Information Systems
Address: 151 Farmington Avenue Atrium Bldg
Location: Hartford, CT Job Description
The Director for the Service Management Office platform team is responsible for the ownership and oversight of all Service Management and IT Asset Management tools including ServiceNow instances, the core platform team, and any escalations.

The Service Management Platform Director will be a highly motivated, collaborative, experienced leader with exceptional IT infrastructure knowledge. This individual will have a proven track record in supporting a broad set of platforms and capable of identifying gaps in the delivery of all operational services and creating mitigations for them.

As a member of the Service Management Office leadership team, you will support the business by providing a world-class data platform that will enable end-to-end lifecycle of IT services, applications, and assets. This organization serves as a center of excellence to deliver services to all colleagues with a superior customer experience.

Responsibilities include, but are not limited to:

--- Manage production support teams responsible for problem analysis of any operational issues related to Service Management tools including the ServiceNow platform.
--- Escalation point-of-contact for all Service Management operational issues and problem resolution.
--- Manage team who monitors, maintains, and improves the health and stability of the ServiceNow platform.
--- Manage weekly releases, monthly patching, and bi-annual platform upgrades, to maintain platform currency.
--- Ensure Legal/Regulatory compliance processes are adhered to and provide support for any audit requirements.
--- Maintain the governance, policies, and direction of the CMDB, including integrity of the CMDB, CI quality, and ongoing data stewardship.
--- Maintain key metrics for quality, efficiency, and productivity for all Service Management tools including the ServiceNow platform.
--- Identify and drive opportunities for automation and efficiencies to operational processes supporting Service Management tools including the ServiceNow platform.
--- Establish IT processes and procedures within ServiceNow, including maintenance routines, development standards, code reviews and new releases.
--- Provide Service Management Platform status updates and communicate relevant information to key stakeholders and executive leadership.
--- Oversee departmental finances of hardware, software, services, and labor, including budgeting, and forecasting.
--- Work closely with colleagues to drive cross functional teams to generate, communicate, and execute ideas in a usable, useful, and compelling form.
--- Facilitate discussions, be proactive with recommendations and conflict resolution, and escalate when appropriate to ensure delivery program success. Required Qualifications
---Minimum 10+ years related experience in managing enterprise IT Operations organizations and budgets such as Data Center Operations and\or SaaS Platform Operations.
--- Experience with workflow automation platforms and technologies, such as ServiceNow.
--- ITIL processes experience.
--- Experience with complex enterprise-wide initiatives.
--- Experience developing analysis, presentations, and support material to successfully implement strategy or change initiatives. Preferred Qualifications
--- Change Leadership.
--- Strategic & Critical thinking.
--- Clear communicator (written and verbal).
--- Executive presence.
--- Skilled relationship builder.
--- Problem Solving / Process Improvement.
--- Strong ability to identify system deficiencies and recommend solutions and continual service improvement.
--- Strong analytical and written/oral communication skills.
--- Proven relationship management skills at senior levels within an organization and external constituents.
--- Strong ability to work in a matrixed environment. Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
Apply A workplace that supports diversity, inclusion and belonging. At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW (PDF) Opens in a new window and EEO IS THE LAW SUPPLEMENT Opens in a new window . Please note that we only accept applications for employment via this site. We provide reasonable accommodations to individuals with disabilities. To request an accommodation, including a qualified interpreter, written information in other formats, translation or other services, please email AdviceandCounsel@cvshealth.com or call 877-805-9511 . The health and safety of our employees, patients, customers, and members is our top priority as we face the impact of COVID-19 together. We encourage you to visit our COVID-19 resource center to learn more. About CVS Health At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart. We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status.

Keywords: CVS Pharmacy, Hartford , IT Director ServiceNow Platform, Executive , Hartford, Connecticut

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