Header: 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

Must have:

• 12+ years of experience in IT management with focus on IT Applications operations.
• ServiceNow platform architecture, and standard processes.
• ITSM processes and experience with JavaScript and REST APIs.
• Manage a team of Application support engineers(onshore/offshore) to support operational activities, deployments of new capabilities, patching and upgrades of the ServiceNow platform
• Excellent communication skills, both written and verbal, with the ability to articulate technical solutions in clear terms to a variety of audiences.
• Lead all aspects of and help address production issues in a timely manner, including off hours and weekend as necessary.
• Collaborate with onshore/offshore team environment across US/India time zones
• Certifications: ServiceNow System Administrator (CSA) and other.

Nice to have:

• ServiceNow Development: AI/ML capabilities
• Additional certifications: Application Development (CAD); ServiceNow Implementation Specialist (CIS) – Discovery, CMDB; ITIL