IT ServiceNow Leader

At Liberty, we are proud to integrate our Diversity, Equity, and Inclusion (DE&I) throughout all functions and areas of the Bank to maximize our impact and exceed goals. We believe deepening our DE&I strategies in the workplace and communities we serve creates a much better place to work for our teammates and a safe place where our customers are connected and supported.  We take pride in promoting a socially responsible and sustainable future through initiatives and investment. 

SUMMARY OF THE JOB: 

Reporting to the CTO, the IT ServiceNow Leader is directly responsible for conducting and overseeing technical implementation projects and process improvement projects to support outstanding service delivery.  This position will oversee the delivery of a high-quality service to end-users, ensuring service levels and processes meet Liberty Bank’s needs in the ServiceNow platform.  Manage and improve existing processes including Incident, Change, Config Management.  Future process introduction includes but not limited to:  Problem, Knowledge, ITOM and integrate with other platforms (M365 as an example) to modernize the platform for Liberty Bank.

ESSENTIAL FUNCTIONS:

• Introduce new processes including Problem Management, ITOM and other processes aligned to business and IT needs
• Continuously improve existing process.
• Create and maintain dashboards to drive operational improvements and insights for leaders including the CTO and CIO.
• Capability Leadership: Lead, develop, and expand the ServiceNow capability within Liberty Bank. Contribute to and execute a strategic vision for the practice to meet and exceed industry best practices.
• Act as a trusted advisor to our line of business and peers, understanding their business needs and translating them into actionable ServiceNow solutions.
• Team Leadership: Manage a team of ServiceNow employees, contractors and 3^rd party Service Providers.
• Solution Design: Oversee the design of ServiceNow solutions that our teams unique challenges, leveraging your functional expertise to ensure solutions are aligned with industry standards and best practices.
• Project Management: Lead project planning, backlog prioritization, execution, and monitoring to ensure successful project delivery. Ensure projects are completed on time, within scope, and on budget.
• Quality Assurance: Ensure the quality and excellence of ServiceNow solutions, fostering a culture of best practices and continuous improvement.
• Stay Informed: Be informed of emerging ServiceNow trends, tools, and technologies to maintain a competitive edge and guide the capability accordingly.

Minimum knowledge/skills:

• At least 5-7 years ServiceNow ITSM experience, including knowledge of capabilities, applications, and operations.
• Ability to work in an Agile framework and have the ability to prioritize a backlog in line with needs and strategy
• Deep domain expertise in ServiceNow and proven track record of leading ServiceNow implementation projects.
• Experience managing and navigating the ServiceNow partner ecosystem.
• ServiceNow certifications are preferred.
• Strong leadership skills with the ability to inspire and lead a team.
• Big picture thinking and passion for helping organizations solve their most critical, complex business obstacles.
• Experience in coaching, mentoring, and building trusting and collaborative relationships.
• Proven track record of client/employee satisfaction
• Ability to think strategically and solve complex business problems.
• In-depth knowledge of multiple modules within ServiceNow (ITSM/SPM/ etc.) and ServiceNow best practices.
• A demonstrated commitment to continuous learning and professional growth.
• Banking industry experience a plus

PHYSICAL REQUIREMENTS: 

• General Office Equipment
• Keyboard Dexterity
• Prolonged Sitting

COMPLIANCE:

Acts affirmatively in all activities under his/her control in conformance with the Bank’s Affirmative Action, Equal Employment Opportunity, and Fair Lending Programs to achieve the Bank’s goals and objectives. The Bank shall provide equal employment opportunity to all qualified persons, and continue to recruit, hire, train and evaluate persons in all jobs without regard to race, color, religion, sex, national origin, or veteran status.

Liberty Bank is an Equal Opportunity employer.  It is the policy of Liberty Bank to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

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