Associate Director

Job Description:

Associate Director Technology

Location: Bangalore, India

 Job Overview

As the Associate Director for ServiceNow Development & Support Portfolio, you will drive the architecture, development, deployment, and ongoing support of the enterprise ServiceNow platform. This is a strategic leadership role responsible for ensuring operational excellence, innovation, and continuous improvement across ServiceNow ITSM, ITOM, CSM, FSM, and related modules as well as integrating ServiceNow within the broader digital ecosystem. The ideal candidate will have a 15+ years total experience with 5+ years in ServiceNow leadership roles having proven experience of growing teams and delivering projects

Key Responsibilities:

• Own the overall roadmap, and execution for ServiceNow platform, including ITSM, ITOM, CSM, FSM modules
• Lead the design, implementation, and support of scalable ServiceNow solutions and workflows. Oversee ServiceNow custom development, scripting, debugging, troubleshooting and high-availability deployments. Ensure robust workflow management, business rules, and ServiceNow best practices are adhered to
• Drive DevOps and automation practices, including Git version control, CI/CD pipelines, and integration of microservices with Kubernetes
• Lead configuration, customization, and integration of ServiceNow with enterprise applications
• Optimize performance, scalability, and security of ServiceNow environments
• Serve as the escalation point for critical incidents, troubleshooting, problem resolution and platform debugging
• Mentor, manage, and grow a high-performing team of ServiceNow developers, administrators, and support professionals
• Partner with business, IT, and vendor stakeholders to align ServiceNow delivery with strategic objectives
• Stay up to date with emerging ServiceNow features and technology trends, including big data integrations
• Foster a culture of innovation, continuous improvement, and collaboration across cross-functional teams, bringing in a culture of ownership and accountability. Build a collaborative and inclusive work environment to attract and retain top talent.
• Communicate effectively with executive leadership, providing regular updates on project progress, risks, and opportunities.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or a related field (master's degree preferred).
• 15+ years of experience in software development, with at least 5 years in a leadership role managing ServiceNow development and support programs.
• In-depth understanding of ServiceNow modules: ITSM, ITOM, CSM, FSM, Business Rules, and IntegrationHub
• Strong development skills in Java and JavaScript
• Experience with DevOps implementation, Git, CI/CD pipelines, automation, and container orchestration (Kubernetes)
• Microservices architecture: design and deployment experience in distributed systems
• Proficiency in Unix Shell Scripting for systems integration and automation
• Familiarity with Apache Spark and its integration for analytics/data pipelines is a plus
• Demonstrated leadership managing teams, driving delivery, and guiding technical strategy
• Strong stakeholder engagement, communication, and influencing abilities
• ServiceNow Implementation Specialist or ServiceNow Technical Architect certifications (CIA, CTA.) strongly preferred
• Additional certifications in DevOps, Java, Kubernetes, or related technologies are a plus

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It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.