The Role:

We are seeking an experienced Senior Technical Leader to manage and drive the broad range of services provided by our ServiceNow implementation, including the ServiceNow catalog. In this role, you will lead a geographically distributed team of ServiceNow developers and administrators focused on resolving platform issues and errors. This position requires a strategic thinker with technical expertise and strong leadership capabilities to ensure the smooth operation and continual enhancement of the ServiceNow platform.

Key Responsibilities:

ServiceNow Platform and Catalog Management:

• Oversee the implementation, maintenance, and optimization of the ServiceNow platform, ensuring it meets organizational needs.
• Manage the development and enhancement of the ServiceNow catalog to provide a seamless user experience and align with business requirements.
• Drive the adoption and utilization of ServiceNow services across the organization, identifying opportunities for innovation and efficiency.

Team Leadership:

• Lead and manage a globally distributed team of ServiceNow developers, fostering collaboration and high performance.
• Provide mentorship and technical guidance to team members, ensuring best practices in ServiceNow development and operations.
• Oversee the ServiceNow administration team, ensuring timely identification, analysis, and resolution of issues and errors.

Service Delivery and Issue Resolution:

• Ensure the reliable delivery of services provided by the ServiceNow platform, maintaining high standards of quality and availability.
• Act as an escalation point for critical incidents, coordinating resources to resolve complex issues swiftly.
• Drive root cause analysis and implement preventative measures to reduce recurring issues.

Stakeholder Collaboration:

• Partner with business leaders, IT teams, and end-users to gather requirements, define priorities, and deliver tailored ServiceNow solutions.
• Communicate platform updates, enhancements, and performance metrics to stakeholders effectively.
• Develop and maintain strong relationships with ServiceNow partners and vendors.

Continuous Improvement and Innovation:

• Identify and implement opportunities for automation and process optimization within ServiceNow workflows.
• Stay current on ServiceNow product developments, industry trends, and best practices to recommend improvements.
• Drive initiatives to improve the performance, scalability, and usability of the ServiceNow platform.

Qualifications:

Education and Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 8+ years of experience in ServiceNow platform management, development, or architecture, with 5 years in a leadership role.
• Proven experience managing globally distributed technical teams.
• Strong background in ServiceNow catalog management and service delivery.

Technical Skills:

• Deep knowledge of ServiceNow modules, including ITSM, ITOM, ITBM, and Service Catalog.
• Proficiency in scripting (e.g., JavaScript, Glide API) and building custom workflows and integrations.
• Experience with incident, problem, and change management processes within an ITIL framework.
• Strong understanding of ServiceNow Discovery, CMDB, and automation tools.

Certifications (Preferred):

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Implementation Specialist Certifications (e.g., ITSM, Service Catalog).
• ITIL v3 or ITIL 4 Foundation Certification.

Soft Skills:

• Exceptional leadership and team management skills, with the ability to inspire and guide remote teams.
• Strong problem-solving and analytical abilities, especially under pressure.
• Excellent communication and stakeholder management skills.
• Ability to manage competing priorities and deliver results in a fast-paced environment.

We truly believe in the power that comes from the diverse backgrounds and experiences our employees bring with them. Although each vacancy details what we are looking for, we don’t necessarily need you to fulfil all of them when applying. If you like change and innovation, seek to see the bigger picture, make data driven decisions and are a good team player, you could be a great fit.

Why this role is important to us

Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We’re driving the company’s digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.

We offer a collaborative environment where technology skills and innovation are valued in a global organization. We’re looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.

Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

Salary Range:

$140,000 - $222,500 Annual

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Job Application Disclosure:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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