ServiceNow Director

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car. 

Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.

Job Description

This position is hybrid and will be required to be in office two times per month for collaboration working sessions.

The ServiceNow Director will be responsible for coordinating the development and ongoing maintenance of the Service Now platform and serves as the escalation point for the Service Now program overall to discuss changes, risks, and any schedule updates. You will facilitate communication between the core team and business sponsors, stakeholders, business subject matter experts (SME’s) and IT team members (internal and external). The director will align Service Now capabilities with business objectives, fostering innovation, and ensuring high-quality service management practices.

Job Duties

• Develop and execute the Service Now strategy in alignment with the organization’s business goals to ensure the effective integration of Service Now with other IT and business systems.

• Collaborate with stakeholders to gather business requirements and turn them into actionable designs.

• Coordinate and manage the pipeline for new Service Now requests including intake, eligibility analysis, build and deploy.  Report out on pipeline status and commitments

• Oversee the design, configuration, and implementation of Service Now modules and applications to meet business needs. Serve as an SME with detailed understanding of the Service Now platform.

• Identify and resolve project issues, mitigate project risks, manage scope, and manage deadlines to enhance operational efficiency and service delivery.

• Implement best practices for Service Now administration, including incident, problem change, and request management.

• Build and maintain positive and constructive relationships with key business partners, IT stakeholders, team members, and other departments involved in the projects, and appropriately manage expectations. 

• Coordinate UAT/Demos with Business Stakeholders and document the feedback to be incorporated to drive continuous improvement and optimize service delivery.

• Lead, mentor, and develop the Service Now team, conducting one-on-ones and performing semi-annual reviews.

• Establish and maintain governance frameworks for Service Now implementation and usage by adhering to ITIL standards.

• Other duties as assigned

Education and Experience

• Bachelor’s degree or educational experience in related field preferred, or relevant work experience.

• Six plus (6+) years in IT service management overseeing Service Now implementations and administrations.

• Four plus (4+) years management experience.

• Five plus (5+) years as a Service Now Developer.

• Experience as a Service Now architect is a bonus.

• Experience in the auto or finance industry preferred. 

• Experience with Service Now ITSM, SecOps, CMDB/Discovery.

• Experience with documenting and analyzing business processes.

• Excellent facilitation, collaboration, communication and presentation skills.

• Strong analytical skills, ability to reconcile initiatives with business strategies and goals.

• Excellent planning and organizational skills with strong inter-personal communication skills.

• Excellent time management, presentation, and organizational skills.

• Ability to communicate technical information to non-technical personnel.

• Skilled in organizing resources and establishing priorities.

• Ability to learn and support new systems and applications.

#LI-Hybrid

Exeter Finance LLC is an Equal Opportunity Employer.

Individual compensation packages are based on various factors unique to each candidate including

skill set, experience, qualifications and other job-related reasons.

122,400.00 USD-$191,250.00