Director Servicenow Platform

Date Posted:

2025-03-14

Country:

United States of America

Location:

UTCT1: Corp - CT - Remote Remote Location, Remote City, CT, 06101 USA

Position Role Type:

Remote

The Director of Snow Platform & Strategy is responsible for the development, maintenance and continuous improvement of the ServiceNOW platform and environment. This leadership role is accountable for the delivery of Service Now (SNOW) transformation and related operations used to enable business capabilities and services across the RTX enterprise. Leveraging platform capabilities, business insights and strong stakeholder relationships, the SNOW Platform Leader will make recommendations to enhance the overall service delivery experience.​

​

This Director brings current knowledge and future state vision for transforming the platform and environment including its strategy, processes and workforce.  This leader will manage, coordinate and coach team members and partner with stakeholders at all levels of the organization to identify areas of opportunity within RTX, implementing a solution to drive enterprise synergies and company-wide simplification.  ​

What You Will Do:​

​

• Accountable for RTX ServiceNow platform including; license management, development, maintenance, testing, implementation and production globally for digital, HR, and Finance. ​

• Manage ITSM & HRSD processes, IT service management, demand intake, prioritization and delivery.​

• Partner with stakeholders including ES service owners and BU digital teams to identify areas of opportunity, implement solutions to drive enterprise synergies and company-wide simplification. ​

• Contribute to the development and execution of the enterprise-wide digital strategy while ensuring alignment to the top-level goals of the business​​

• Drive the building, documentation, training, and ongoing honing of technical standards, platform governance, and a robust application monitoring program.​ ​

• Provide technical leadership to team of 70+ developers and architects for development efforts to meet project milestones as well as ensure that all available capabilities within the ServiceNow platform are leveraged to improve the employee experience within RTX. ​

• Ensure that all solutions developed are fit for purpose, in alignment with best practices using Agile principles., prioritizing use of out-of-the-box functionality and are built with enterprise scale in mind.​​

• Enable effective Tier 0 support to support increased % digital KPI’s through improving the platform and online self-service solutions.​

• Research and build business cases and road maps for adoption of the latest digital tools to deliver an improved digital experience.​

• Drive proactive upgrades, maintenance and enhancements to platform and ensure availability for employees accessing information and using the case management functionality ​

• Enable management of digital assets - hardware, software, and licenses and enablement of disaster recovery for all digital technology​

• Co-Lead unified employee portal design and implement globally for employees digital, HR and finance related needs including assets, payroll, leave of absence, travel/expense, and accounts payable. ​

• Communicate regularly with senior leadership within Enterprise Services, the BUs and functional stakeholders (People Services, HR, Digital Technology and Finance) regarding status of enhancements, upgrades, go-lives and changes in software capabilities. ​

• Influence key stakeholders (CIOs and customer service) on key platform changes and enhancements. ​

• Partner with stakeholders on key RTX initiatives to improve SNOW platform, encourage adoption of standard functionality and out-of-the-box solutions to minimize customization and maintenance requirements. ​

• Provide creative solutions to improve quality and efficiency of SNOW platform and harmonize processes while balancing customization with standardized solutions. ​

• Keep the business informed of upgrade opportunities from SNOW as they become available from the vendor, effectively translating technical functionality into business solutions. ​

• Drive the strategy to integrate AI capabilities into the platform to drive efficiency and end user experience improvements. ​

• Manage SNOW enhancements effectively between AOP and LRP based on scope and complexity. ​

• Consult across the enterprise on the best solution for complex business needs, balancing cost, efficiency and platform performance ​

• Integrate emerging SNOW capabilities into the platform roadmap in a way that drives benefits for RTX. ​

• Act as a thought partner on ES customer experience and PMO teams to ensure alignment of functionality across the ecosystem of enterprise services. ​

• Connect regularly with ServiceNow leadership team to influence the platform roadmap to include features and functionality needed for RTX. 

Qualifications You Must Have:

• Minimum Bachelor’s degree or equivalent work experience with employee/customer experience. 

• Current certified ServiceNow System Administrator, preferably with ITIL (IT Infrastructure Library) process knowledge

• Minimum 14 years’ experience related to Agile leadership, preferably in shared service environment

• Minimum 8 years’ experience managing ServiceNow Platform

• ​U.S. citizenship is required, as only U.S. citizens are authorized to access the financial management system due to government contractual requirements​

Qualifications We Prefer:

• Excellent communication skills (written and oral) with all levels of the organization.

• Outstanding problem-solving skills and superior customer service skills.

• Ability to work with highly sensitive and confidential data with good business judgment and ethics with strong project management skills and an ability to interact and partner with senior leadership.

• Ability to work in a team environment with a strong attention to detail and proven decision making skills while working in a deadline-driven atmosphere

• Proficient in MS Office applications

What We Offer:

Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

Learn More & Apply Now!

Work Location: Remote.  

The salary range for this role is 176,000 USD - 352,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

Privacy Policy and Terms:

Click on this link to read the Policy and Terms