Associate Director, IT Service Management & Process (ServiceNow)

Location: Remote, Farmington, Connecticut, United States

Salary: $113,718–$190,388 per year

Company

hirify.global is an independent nonprofit biomedical research institution focused on genetics, genomic solutions, and biomedical research.

What you will do

• Own the ServiceNow platform strategy, roadmap, administration, integrations, upgrades, automation, self-service, and vendor management.
• Lead and continuously improve the enterprise ITSM/ITIL framework, including incident, request, change, problem, knowledge, and service-level management.
• Own CMDB and configuration management strategy, standards, data quality, and integrations.
• Lead IT disaster recovery, business continuity planning, governance, recovery requirements, and testing.
• Manage the technology vendor and third-party risk program in partnership with Security, Procurement, Legal, Compliance, and business owners.
• Lead the ITSM & Process team, manage its budget and priorities, and drive Agile/DevOps maturity, reporting, training, and cross-functional alignment.

Requirements

• Experience designing, implementing, governing, and improving enterprise ITSM/ITIL processes.
• Significant experience with ServiceNow or a comparable enterprise service-management platform, including administration, implementation, workflow design, integrations, governance, and roadmap management.
• Experience managing an enterprise CMDB and configuration management capability, as well as disaster recovery, business continuity, and recovery testing.
• Experience with technology vendor and third-party risk management, operational KPIs, service-level measures, dashboards, and reporting.
• At least 5 years of relevant professional experience and at least 5 years of supervisory or people-leadership experience; 7 or more years preferred.
• Bachelor’s degree in Computer Science, Information Systems, or a related field required; a master’s degree is preferred.

Nice to have

• ITIL or ITSM certification.
• ServiceNow administration or implementation credentials.
• Business-continuity credentials such as CBCP.

Culture & Benefits

• Remote work arrangement.
• Work within an independent nonprofit biomedical research institution.
• Opportunity to support research and technology services across an international organization with locations in the United States, Japan, and China.
• Focus on customer experience, service quality, continuous improvement, and regulatory and audit readiness.