Director, IT CRM
Company Description
ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
Team
We aspire to create industry’s best intelligent digital customer success IT Ecosystem. We work on a number of initiatives. Join our Applications team and learn what makes businesses more successful. Our focus is on delivering Lead to Order capabilities for the ServiceNow and any other customer success initiatives that drive the company growth.
Role
- IT Service owner for ServiceNow’s CRM (Customer Relationship Management).
- As we continue to expand the Lead to Order capabilities, this role will scale to support growing systems and ensure the teams both IT and Business are well supported to deliver the best experience.
What you get to do in this role:
- Lead the CRM IT team, comprising of Business System Analysts, Developers and QA to deliver new features and enhancements to a ServiceNow’s MS Dynamics 365 CRM
- Responsible for managing and optimizing development, requirements, support processes with a mind-set of continuous improvements
- Visualize the strategy to achieve the long-term roadmap and provide suggestions to the leadership on how we could better achieve the goals.
- Work cross-functionally across IT to ensure CRM is connected with upstream, downstream and analytics capabilities
- Building the best user interface and user experience capabilities for the end users.
- Have a strong understanding of business functionality and problems and ensures that the systems are built with the best design and features that scale and perform well.
- Help planning projects with effort estimates, timelines, resourcing and also instance planning strategy for applications.
- Influence the business on CRM trends and directions we should take the Sales organization based on previous CRM experiences
- Build strong relationship with the business teams to provide them the support and adequate technical direction and guidance.
- Guide and coach the team on right coding standards and best testing strategies to deliver quality applications.
- Build career path for the team by working closely with the engineers to understand their personal goals and coaching them on how they can excel in their role. Build a trusted relationship with the team.
- Working with MS on Roadmap and enhancements
Qualifications
In order to be successful in this role, we need someone who has:
- Should have at least a bachelor’s degree or equivalent experience in Computer Science, Computer Engineering, IT, or a related field.
- Should have minimum of 10 years of experience in CRM, Application Development and managing / leading teams.
- Strong knowledge of SaaS business model
- Expert in CRM business processes in a SaaS business
- Knowledge in MS Dynamics CRM.
- Working expertise in Agile / SAFe
- Excellent written, presentation and communication skills.
- Enjoys mentoring and coaching the team to achieve career goals.
Examples of items Director will drive:
- Maximizing investment by demonstrating new capabilities from MS and influencing the business to leverage
- Influencing the business on a different approach where experience has shown a certain idea will not be successful
- Working with IT team on improving the existing Agile processes to maximize throughput
JV20
Additional Information
ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.