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Job description
Position Summary
The Vice President of Enterprise Systems Support is accountable for the governance, strategy, and execution of the ServiceNow platform within a regulated financial services environment. This role combines platform ownership, process engineering, event monitoring, enterprise observability, and IT Asset Lifecycle Management to ensure critical services are resilient, cost-effective, well-controlled, and compliant. The Enterprise Systems Support Manager partners with Technology, Operations, Risk, Compliance, Security, Finance, and Audit teams to design automated, auditable, and observable processes leveraging ServiceNow and Dynatrate.
Essential Functions And Responsibilities
Platform Strategy, Governance & Service Lifecycle Management Own the ServiceNow platform roadmap, including process automation, observability, event monitoring, and IT asset lifecycle management
Establish governance standards for workflow design, asset lifecycle processes, observability integration, and control implementation
Ensure services, systems, and assets are traceable end-to-end across their full lifecycle
Process Engineering & Optimization Lead enterprise process engineering initiatives, including process mapping, reengineering, and standardization
Identify control gaps, manual touchpoints, asset lifecycle inefficiencies, and service failure points
Design automated, observable workflows that integrate asset, service, and operational data
IT Asset Lifecycle Management Ensure accurate tracking of hardware, software, cloud, and virtual assets within ServiceNow
Partner with Finance, Procurement, and Vendor Management to support cost transparency, chargeback/showback, and license compliance
Ensure asset data supports CMDB integrity, service mapping, and operational decision-making
Event Monitoring, Observability & Resilience Own ServiceNow ITOM Event Management capabilities, including event ingestion, correlation, and automated response
Integrate Dynatrace for application, infrastructure, and digital experience observability, ensuring high-quality event and metric flow into ServiceNow
Define event models, thresholds, and noise-reduction strategies across monitored services and assets
Ensure monitoring supports operational resilience and regulatory expectations for critical services
Risk, Compliance & Controls Embed regulatory and risk controls into asset lifecycle, workflow, and event-driven processes
Ensure software license compliance, asset controls, and auditability in support of SOX, SOC, and internal risk standards
Support audits, exams, and risk assessments with documented asset processes, controls, and system evidence
Team & Vendor Leadership Lead and develop ServiceNow administrators, developers, analysts, & process engineers
Manage system integrators, asset vendors, and platform partners (including Dynatrace)
Oversee intake, prioritization, and delivery using controlled Agile or SDLC practice
Solution Design & Delivery Oversee scalable ServiceNow solutions with embedded asset lifecycle management, monitoring, and automation
Ensure out-of-the-box-first and low-customization approaches while meeting control and reporting requirements
Govern secure integrations between ServiceNow, Dynatrace, procurement systems, and asset discovery tools
Operational Stability & Change Management Ensure platform availability, performance, and controlled release management
Plan and execute upgrades, patches, and enhancements with full testing, validation, and business sign-offSupport business continuity and disaster recovery requirement
Stakeholder Engagement Act as a trusted advisor on process maturity, observability, asset governance, and platform capability
Translate operational, financial, and regulatory requirements into automated, auditable workflows
Communicate asset health, service resilience, cost optimization, and risk reduction to senior leadership
Metrics & Continuous Improvement Define KPIs and dashboards for asset lifecycle health, license compliance, process performance, event quality, and service resilience
Use ServiceNow and Dynatrace insights to drive problem management, root cause analysis, asset optimization, and continuous improvement
Improve data quality, reduce waste, and increase automation-driven outcomes
Additional Responsibilities Include
Work closely with internal and external partners to guarantee continuous infrastructure availability
Suggest and implement continuous improvement, automation efforts across the end user ecosystem.
First contact to stakeholders and clients pertaining to user support requests.
Provide technical advice and industry best practices related to end user computing technologies.
Perform special projects and initiatives as assigned
Qualifications Required
Experience with IT Asset Management, event monitoring, and enterprise observability
Strong understanding of ITSM, ITIL, and service lifecycle management
Bachelor’s or master’s degree in computer science, Information Technology, or a related field.
Extensive experience in a technology leadership role within IT/financial services.
Proven ability to lead, motivate, and manage technology teams and drive innovation.
Strong strategic thinking & problem-solving abilities.
Exceptional communication & interpersonal skills
Demonstrated ability to drive technology initiatives in a fast-paced, dynamic environment.
Ability to communicate with highly technical/quantitative as well as non-technical partners
Ability to travel up to 20% (between NYC and NC)
Key Skills IT Asset Lifecycle Management
ServiceNow–Dynatrace integration
Process engineering and workflow automation
Event correlation and noise reduction
Risk, financial, and control design
Operational resilience and service lifecycle management
Qualifications Desired
Women, Veterans, and members of other DEI groups are encouraged to apply.
ServiceNow CSA (required); CIS, CAD, ITOM, ITAM, or GRC certifications preferred
Hands-on experience with ServiceNow
Hands-on experience with Dynatrace observability platformsFinancial services experience (banking, payments, insurance, or capital markets)Experience supporting audits and regulatory examsTechnical Project Management ExperienceProficient with the MS Office Suite with a focused ability to create concise and compelling presentations in PowerPoint in a demanding and quick paced environment (Flash Reports in PowerPoint, Excel Workbooks, etc.)Collaborative team player with the ability to connect across groups with proven ability to influence stakeholdersDemonstrates commitment to excellence anticipating needs, mitigating risks and minimizing challengesStrong attention to detailCommunicates crisply and candidlyProficient in multiple infrastructure disciplines and functionsExperience with agile methodologies.Experience working across large infrastructure environments and distributed across multiple data centers
Behavioral & Leadership Competencies
Possesses and applies broad knowledge of concepts and principles while exhibiting technical expertise in core subject areas
Works well independently with minimal instruction/guidance, confident to escape issues appropriately
Excellent team player and effectively engages external/internal partners across the enterprise portfolio
Strong analytical and problem-solving skills with a focus for continuous improvement
Ability to lead medium to complex projects as a department representative
Adhere to the corporate Code of Conduct and exude a lead by example approach
Physical Demands And Work Environment
Work is generally sedentary in nature. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available. The anticipated annual salary range for this position is $200,000 - $250,000. Base salary will be determined by the role, experience, skill set and location. For eligible positions, discretionary incentive compensation may be awarded contingent on personal and company performance. Our benefits program includes medical, dental, vision, life insurance, 401(k) plan with company contribution and company match, tuition reimbursement and more.
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.