Director, Service Technology & AutomationACRISURE • GRAND RAPIDS, MI
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Director, Service Technology & Automation
ACRISURE • GRAND RAPIDS, MI
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job_description.job_card.job_descriptionOversee ServiceNow platform architecture, development, maintenance, testing, implementation, and production globally. Drive proactive upgrades, maintenance, and enhancements to ensure platform availability and performance. Ensure all solutions are fit for purpose, align with best practices, prioritize out-of-the-box functionality, and are built for enterprise scale. Communicate regularly with senior leadership and stakeholders regarding platform enhancements, upgrades, and capabilities. Influence key stakeholders on platform changes and enhancements, promoting adoption of standard functionality. Consult across the enterprise on complex business needs, balancing cost, efficiency, and platform performance. Identify opportunities to leverage new features and functionalities to enhance user experience. Drive the integration of AI capabilities into the platform to improve efficiency and user experience. Manage and mentor teams of ServiceNow professionals, including administrators, developers, architects and analysts. Provide technical leadership to a team of developers and architects to meet project milestones and leverage all available platform capabilities. Collaborate with business leaders, IT teams, and end-users to understand needs and ensure the platform addresses them. Partner with service owners and digital teams to identify opportunities and implement solutions that drive enterprise synergies and simplification. Establish and enforce platform governance policies and procedures to ensure compliance with regulations and standards. Drive the building, documentation, training, and ongoing refinement of technical standards and application monitoring. Manage the budget of related service technologies, ensuring efficient resource allocation and cost optimization. Define and track key performance indicators (KPIs) to measure platform success and identify areas for improvement. Strong understanding of ITSM and ITIL frameworks. Proven ability to lead and motivate teams, manage projects, and drive results. Able to work independently and enjoy a high degree of interaction with team members Ability to contribute to a collaborative environment by consistently demonstrating teamwork, high motivation, positive behavior and effort to achieve goals and objectives Self-motivated and driven Effective written and verbal communication, including the ability to actively listen with all levels of the organization Outstanding problem solving and customer service skills Excellent time management and prioritization skills Attention to detail and commitment to a high level of accuracy Ability to multitask, prioritize, work independently, and use discretion surrounding sensitive and confidential data and information Ability to maintain a professional demeanor and positive attitude Bachelor’s degree or equivalent work experience in a relevant field. Certified ServiceNow System Administrator with deep platform expertise. Minimum 8 years of experience in Agile leadership, preferably in a shared services environment. Minimum 8 years of experience managing the ServiceNow platform. Experience with Microsoft Office Suite including Word, Excel, Power Point, Outlook, SharePoint. Competitive compensation Flexible vacation policy, paid holidays, and paid sick time Medical Insurance, Dental Insurance, and Vision Insurance (employee-paid) Company-paid Short-Term and Long-Term Disability Insurance Company-paid Group Life insurance Company-paid Employee Assistance Program (EAP) and Calm App subscription Employee-paid Pet Insurance and optional supplemental insurance coverage Vested 401(k) with company match and financial wellness programs Flexible Spending Account (FSA), Health Savings Account (HSA) and commuter benefits options Paid maternity leave, paid paternity leave, and fertility benefits Career growth and learning opportunities …and so much more!
About Acrisure
A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more.
In the last eleven years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Our culture is defined by our entrepreneurial spirit and all that comes with it : innovation, client centricity and an indomitable will to win.
Job Summary :
The Director, Service Technology and Automation is responsible for leading the strategic direction, implementation, and continuous improvement of the service technologies used at Acrisure. This role oversees service platform’s architecture, development, and design teams, ensuring alignment with enterprise goals and delivering scalable, secure, and high-performing solutions across the enterprise.
Responsibilities :
Strategy and Planning :
- Define the ServiceNow roadmap, aligning it with business goals and developing strategies for platform adoption and expansion.
- Contribute to the development and execution of enterprise-wide digital service strategies while ensuring alignment to top-level business goals.
Platform Management :
Communication and Influence :
Innovation and Improvement :
Team Leadership :
Stakeholder Management :
Governance and Compliance :
Budget and Performance :
This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.
Requirements :
Education and Experience :
Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.
Benefits and Perks :
Please note : This list is not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Offerings may vary based on subsidiary entity or geographic location.
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Director Technology • GRAND RAPIDS, MI
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