Director - ServiceNow Solutions & Integrations

Director - Service Now Solutions & Integrations

Join Genesys, a leader in customer experience solutions, as a Director of Service Now Solutions & Integrations. Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI‑powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

As the Director of Service Now Solutions & Integrations, you will lead a global team of engineers and architects responsible for the design, delivery, and optimization of enterprise solutions built on the Service Now platform. This includes overseeing integrations with critical business systems such as Genesys Cloud, Okta, Workday, and other enterprise applications to enable seamless, end‑to‑end workflows. You will also own the ITSM process framework, drive definition, governance, and maturity across Incident, Request, Problem, Change, and related practices, and partner with business and IT stakeholders to align with ITIL principles and continuous service improvement.

Additionally, you will lead a small development team for the internal enablement and implementation of Genesys Cloud solutions to support enterprise operations and employee experience initiatives.

• Define and execute the overall strategy for the Service Now platform and its integrations across the enterprise.
• Establish the roadmap for Service Now capabilities, ensuring alignment with IT and business objectives.
• Ensure that Service Now architecture, integrations, and configurations adhere to enterprise standards, security policies, and governance frameworks.
• Partner with business and IT stakeholders to design solutions that automate and enhance end‑to‑end service experiences.
• Deep expertise across the Service Now ecosystem, including ITSM, ITOM, CSM, ITAM, SIR, HRSD, IRM, AI Control Tower, Now Assist, LSD, and SPM, with the ability to architect integrated solutions that drive end‑to‑end digital operations.

• Oversee integration design and implementation between Service Now and enterprise systems (e.g., Genesys Cloud, Okta, Workday, HR, Finance, and IT systems).
• Lead the evaluation and adoption of new Service Now modules, capabilities, and integration tools.
• Ensure platform reliability, scalability, and performance across multiple environments.
• Drive adherence to SDLC, Dev Ops, and CI/CD practices within the Service Now delivery model.

• Manage and mentor a team of leaders, engineers, and architects responsible for Service Now development and integration.
• Foster a culture of accountability, innovation, and cross‑functional collaboration.
• Develop staff capabilities, succession planning, and professional growth aligned with organizational goals.
• Oversee vendor relationships and contracts related to Service Now and integration solutions.

• Communicate complex technical strategies and solution designs in clear, business‑oriented terms.
• Partner with executive leadership to prioritize initiatives and ensure visibility into progress, risks, and outcomes.
• Champion change management, transparency, and collaboration across business units and technology teams.

• Stay current on Service Now product releases, integration patterns, and industry best practices.
• Promote automation, AI‑driven capabilities, and data‑driven insights to improve efficiency and service delivery.
• Identify opportunities to reduce technical debt, streamline processes, and enhance user experience.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field (Master’s preferred).
• 12+ years of progressive IT experience, including at least 7+ years of hands‑on experience with Service Now.
• Proven experience leading large‑scale Service Now programs, including architecture, development, and platform governance.
• Demonstrated success…