The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise-level IT services, and infrastructure, including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive data and digital services to 40,000 internal stakeholders plus the residents, businesses, and visitors to the Commonwealth of Massachusetts.

Our Vision:

We envision a modern IT organization that places our customers and constituents at the heart of everything we do, with an emphasis on speed, reliability, security, digital services, productivity tools, and customer service.

Our Mission:

The Executive Office of Technology and Security and Services provides technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.

About Role:

EOTSS is seeking a Director of ServiceNow to lead our ServiceNow team consisting of developers and analysts as well as collaboration with our Customer Engagement Division. The Director of ServiceNow will lead the ServiceNow team in the operations and maturing of the EOTSS ServiceNow platform. The Director will oversee and ensure the interoperability and scalability across the platform and core system configurations.

The candidate will serve as the lead contact between the ServiceNow team and customers fostering relationships with the user base and adapting to their needs without compromising established standards. The Director will work with the Directory of Customer Engagement in continuously maturing the enterprise ServiceNow roadmap. They will also demand the evolving development of the platform as a business solution for the Secretariats and Agencies of the Commonwealth. The Director will direct the strategic planning, day-to-day objectives and progress of the ServiceNow team aligning with organizational goals.

This position is a full-time opportunity. The work schedule for this position is Monday through Friday, 9:00AM to 5:00PM EST, in a hybrid remote arrangement with at least 2 days per week—more as needed—spent at the primary work location: 200 Arlington Street, Chelsea, Massachusetts 02150. Applicants should be located within a reasonable commuting distance from the primary work location.

Position Responsibilities (Including but not limited to):

Responsible for the strategic planning and project management of incoming requests and projects for the entire ServiceNow Team.Utilize proactive foresight in the maintenance and utilization of the platform.Adhere to the Agile Development and SDLC to process the team’s analysis and development work and end to end customer requirements.Lead and conduct business owner/customer meetings.Act as SME for all ServiceNow, user facing functions, including ticket creation and management, reporting, dashboards, Performance Analytics, data exports, integrations, etc. Implement the onboarding of new agencies and users onto the ServiceNow platform.Provide input on technical effort estimation to arrive at resourcing plans.Conduct unit testing for a work executed by the development team.Manage the functional testing process with customers and the development team.Oversee and manage the marketing calendar for the purpose of conducting training and user base communications.Continuously mature the EOTSS ServiceNow roadmap working with the Director of Customer Engagement and ServiceNow representatives.Foster and utilize the relationships with ServiceNow representatives for uninterrupted performance and maturity of the platform.Lead the version upgrade schedule and execution including the coordination and scheduling of clones and testing of lower environment upgrades.Provide a technical gateway between initial design and requirements for business units and internal teams pertaining to the development of custom applications and service catalog items.Triage the day-to-day requests and assign appropriately to team members.Direct, manage and maintain the Agile Development board creating and maintaining sprints.Conduct team meetings including the Monday, Wednesday, and Friday stand ups.Translate and document customer requirements relating to custom applications and service catalog items for developer build purposes.Manage the internal and public facing knowledges bases by approving or rejecting requests. Foster a culture of constant updating of categories and offerings in said knowledge bases.Lead business functional discussions with the customers and internal teams.Maintain an ongoing knowledge of the ServiceNow product, version upgrades and enhancements, new features, etc.Own and maintain processes and standards.Design, implement, and operate the IT Service Catalog leveraging industry best practicesDefine measures and metrics to report service efficiency, adoption, and progressive value to business units.Be a champion for continual improvement, collaboration, consolidation and simplification of process, data, technology to achieve scalability, stability, and user experience.Drive continuous improvement efforts by soliciting customer feedback.Direct and implement the team’s change management process in accordance to the EOTSS Change Advisory Board requirements. This includes developing communications, creating test scripts, acquiring approvals and providing the appropriate update set(s) for deployment into the change request.

Preferred Qualifications:

Ability to understand customer requirements, normalize them against current standards and present back a solution that fits the needs of the user while maintaining standards.Knowledge and ability to align customer requirements with available ServiceNow products, features and functions, with a focus on out of box usage.Demonstrates customer focus and understands the importance of exceeding customer expectations.Excellent level of written and verbal communication skills, including hosting training sessions, giving presentations and would be able to represent the organization in a customer facing (internal and external) situation in a professional manner.Experience working with various agencies throughout the Commonwealth.Demonstrated experience and results with largescale organizational change efforts.Demonstrated interpersonal communication skills with the ability to effectively consult and negotiate with business units, vendors and management and capable of exerting effort and information from all levels of staff.Proven business skills including issue resolution and self-motivation.ITIL v3/V4 Foundations Certification.8 years’ experience working in an IT support environment.5 years’ experience within with and/or supporting ServiceNow.

The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise-level IT services, and infrastructure, including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive data and digital services to 40,000 internal stakeholders plus the residents, businesses, and visitors to the Commonwealth of Massachusetts.

Our Vision:

We envision a modern IT organization that places our customers and constituents at the heart of everything we do, with an emphasis on speed, reliability, security, digital services, productivity tools, and customer service.

Our Mission:

The Executive Office of Technology and Security and Services provides technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.

About Role:

EOTSS is seeking a Director of ServiceNow to lead our ServiceNow team consisting of developers and analysts as well as collaboration with our Customer Engagement Division. The Director of ServiceNow will lead the ServiceNow team in the operations and maturing of the EOTSS ServiceNow platform. The Director will oversee and ensure the interoperability and scalability across the platform and core system configurations.

The candidate will serve as the lead contact between the ServiceNow team and customers fostering relationships with the user base and adapting to their needs without compromising established standards. The Director will work with the Directory of Customer Engagement in continuously maturing the enterprise ServiceNow roadmap. They will also demand the evolving development of the platform as a business solution for the Secretariats and Agencies of the Commonwealth. The Director will direct the strategic planning, day-to-day objectives and progress of the ServiceNow team aligning with organizational goals.

This position is a full-time opportunity. The work schedule for this position is Monday through Friday, 9:00AM to 5:00PM EST, in a hybrid remote arrangement with at least 2 days per week—more as needed—spent at the primary work location: 200 Arlington Street, Chelsea, Massachusetts 02150. Applicants should be located within a reasonable commuting distance from the primary work location.

Position Responsibilities (Including but not limited to):

Responsible for the strategic planning and project management of incoming requests and projects for the entire ServiceNow Team.Utilize proactive foresight in the maintenance and utilization of the platform.Adhere to the Agile Development and SDLC to process the team’s analysis and development work and end to end customer requirements.Lead and conduct business owner/customer meetings.Act as SME for all ServiceNow, user facing functions, including ticket creation and management, reporting, dashboards, Performance Analytics, data exports, integrations, etc. Implement the onboarding of new agencies and users onto the ServiceNow platform.Provide input on technical effort estimation to arrive at resourcing plans.Conduct unit testing for a work executed by the development team.Manage the functional testing process with customers and the development team.Oversee and manage the marketing calendar for the purpose of conducting training and user base communications.Continuously mature the EOTSS ServiceNow roadmap working with the Director of Customer Engagement and ServiceNow representatives.Foster and utilize the relationships with ServiceNow representatives for uninterrupted performance and maturity of the platform.Lead the version upgrade schedule and execution including the coordination and scheduling of clones and testing of lower environment upgrades.Provide a technical gateway between initial design and requirements for business units and internal teams pertaining to the development of custom applications and service catalog items.Triage the day-to-day requests and assign appropriately to team members.Direct, manage and maintain the Agile Development board creating and maintaining sprints.Conduct team meetings including the Monday, Wednesday, and Friday stand ups.Translate and document customer requirements relating to custom applications and service catalog items for developer build purposes.Manage the internal and public facing knowledges bases by approving or rejecting requests. Foster a culture of constant updating of categories and offerings in said knowledge bases.Lead business functional discussions with the customers and internal teams.Maintain an ongoing knowledge of the ServiceNow product, version upgrades and enhancements, new features, etc.Own and maintain processes and standards.Design, implement, and operate the IT Service Catalog leveraging industry best practicesDefine measures and metrics to report service efficiency, adoption, and progressive value to business units.Be a champion for continual improvement, collaboration, consolidation and simplification of process, data, technology to achieve scalability, stability, and user experience.Drive continuous improvement efforts by soliciting customer feedback.Direct and implement the team’s change management process in accordance to the EOTSS Change Advisory Board requirements. This includes developing communications, creating test scripts, acquiring approvals and providing the appropriate update set(s) for deployment into the change request.

Preferred Qualifications:

Ability to understand customer requirements, normalize them against current standards and present back a solution that fits the needs of the user while maintaining standards.Knowledge and ability to align customer requirements with available ServiceNow products, features and functions, with a focus on out of box usage.Demonstrates customer focus and understands the importance of exceeding customer expectations.Excellent level of written and verbal communication skills, including hosting training sessions, giving presentations and would be able to represent the organization in a customer facing (internal and external) situation in a professional manner.Experience working with various agencies throughout the Commonwealth.Demonstrated experience and results with largescale organizational change efforts.Demonstrated interpersonal communication skills with the ability to effectively consult and negotiate with business units, vendors and management and capable of exerting effort and information from all levels of staff.Proven business skills including issue resolution and self-motivation.ITIL v3/V4 Foundations Certification.8 years’ experience working in an IT support environment.5 years’ experience within with and/or supporting ServiceNow.

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics?Explore our Employee Benefits and Rewards

An Equal Opportunity / Affirmative Action Employer.Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics?Explore our Employee Benefits and Rewards

An Equal Opportunity / Affirmative Action Employer.Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.