Vice President, Enterprise Systems Support

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 Dynatrace.

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-off

  • Support 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 platforms

• Financial services experience (banking, payments, insurance, or capital markets)

• Experience supporting audits and regulatory exams

• Technical Project Management Experience

• Proficient 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 stakeholders

• Demonstrates commitment to excellence anticipating needs, mitigating risks and minimizing challenges

• Strong attention to detail

• Communicates crisply and candidly

• Proficient in multiple infrastructure disciplines and functions

• Experience 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 escalate 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.