Genesys · 10 hours ago
Director - ServiceNow Solutions & Integrations
Indiana, United States
Full-time
Hybrid
Director/Executive
$150K/yr - $278K/yr
12+ years expGenesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. As the Director of ServiceNow Solutions & Integrations, you will lead a global team responsible for the design, delivery, and optimization of enterprise solutions built on the ServiceNow platform, ensuring seamless integration with critical business systems and driving continuous service improvement.
Artificial Intelligence (AI)Cloud ComputingSaaSSoftware
Responsibilities
Define and execute the overall strategy for the ServiceNow platform and its integrations across the enterprise
Establish the roadmap for ServiceNow capabilities, ensuring alignment with IT and business objectives
Ensure that ServiceNow 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 ServiceNow 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 ServiceNow and enterprise systems (e.g., Genesys Cloud, Okta, Workday, HR, Finance, and IT systems)
Lead the evaluation and adoption of new ServiceNow modules, capabilities, and integration tools
Ensure platform reliability, scalability, and performance across multiple environments
Drive adherence to SDLC, DevOps, and CI/CD practices within the ServiceNow delivery model
Manage and mentor a team of leaders, engineers, and architects responsible for ServiceNow 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 ServiceNow 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 ServiceNow 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
Qualification
Required
Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field
12+ years of progressive IT experience, including at least 7+ years of hands-on experience with ServiceNow
Proven experience leading large-scale ServiceNow programs, including architecture, development, and platform governance
Demonstrated success designing and managing integrations between ServiceNow and enterprise platforms such as Genesys Cloud, Okta, and Workday
Deep understanding of ITSM principles and frameworks
Expertise in ServiceNow architecture, data model, integrations, and security model
Strong leadership experience managing multiple teams and leaders across global operations
Excellent written, verbal, and presentation skills, with the ability to explain complex topics to technical and non-technical audiences
Demonstrated ability to balance strategic vision with hands-on execution and operational delivery
Strategic and systems thinker who can translate business goals into scalable solutions
Strong communicator, capable of influencing across technical and executive levels
Collaborative leader who inspires trust and drives accountability
Deep technical and architectural acumen combined with a customer-centric mindset
Continuous learner who embraces innovation and emerging technologies
Expert in design-thinking and agile delivery, capable of operationalizing both to accelerate ServiceNow solution innovation and value realization
Preferred
Master's degree in Computer Science, Information Systems, Engineering, or a related field
ITIL Foundation certification
Benefits
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Company
Genesys
Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth.
5001-10000 employees
H1B Sponsorship
Genesys has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$2.98BKey Investors
Salesforce VenturesPermira
2025-07-31Corporate Round· $1.5B
2021-12-06Private Equity· $580M
2016-07-22Private Equity· $900M
Leadership Team
Tony Bates
Chairman and CEO
Brian Swartz
Chief Financial Officer
Recent News
2025-12-30
2025-12-27
2025-12-26
Company data provided by crunchbase