Associate Director ServiceNow Application Support Engineering

Associate Director, ServiceNow Application Support Engineering
Location: Hybrid – 3 days/week onsite in Jersey City, NJ
Experience Level: Mid-Senior
Experience Required: 12+ Years
Education Required: Bachelor’s degree or higher
Industry: Financial Services
Employment Type: Full-Time (W2)
Visa Sponsorship: Not available
Relocation Assistance: Not provided
Compensation: Up to 165k plus bonus

Overview:
Our client, a leading organization in the financial services sector, is seeking a seasoned Associate Director of ServiceNow Application Support Engineering to lead application operations across critical ServiceNow modules. This is a hands-on leadership role responsible for stabilizing and scaling platform operations across a hybrid global team.

Key Responsibilities:

• Lead a blended onshore/offshore team to support ServiceNow operations, patching, deployments, and platform upgrades
  

• Own production support response and escalation — including off-hours and weekend support as needed
  

• Ensure service level availability for all environments (production and non-prod)
  

• Collaborate across engineering, product, and enterprise IT to drive project success
  

• Lead platform hygiene efforts in partnership with ServiceNow and vendor support
  

• Represent the ServiceNow program in enterprise disaster recovery exercises
  

• Establish and enforce operational policies, controls, and documentation standards
  

• Produce SLA metrics and performance reporting to drive continuous improvement
  

• Provide Level 2 engineering support and serve as escalation point for critical issues
  

• Maintain audit readiness and compliance with internal IT general controls
  

• Oversee staffing, mentoring, and development of a high-performing application support team
  

Required Qualifications:

• Bachelor’s or Master’s in Computer Science or a related field
  

• 12+ years of IT experience, with deep expertise in application support and operations
  

• Strong leadership experience managing global teams across US/India time zones
  

• Deep knowledge of the ServiceNow platform, including architecture, ITSM, and ITOM modules
  

• Experience with CMDB, Discovery, Event Management, Nuvolo, and Flexera
  

• Hands-on experience with JavaScript and REST APIs
  

• Proven track record with ITIL and application lifecycle governance
  

• ServiceNow System Administrator (CSA) certification required
  

• Excellent written and verbal communication skills
  

• Comfortable presenting technical topics to leadership and non-technical audiences
  

Preferred Qualifications:

• Certified Application Developer (CAD)
  

• Certified Implementation Specialist (Discovery, CMDB)
  

• ITIL Certification
  

• Experience working in regulated or audit-intensive environments
  

• Exposure to AI/ML features within the ServiceNow platform