Remote - US; Remote - Canada

ServiceNow Technical Lead

Company Description

Dropbox is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 500 million registered users across more than 180 countries, our mission is to design a more enlightened way of working. From our headquarters in San Francisco to eight dedicated Studios and a worldwide team of employees who choose where they work best, our Virtual First approach is leading the way into the future of work.

Team Description

ITS delivers business technology strategy and solutions to our Dropbox business partners so they can work confidently, move fast, and scale effortlessly. We aspire to be the connective tissue to the core business of Dropbox as a partner of choice that accelerates and simplifies outcomes. We source, build and implement the right technology solution, and fit it into exactly the right place so that everything meets the high bar that Dropboxers expect.

Role Description

As a ServiceNow Technical Lead you will be a key contributor in designing and configuring end to end business processes in ServiceNow to meet the needs and high standards of internal business customers and Dropboxers. As part of high caliber ServiceNow team, you will build, test, and maintain a strategic enterprise service management platform serving the entire Dropbox enterprise, including: incident and request management, hardware/software asset management, IT change management, Global Risk & Compliance, HR Service Delivery, Procurement Services, Workplace Safety and many custom business processes. 
The ServiceNowTechnical Lead will provide leadership and guidance over the entire ServiceNow platform, and make design/configuration decisions and recommendations to ensure a seamless user experience that aligns with the platform design strategy. The Lead Engineer will collaborate with Enterprise Architects, functional leads, and business partners to ensure use cases are addressed effectively, and meet Dropbox’s high standards. 
The ideal candidate will apply their working knowledge of ServiceNow development and configuration management principles to design and develop configurations and customizations for effective component discovery. They will be effective working independently, as a collaborative member a team, and will be experienced and passionate about mentoring and guiding less senior developers. This role is the perfect combination of being able to roll up your sleeves and work directly in ServiceNow, as well as providing guidance and direction over the platform from an architectural perspective and various modules. 

Responsibilities

  • In conjunction with leadership, prioritize platform deliverables to align with business strategy
  • Create and maintain a detailed view of the existing architecture and establish architectural controls to ensure the correct technical solutions are used when delivering business solutions.
  • Recommend emerging technology & process enhancements
  • Analyze the impact of new requirements
  • Resolve technical escalations, including responding to defects
  • Participate in process & requirement workshops, providing expertise on best practices & emphasizing streamlined processes & systems
  • Research and manage all updates, enhancements, patches, and environment changes with the ServiceNow platform.
  • Review and analyze the effectiveness and efficiency of existing configuration and workflows to develop strategies for improvement or further integrations leveraging ServiceNow
  • Develop and modify complex ServiceNow workflows, forms, lists, business rules, UI components.
  • Provide configuration and customization including, but not limited to: user interface, workflow administration, reports, data imports, integration, custom scripting and third-party software integrations by applying best practices.
  • Participate in creating and developing standards, best practices, support guidelines and procedures
  • Partner with integrations subject matter expert to use MID servers, web services, email and other relevant technology to integrate tools with the ServiceNow platform.
  • Research new feature enhancements and functionalities from ServiceNow, provide recommendations for incorporation into ServiceNow Roadmap. 
  • Expand and implement ServiceNow modules covering the entire ESM spectrum

Requirements

  • Solid team player and Leading the team with a "can do” attitude
  • Extremely organized with strong time-management skills
  • Minimum 10 years of overall IT experience
  • Minimum 8 years of experience in ServiceNow configuration, customization, development & administration
  • Minimum of 4 years' leading teams of ServiceNow Developers as a technical lead or mentor.
  • Minimum of 4 years' experience implementing & enforcing standards, such as: code reviews & architectural reviews.
  • Strong understanding of ServiceNow platform and PaaS model with relevance to ServiceNow integration solutions including: SSO, SAML, SSL, Web Services, LDAP, JDBC, REST, SCP, SFTP, and MID server
  • Experience with Web technologies (XML, HTML, JavaScript, SOAP, JSON, REST, Web Services)
  • Experience with CMDB, Discovery, and integration with other external modules
  • Experience with ITOM modules (Orchestration, Service Mapping, Event Management)
  • Expert in integrations with 3rd party applications including Workday and OKTA
  • Strong working knowledge of ServiceNow components such as Service Catalog, Change Management, Incident Management, Knowledge Management, Workflow Management, Orchestration, ITBM, HRSD, GRC etc.
  • Ability to contribute to and lead projects following Agile methodology
  • Process and detail oriented, analytical and inquisitive. Ability to effectively prioritize and execute
  • Ability to deliver solutions to improve and automate complex and/or critical business processes
  • Strong professional and interpersonal skills including: creative problem solving, effective written and verbal communications, planned and organized coordination of cross functional teams, acute attention to detail and quality, and driven with the ability to self-manage.
  • Ability to maintain stability under pressure and be flexible and willing to modify plans and behavior when necessary
  • Past training and certifications are preferred.
  • Bachelor of Engineering, Computer Science, IT, Electronics or similar field
Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).

Other open positions

ITS delivers business technology strategy and solutions to our Dropbox business partners so they can work confidently, move fast, and scale effortlessly. We aspire to be the connective tissue to the core business of Dropbox as a partner of choice that accelerates and simplifies outcomes. We source, build and implement the right technology solution, and fit it into exactly the right place so that everything meets the high bar that Dropboxers expect.