Director of ServiceNow & IT Tools Strategy

Clarivate Analytics US LLC; Olathe (KS); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Clarivate Analytics US LLC is seeking a Director to lead the strategy, implementation, and ongoing management of the enterprise service management platform and IT tooling ecosystem. You will oversee ServiceNow and a portfolio of IT tooling to drive efficiency and compliance, working with Product Owners, Solution Architects, and Platform Engineers.

The role requires a strong ITIL background, 10+ years of relevant experience, and hands-on leadership in large-scale platform transformations.

Qualifications

• Bachelor's Degree or equivalent in Computer Science, Software Engineering, Information Systems, or related field.
• 10+ Years of Relevant Experience
• IT service management background with deep knowledge of ITIL practices, including incident, problem, change, request, knowledge, and asset management
• Minimum 8 years experience managing and optimizing enterprise IT platforms and tooling, such as IT service management, IT operations, monitoring, or cloud management platforms. Experience with ServiceNow (ITSM, ITOM, CMDB, HRSD, or GRC) preferred
• ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist, Certified Technical Architect) and ITIL certification preferred

Responsibilities

• Define and execute a ServiceNow and IT tools strategy aligned with corporate technology and business goals.
• Partner with IT leadership (CIO, Infrastructure, Service Desk, Security, Enterprise Applications) and business functions (HR, Legal, Facilities) to ensure platforms meet business needs and compliance requirements.
• Maintain a multi-year roadmap for platform enhancements, module adoption, upgrades, and tool rationalization.
• Stay ahead of industry trends and best practices in service management and IT tooling (e.g., AIOps, generative AI and virtual agents, workflow automation, observability, self-service).
• Oversee a portfolio of IT tooling products, ensuring alignment and integration across systems and platforms.
• Manage and provide direction to Product Owners, Solution Architects, and Platform/Technical Architects within the ServiceNow & IT Tools group.
• Ensure all product teams are driving backlog management, platform enhancements, and business alignment with broader enterprise goals.
• Own ServiceNow platform governance, including demand intake, release management, upgrade cadence, instance health, and CMDB data quality.
• Work with Solution Architects and Platform Engineers to design scalable and secure solutions.
• Develop KPIs and SLAs to measure platform performance, adoption, and business value.

Skills

ITIL knowledge

ServiceNow platform

Product ownership

Team leadership

Budget management

Education

Bachelor's degree in CS/IS

Tools

ServiceNow

Monitoring tools

Cloud management platforms

Job description

Clarivate Analytics US LLC is seeking a Director to lead the strategy, implementation, and ongoing management of the enterprise service management platform and IT tooling ecosystem. You will oversee ServiceNow and a portfolio of IT tooling to drive efficiency and compliance, working with Product Owners, Solution Architects, and Platform Engineers.

The role requires a strong ITIL background, 10+ years of relevant experience, and hands-on leadership in large-scale platform transformations.