Triage Manager- Assistant Vice President

We are seeking an experienced Senior Technical Leader to manage and drive our Service Now Triage Team. In this critical role, you will lead a team responsible for identifying, analyzing, and resolving errors and issues within the Service Now platform. As the team leader, you will ensure timely resolution of incidents, maintain platform stability, and implement best practices to enhance operational efficiency.

Key Responsibilities:

Team Leadership and Management:

• Lead, mentor, and motivate a dedicated Service Now triage team to ensure high performance and collaboration.
• Prioritize and assign tasks effectively, ensuring critical issues are addressed promptly.
• Develop and implement workflows, processes, and guidelines to streamline issue resolution and escalation.

Issue Resolution and Triage:

• Oversee the identification, analysis, and resolution of errors and issues within the Service Now platform.
• Act as the point of escalation for complex or critical incidents, coordinating resources and expertise to achieve resolutions.
• Drive root cause analysis and implement corrective actions to prevent recurring issues.

ServiceNow Platform Management:

• Collaborate with Service Now administrators and developers to ensure system stability and optimal performance.
• Partner with cross-functional teams to address and resolve integration, configuration, and data-related issues.
• Stay updated on platform updates, enhancements, and best practices to minimize disruptions and improve functionality.

Stakeholder Communication:

• Maintain clear and timely communication with stakeholders regarding issue status, progress, and resolution timelines.
• Provide detailed reports and updates to senior management on platform performance, triage team activities and issues / tasks trending.
• Ensure end-users are informed and supported during issue resolution efforts.

Continuous Improvement:

• Analyze triage trends and metrics to identify areas for improvement in issue management processes.
• Propose and implement strategies to enhance the efficiency and effectiveness of the triage team.
• Lead initiatives to reduce system downtime and improve user satisfaction.

Qualifications:

Education and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 7+ years of experience in Service Now operations, incident management, or ITSM with a minimum of 5 years in a leadership role.
• Proven experience leading technical teams, ideally in a triage or incident resolution capacity.

Technical Skills:

• Deep understanding of Service Now modules, including ITSM, ITOM, CMDB, and integrations.
• Proficiency in troubleshooting Service Now configurations, scripts, and workflows.
• Experience with ITIL processes, including incident, problem, and change management.
• Familiarity with automation tools and techniques to streamline issue resolution.

Certifications (Preferred):

• ServiceNow Certified System Administrator (CSA).
• ITIL v3 or ITIL 4 Foundation Certification.

Soft Skills:

• Strong problem-solving and analytical skills with the ability to lead under pressure.
• Exceptional leadership and team management capabilities.
• Excellent communication and stakeholder management skills.
• Ability to prioritize and adapt in a fast-paced, dynamic environment.

We truly believe in the power that comes from the diverse backgrounds and experiences our employees bring with them. Although each vacancy details what we are looking for, we don’t necessarily need you to fulfil all of them when applying. If you like change and innovation, seek to see the bigger picture, make data driven decisions and are a good team player, you could be a great fit.

Why this role is important to us

Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We’re driving the company’s digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.

We offer a collaborative environment where technology skills and innovation are valued in a global organization. We’re looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.

Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

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