AVP, Application Architecture & Support (ServiceNow)

Alternate Locations: Charlotte, NC (North Carolina); Fort Wayne, IN (Indiana); Greensboro, NC (North Carolina); Radnor, PA (Pennsylvania)

 Work Arrangement:

Hybrid Preferred : Preferred employee will work 3 days a week in a Lincoln office

Relocation assistance:  is not available for this opportunity.

Requisition #: 74503

The Role at a Glance

This leadership position is responsible for the strategic oversight, delivery, governance, and optimization of the ServiceNow platform.  This position ensures the platform aligns with business objectives, delivers maximum value, and maintains high performance, scalability, and compliance. The role combines technical expertise, stakeholder collaboration, as well as active leadership to drive digital transformation through ServiceNow’s IT Service Management (ITSM), IT Operations Management (ITOM), and other modules. 

What you'll be doing

• Champions and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
• Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with senior management to incorporate new trends and developments in current and future strategies.
• Directs and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
• Identifies and directs strategic process improvements that significantly reduce workloads or improve quality across the team, department and/or business unit for assigned area(s) of responsibility.
• Provides subject matter expertise to team members and internal/external stakeholders on complex assignments/projects for their assigned area(s) of responsibility.
• Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
• Directs, establishes and implements priorities, performance goals and objectives to ensure departmental results for their assigned area(s) of responsibility.
• Directs and evaluates departmental performance and takes appropriate action to meet and/or exceed performance standards for assigned area(s) of responsibility.
• Provides strategic leadership and direction to continually improve the capability and results for their assigned area(s) of responsibility.
• Directs/executes approved strategy decisions and contributes to strategy creation for assigned area(s) of responsibility.
• Ensures that top talent is hired and retained for their assigned area(s) of responsibility.
• Builds organizational capability in delivery best practices, data standards and methodologies.
• Define and monitor performance indicators for delivery efforts to track progress towards defined OKRs.
• Builds the strategy and roadmap for the organization’s mature usage of delivery templates, systems and/or applications within their assigned area of responsibility.
• Identifies opportunities across the enterprise and its lines of business to strategically utilize applications/platforms.
• Responsible for maintaining vendor maintenance/support, license contracts and relationship management in order to maximize cost benefit over the contract term
• Drives and oversees the assessment of solutions to streamline applications/platforms.
• Drives the development of analytics on performance of systems and/or applications.
• Directs the strategic design, development, and delivery of ideas and/or programs using advanced analytics and predictive modeling.
• Directs and oversees the analysis and delivery of application support.

What we’re looking for

Must-haves:

• 10+ Years Application development or IT experience that directly relates to the responsibilities of this position 
• 8+ years of experience with ServiceNow, including hands-on administration, configuration, or development
• 5+ years in a leadership role managing enterprise platforms
• 4 Year/Bachelor's degree (or equivalent) in Computer Science, Information Technology, or a related field (Master’s preferred)
• Proven track record of implementing ServiceNow ITSM, ITOM, or other modules in large-scale environments
• ServiceNow Certified System Administrator
• ServiceNow Certified Application Developer/Architect
• ITIL Foundation or higher

Nice-to-haves:

• Professional Scrum Product Owner/PMI Project Manager

Application Deadline

Applications for this position will be accepted through June 30, 2025, subject to earlier closure due to applicant volume.

What’s it like to work here?

At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future. 

What’s in it for you:

• Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes

• Leadership development and virtual training opportunities

• PTO/parental leave

• Competitive 401K and employee benefits

• Free financial counseling, health coaching and employee assistance program

• Tuition assistance program

• Work arrangements that work for you

• Effective productivity/technology tools and training

The pay range for this position is $125,800 - $229,100 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees.  In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual.  Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.

About The Company

Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services. 

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach. 

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice. 

Lincoln is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

Follow us on Facebook, X, LinkedIn, Instagram, and YouTube. For the latest company news, visit our newsroom. 

Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview.  Please contact Lincoln's fraud team at [email protected] if you encounter a recruiter or see a job opportunity that seems suspicious.

Additional Information

This position may be subject to Lincoln’s Political Contribution Policy.  An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees.

Lincoln Financial is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, Veteran status, or genetic information.  Applicants are evaluated on the basis of job qualifications.  If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.

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