• Principal Associate, CRM Applications, ServiceNow

    Location US-DC-Washington
    Posted Date 2 weeks ago(3/6/2019 3:33 PM)
    Job ID
    Information Technology
    The Pew Charitable Trusts
  • Overview

    The Pew Charitable Trusts is driven by the power of knowledge to solve today’s most challenging problems. Pew applies a rigorous, analytical approach to improve public policy, inform the public and invigorate civic life.


    We are an independent nonprofit organization – the sole beneficiary of seven individual trusts established between 1948 and 1979 by two sons and two daughters of Sun Oil Company founder Joseph N. Pew and his wife, Mary Anderson Pew.


    Our work lays the foundation for effective policy solutions by informing and engaging citizens, linking diverse interests to pursue common cause and insisting on tangible results. Our projects encourage efficient, responsive governments – at the local, state, national and international levels – serving the best interests of the people. We partner with a diverse range of donors, public and private organizations and concerned citizens who share our interest in fact-based solutions and goal-driven investments to improve society.


    With offices in Philadelphia, Washington DC, Australia, Brussels and London, and with additional staff in other regions of the United States and around the globe, Pew provides an exciting learning environment and the opportunity to work with highly talented individuals. We are a dynamic, rapidly evolving organization that values creativity and innovative thinking and fosters strong teamwork with mutual respect.


    Information Technology Overview
    Pew’s Information Technology department (IT) takes a proactive approach toward the use of technology to increase the organization’s capacity for exceptionally high-quality strategic philanthropy. Executive staff at the Trusts recognizes the importance of technology, and supports related initiatives to advance the institution’s goals and achieve and maintain a leadership position in the philanthropic community. As a result, IT is in a mode of continuous improvement, applying leading-edge technology to the pursuit of the goals of the institution.

    The department comprises highly competent, forward-thinking professionals who are responsible for the technology needs of all Pew staff, as well as for Pew’s subsidiaries in Philadelphia and Washington, D.C. IT is organized into distinct areas of responsibility, including application operations, infrastructure operations (including desktop support and technical training), project delivery and solution design.

    Position Overview

    The Principal Associate, CRM Applications, ServiceNow, is responsible for ensuring the successful operation and ongoing enhancement of the institution’s Information Technology Service Management (ITSM) and the ServiceNow platform. To strengthen our growing team, we are looking for an experienced IT Service Management professional to design and develop highly scalable business application solutions leveraging the ServiceNow platform. As an integral member of the IT Application Operations team, this position will be responsible for developing and executing innovative solutions for ITSM business capabilities and business process optimizations. This position requires significant use of initiative and independent judgment in managing technical operations and projects with stakeholders from Pew’s operations and program areas.


    The Principal Associate, CRM Applications, ServiceNow reports to the Manager, CRM Application.


    • Partners with IT and operations stakeholders to define, prioritize and execute ITSM operational needs and enhancements to successfully deliver ongoing ITSM business capabilities. Works with stakeholders and the Manager, CRM Application to align unit strategy with institutional and programmatic goals; dispenses guidance regarding ITSM solution design and alignment with business goals.
    • Oversees and supports fulfillment of ongoing requests for enhancement and optimization for ServiceNow within an agile, iterative development methodology, providing guidance to the business regarding ITSM solution design and implementation. Leads sessions to gather, define, and document business requirements.
    • Administers operational support of ServiceNow to ensure it is run and maintained in keeping with industry standards and best practices and meet Pew’s business needs.
    • Forges strong, collaborative relationships and build consensus among competing stakeholders across business and IT peers, leveraging exceptional communication and interpersonal skills.
    • Supports management of related technical environments, including oversight of ongoing development activities and system administration. Oversees migration of code and configurations across development and production environments, including planning, testing and change management.


    • Bachelor's degree required.
    • Minimum of six years of relevant, IT experience with a focus on IT Service Management.
    • Three or more years of hands-on experience with ServiceNow.
    • Deep ITSM and/or ServiceNow platform process and technology knowledge and experience, with innovative and progressive solutioning track record. Proven experience with deployment and operations of Service Management platforms.
    • Demonstrated success in Service Management platform operations or consulting role, working collaboratively with developers as an integral part of an agile team.
    • Experience collaborating with stakeholders on business process enhancements.
    • Able to quickly connect business requirements with the functional capabilities of the application, fit-gap analysis, as-is and to-be business process designs.
    • Experience defining and delivering systems’ support strategy, including business analysis and requirements gathering abilities.
    • Excellent analytical and problem-solving skills.
    • Excellent interpersonal, written and verbal communication.
    • Team oriented approach.
    • ServiceNow certification preferred (ServiceNow Certified System Administrator).


    Occasional travel required between Pew’s main Philadelphia and Washington, DC offices, and smaller remote offices. Minimal additional travel required to attend trainings, seminars or conferences.


    Total Rewards
    As this is a full-time position, we offer a competitive salary and benefit program, including: comprehensive, affordable health care through medical, dental and vision coverage; financial security with life and disability insurance; opportunities to save using health savings and flexible spending accounts; retirement benefits to help prepare for the future; and work/life benefits to help you maintain a good balance.


    The Pew Charitable Trusts is an equal opportunity employer, committed to a diverse and inclusive workplace. Pew considers qualified applicants for employment without regard to age, sex, ethnicity, religion, disability, marital status, sexual orientation or gender identity, military/veteran status, or any other basis prohibited by applicable law.


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