MarTech Implementation & Digital Transformation Director

Summary

Join ServiceNow as a MarTech expert to build and maintain strategic vendor relationships, particularly with Adobe. Collaborate with cross-functional teams to establish a north star vision for the MarTech stack, identify gaps in solutions, and ensure vendors prioritize ServiceNow's needs. Drive digital transformation across ServiceNow using MarTech capabilities, develop technical processes, and track KPIs to measure value realization. Lead workshops and trainings to align marketing processes with the latest MarTech capabilities, including Gen AI. This role requires extensive experience with Adobe Experience Cloud and other MarTech solutions, strong analytical and problem-solving skills, and exceptional communication abilities.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• Bachelor's degree in Computer Science, Information Technology, or a related field
• Ability to work independently and as part of a team in a fast-paced, dynamic environment
• Strong analytical and problem-solving skills, with a focus on delivering business value
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels
• Strong knowledge of marketing technology trends, best-in-class MarTech architecture, and best practices
• Strong knowledge of data transformation, exchange, and delivery applications with specific focus on event driven, real-time applications
• Strong operational knowledge of digital marketing best practices – in particular, digital experience delivery and digital marketing across owned and partner channels
• Proven experience in leading large-scale Martech implementation projects in a complex, matrixed organization
• Extensive experience implementing/operating on Adobe Experience Cloud platform, specifically focusing on latest generation of digital experience technology such as AEP, CJA, AJO B2B
• Proven experience in building and maintaining strategic relationship with vendors like Adobe, partners, and internal function teams like IT

Responsibilities

• Build and maintain strategic relationships with vendors like Adobe, ensuring we maximize the use of their capabilities while driving their product direction to achieve marketing and ServiceNow goals
• Collaborate with platform peers to establish north star vision for MarTech stack at ServiceNow
• Collaborate with digital platform peers to identify gaps/missing features in MarTech solutions and ensure vendors like Adobe prioritize and address our needs as part of their product roadmap
• Ensure vendors deliver against their product promise and track product adoption and utilization across ServiceNow
• Create a vendor score framework to ensure compliance and delivery of contract goals
• Collaborate and lead cross-functional teams, including DT, Marketing, and external partners, work with team to ensure detailed architecture and implementation plans for strategic projects are in place driving to north star vision
• Evangelize and drive digital transformation across ServiceNow with MarTech digital experience capabilities from experience generation to experience delivery leveraging established best practices
• Develop and implement technical processes in collaboration with digital platform peers and partner with DT to ensure adoption of best-in-class enterprise architecture that ensure efficient and effective data transfer while maximizing scalability
• Identify and track KPIs to drive value realization of MarTech stack – heavily focused but not limited to Adobe solutions
• Lead workshops, trainings, and analysis to ensure marketing can align current processes to maximize utilization of latest capabilities from our MarTech stack including Gen AI

Preferred Qualifications

• A Master's degree is preferred
• Relevant certifications in Adobe marketing solutions are a plus
• Experience in helping stakeholders map out processes and drive towards automation and integrated AI solutions (agentic and otherwise) are preferred
• Working knowledge of Ad Servers/Partners such as DV360, LinkedIn, Bombora preferred
• Proven experience or working knowledge with enterprise data storage, streaming and queuing systems including Kafka and Snowflake

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs