ServiceNow Operations Manager

Join our team

We are a process driven service management team that equips organizations to be agile and innovative, and focus on process driven solutions to be productive, creative and create value for business stakeholders. Fostering the service management – first mindset to build solutions using service management best practices, for the workplace of tomorrow, and enabling business to drive optimization & workforce excellence. By doing these things, we create success faster and in circumstances otherwise not possible.

Here’s the impact you’ll make and what we’ll accomplish together
 

We are looking for a high caliber, multidimensional ServiceNow Operations Manager to help us grow and maintain our ServiceNow practice area. The position is responsible for platform administration, working with ServiceNow Support & delivery teams to come up with creative technical resolutions to problems. To be successful, one should have prior experience within ServiceNow, having helped support ServiceNow solutions. You will be working with other IT professionals and process owners to support, maintain, and support, maintain and enhance our ServiceNow platform.
 

The ServiceNow Operations Manager will provide administration, guidance, communications, and manage complex escalations by using best practices, organizational skills and excellent communication.

Here’s how
 

• Your key responsibilities will be day to day team administration, and incident/bug fix prioritization within ServiceNow. This function will require you to liaise with various internal and external teams. Additionally, ensuring the stability of the platform by driving solutions to the platform and customer issues. You will:
• Review metrics via existing dashboard
• Prioritize defects and incoming requests
• Help define and develop process improvement/automation opportunities
• Drive root cause analysis to complex and high priority items
• Coordination of changes for quick fixes
• Driving Post Incident Report documentation and distribution
• Communication with various groups or team members based on the need (Severe issues, upgrades, cloning and certificate changes)
• Assist in coordinating with projects involving upgrades, Environment changes or upgrades
• Play a part in onboarding new ServiceNow administrators to the team
• Review item backlogs for future process improvements or project deliverables
• Define current and future state of processes for environment change management and roll back capabilities as well as other mitigation strategies
• Coordinate technical dependencies with other teams
• Ability to multitask, manage time, and ability to handle urgent interruptions with poise and professionalism

Qualifications

You’re the missing piece of the puzzle

• 2+ years of experience as a key lead resource for large scale solutions
• 2 years working in a project or program management capacity
• 2+ years in ETL experience database/data flow design and builds
• Experience with ITSM and CSM modules
• Experience working with varying technical teams
• The ability to lead by influence
• Proficient in ServiceNow, word, excel
• Working with scheduled jobs, events and triggers to manage business needs and handle background work
• Certification, ServiceNow Fundamentals
• ITIL V3 fundamentals