ServiceNow Operations Manager

Dexian; Coppell (TX); On-site; USD 130,000 - 165,000; Full time

Job summary

Dexian seeks a ServiceNow Operations Manager to lead a global team of application support engineers, directing deployments, patches, and upgrades of the ServiceNow platform. You will ensure high availability and coordinate with engineering, product, and IT teams to deliver projects and support.

You will oversee incident response, DR exercises, and adherence to IT controls, while mentoring staff and optimizing performance across onshore/offshore teams in US/India time zones.

Qualifications

• 12+ years of IT management with focus on IT Applications operations.
• Bachelor's or Master's in Computer Science or equivalent.
• Strong understanding of ServiceNow architecture and best practices.
• Experience with third-party integrations and audits.
• CSA certification preferred.
• Excellent communication with stakeholders and ability to handle multiple priorities.

Responsibilities

• Manage a team of application support engineers (onshore/offshore) for ServiceNow operations, deployments, patches, and upgrades.
• Oversee production incidents, including off-hours as required.
• Ensure high availability for production and non-production environments.
• Collaborate with engineering, product, and IT teams to deliver projects and support.
• Lead DR exercises and ensure compliance with IT controls and audits.
• Maintain platform hygiene with vendor teams and optimize performance.
• Produce SLA and performance metrics for continuous improvement.
• Mentor staff and staff development; coordinate US/India time-zone collaboration.

Skills

IT management

ServiceNow

Stakeholder comms

Audit/compliance

Staff mentoring

Workforce planning

Education

Bachelor's or Master's in Computer Science

Job description

ServiceNow Operations Manager

Responsibilities in ServiceNow Technology includes:

• Manage a team of Application support engineers(onshore/offshore) to support operational activities, deployments of new capabilities, patching and upgrades of the ServiceNow platform
• Oversee and help address production issues in a timely manner, including off hours and weekend as necessary
• Responsible for service level availability of production and non-production environments
• Responsible for collaborating with engineering, product and extended IT teams to ensure successful delivery of projects and support
• Represent ServiceNow team to execute organization's Disaster Recovery exercise
• Define and document policies, procedures, standards related to application operations
• Responsible for team's adherence to DTCC's regulatory and IT general controls and support for audit activities, as required
• Responsible for working with ServiceNow support and extended vendor team to maintain platform hygiene, address performance and other platform specific issues on all environments
• Produce performance/SLA reporting metrics for continuous improvement of the operations team
• Provide level 2 engineering support to complement engineering team
• Responsible for staffing, mentoring, and maintaining high performing operations team
• Collaborate with onshore/offshore team environment across US/India time zone

Minimum Skills Required:

• At least 12+. of experience in IT management with focus on IT Applications operations
• Bachelors or Masters in Computer Science or equivalent
• Excellent understanding of ServiceNow platform architecture, and best practices
• Understanding of third-party integrations
• Certifications: ServiceNow System Administrator (CSA)
• Highly experienced with stakeholder communication, knowledge of compliance standards, and handling audit activities
• Adept in handling multiple competing priorities and project deliverables
• Excellent communication skills, both written and verbal, with the ability to articulate technical solutions in clear terms to a variety of audiences

Preferred Skills:

• ServiceNow Development; AI/ML capabilities
• Certifications: Application Development (CAD); ServiceNow Implementation Specialist (CIS) -Discovery, CMDB; ITIL

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.