ServiceNow Operations Manager

Dexian; Coppell (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

Dexian seeks a ServiceNow Operations Lead to oversee a global team of application support engineers, ensuring reliable operation of the ServiceNow platform across onshore and offshore groups. You will manage deployments, patching, upgrades, and DR readiness while aligning with ITIL and audit requirements.

You will collaborate with engineering, product, and IT teams to deliver projects, maintain platform hygiene, and report on performance metrics.

Qualifications

• Experience with ServiceNow development and platform administration.
• Experience leading onshore/offshore teams.
• Familiarity with ITIL processes and audits.

Responsibilities

• Lead a team of application support engineers (onshore/offshore) for ServiceNow operations.
• Oversee production issues and ensure timely resolution, including off hours.
• Ensure SLA and availability for production and non-production environments.
• Collaborate with engineering, product and IT teams for project delivery.
• Coordinate Disaster Recovery exercises for the ServiceNow team.
• Define and document policies for application operations.
• Maintain platform hygiene and performance across environments.
• Produce SLA metrics for continuous improvement.
• Provide Level 2 engineering support to complement the engineering team.
• Staffing, mentoring, and maintaining a high-performing operations team.
• Coordinate across US/India time zones with onshore/offshore teams.

Skills

ServiceNow Development

AI/ML capabilities

Education

CAD

CIS (Discovery, CMDB)

ITIL

Tools

CAD

Job description

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

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.