ServiceNow Platform Lead: Ops, Upgrades & Governance

Dexian; Denton (TX); On-site; USD 120,000 - 170,000; Full time

Job summary

Dexian seeks a hands-on ServiceNow Platform Operations Manager to lead the team responsible for maintaining and supporting the ServiceNow platform, including troubleshooting, upgrades, and governance.

The role combines hands-on development with team leadership, mentoring administrators and developers, coordinating onshore/offshore activities, and ensuring security and compliance while delivering reliable platform performance.

Qualifications

• Strong hands-on ServiceNow administration and development experience.
• Experience at an L3 ServiceNow platform support level.
• Knowledge of ITSM, CMDB, CSDM, Discovery, ITOM, Event Management, and SPM.
• Experience with upgrades, patching, cloning, releases, and deployments.
• Experience with Flow Designer, IntegrationHub, MID Servers, and REST/SOAP integrations.
• Proficiency in JavaScript, GlideRecord, GlideAjax, Business Rules, Client Scripts, and Script Includes.
• Experience leading or mentoring ServiceNow technical teams.
• Strong communication and stakeholder-management skills.
• ServiceNow CSA certification required.

Responsibilities

• Lead and mentor ServiceNow administrators, developers, and support engineers.
• Maintain the stability, performance, and availability of the ServiceNow platform.
• Serve as an L3 escalation point for complex platform and production issues.
• Oversee ServiceNow upgrades, patches, instance clones, deployments, and releases.
• Troubleshoot issues involving MID Servers, integrations, CMDB, CSDM, Discovery, Event Management, and Flow Designer.
• Support ServiceNow SPM processes, including demand management, project management, resource planning, budgeting, and portfolio prioritization.
• Build and maintain workflows, approvals, reports, and dashboards.
• Coordinate platform activities between onshore and offshore teams.
• Support after-hours maintenance, critical incidents, and disaster recovery testing.
• Partner with business and technical teams to translate requirements into ServiceNow solutions.
• Ensure the platform follows governance, audit, security, and compliance requirements.

Skills

ServiceNow Admin

L3 Support

ITSM

CMDB

CSDM

Discovery

ITOM

Event Management

Flow Designer

IntegrationHub

MID Server

REST/SOAP

JavaScript

GlideRecord

Leadership

Communication

Education

ServiceNow CSA certification

Tools

Flow Designer

IntegrationHub

MID Server

REST/SOAP

Job description

Dexian seeks a hands-on ServiceNow Platform Operations Manager to lead the team responsible for maintaining and supporting the ServiceNow platform, including troubleshooting, upgrades, and governance.

The role combines hands-on development with team leadership, mentoring administrators and developers, coordinating onshore/offshore activities, and ensuring security and compliance while delivering reliable platform performance.