ServiceNow Platform Operations Lead

Dexian; Coppell (TX); Vor Ort; USD 110.000 - 170.000; Vollzeit

Zusammenfassung

Dexian seeks a hands-on ServiceNow Platform Operations Manager to lead the team maintaining and supporting the ServiceNow platform in Coppell, Texas.

You will mentor engineers, manage upgrades and clones, drive deployments, and serve as L3 escalation for complex incidents, while coordinating onshore and offshore activities and ensuring governance and security.

This role requires strong communication with business and IT partners and a passion for reliability, performance, and process improvement.

Qualifikationen

• Hands-on ServiceNow administration and development experience.
• Experience at an L3 ServiceNow platform support level.
• Strong knowledge of ITSM, CMDB, CSDM, Discovery, ITOM, Event Management, and SPM.
• Experience with upgrades, patching, cloning, releases, and production deployments.

Aufgaben

• 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.

Kenntnisse

ServiceNow administration

L3 support

ITSM

CMDB

CSDM

Discovery

Flow Designer

REST/SOAP integrations

JavaScript development

Leadership

CSA certification

CAD/CIS certifications

Jobbeschreibung

Dexian seeks a hands-on ServiceNow Platform Operations Manager to lead the team maintaining and supporting the ServiceNow platform in Coppell, Texas.

You will mentor engineers, manage upgrades and clones, drive deployments, and serve as L3 escalation for complex incidents, while coordinating onshore and offshore activities and ensuring governance and security.

This role requires strong communication with business and IT partners and a passion for reliability, performance, and process improvement.