ServiceNow Platform Operations Manager

Dexian; Coppell (TX); Presencial; USD 110 000 - 170 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

ServiceNow administration

L3 support

ITSM

CMDB

CSDM

Discovery

Flow Designer

REST/SOAP integrations

JavaScript development

Leadership

CSA certification

CAD/CIS certifications

Descrição da oferta de emprego

We are looking for a hands-on ServiceNow Platform Operations Manager to lead the team responsible for maintaining and supporting the ServiceNow platform.

This person will manage and mentor ServiceNow engineers while remaining technically involved in the platform. They should be comfortable troubleshooting complex issues, supporting upgrades and clones, making platform changes, and serving as an L3 technical escalation point.

Key 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.

Required Experience

• Strong hands-on ServiceNow administration and development experience.
• Experience working 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.
• Experience with Flow Designer, IntegrationHub, MID Servers, and REST/SOAP integrations.
• Working knowledge of 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.

Preferred Qualifications

• ServiceNow CAD or CIS certifications.
• Experience working in a regulated enterprise environment.
• Experience coordinating onshore and offshore teams.
• ITIL certification.

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.