ServiceNow Application Operations Manager

Location: Coppell, Texas (Hybrid)

About the role

We are seeking a ServiceNow Application Operations Manager to lead and develop a team of application support engineers. This role is responsible for the operational activities, deployments, patching, and upgrades of the ServiceNow platform. The ideal candidate will be a ServiceNow Subject Matter Expert with extensive experience in IT management and a deep technical understanding of the ServiceNow platform.

Responsibilities

• Manage and mentor a team of onshore and offshore application support engineers.
• Oversee operational activities, including deployments of new capabilities, patching, and upgrades of the ServiceNow platform.
• Address production issues in a timely manner, including during off-hours and weekends as necessary.
• Ensure service level availability of production and non-production environments.
• Collaborate with engineering, product, and extended IT teams to ensure successful project delivery.
• Lead the team in the organization’s Disaster Recovery exercises.
• Define, document, and enforce policies, procedures, and standards for application operations.
• Ensure team adherence to regulatory and IT general controls and support audit activities.
• Work with the ServiceNow support and vendor teams to maintain platform hygiene and address performance issues.
• Produce performance and SLA reporting metrics for continuous improvement.
• Provide Level 2 engineering support to complement the engineering team.
• Handle staffing, mentoring, and maintenance of a high-performing operations team.

Requirements

• Bachelor's or Master's degree in Computer Science or an equivalent field.
• A minimum of 12 years of experience in IT management with a focus on IT applications operations, including 8 years of hands-on ServiceNow experience.
• Previous lead or manager-level experience is required.

Skills

• Expertise in ServiceNow platform architecture and best practices.
• Strong knowledge of ITSM processes, JavaScript, and REST APIs.
• Understanding of third-party integrations.
• ServiceNow System Administrator (CSA) certification.
• ServiceNow Implementation Specialist (CIS) and Application Development (CAD) certifications.
• Experience with stakeholder communication, compliance standards, and audit activities.
• Ability to handle multiple competing priorities and project deliverables.
• Excellent written and verbal communication skills, with the ability to explain technical solutions to various audiences.

Preferred Qualifications

• Experience with ServiceNow Development.
• Knowledge of AI/ML capabilities.
• ServiceNow Implementation Specialist (CIS) in Discovery or CMDB.
• ITIL certification.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program.
• Access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for benefits and resources.
• Access to a certified Career Coach.