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 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 zones.
Minimum skills required: At least 12+ years of experience in IT management with focus on IT applications operations. Bachelors or Masters in Computer Science or equivalent.
Excellent understanding of ServiceNow platform architecture, and best practices. Strong knowledge of ITSM processes and experience with JavaScript and REST APIs. Understanding of third-party integrations. Certifications: ServiceNow System Administrator (CSA).
Highly experienced with stakeholder communication, knowledge of compliance standards, and handling audit activities. Adept in handling multiple competing priorities and project deliverables. Excellent communication skills, both written and verbal, with the ability to articulate technical solutions in clear terms to a variety of audiences.
Preferred skills: ServiceNow Development; AI/ML capabilities. Certifications: Application Development (CAD); ServiceNow Implementation Specialist (CIS) Discovery, CMDB; ITIL.
EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."
Sr. ServiceNow ITSM Manager • Coppell, TX, United States
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