Senior Manager

Job Title: Associate Director/Senior Manager – ServiceNow OperationsStatus: Contract to hire Hybrid role: 2 days, 3 days onsite required in Coppell, TXThe Associate Director/Senior Manager - ServiceNow Operations will be part of the Engineering & Ops team responsible for Application support of the ServiceNow instances (supporting other tools in ecosystem - Nuvolo and Twilio - possibly even Flexera) with products – ITSM and ITOM, including ITAM, Service Catalog, Service Portal, Operational ITIL Processes, CMDB, Discovery, Event Mgmt., Twilio, Nuvolo, Flexera (Soft Asset Mgmt. Tool) and System IntegrationsResponsibilities in ServiceNow Technology includesManage a team of Application support engineers(onshore/offshore) to support operational activities such as enhancements and customer support requests (help, how to, etc.) as well as stakeholder questions, 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 necessaryResponsible for service level availability of production and non-production environmentsResponsible for collaborating with engineering, product and extended IT teams to ensure successful delivery of projects and supportRepresent ServiceNow team to execute organization’s Disaster Recovery exerciseDefine and document policies, procedures, standards related to application operationsResponsible for team’s adherence to IT general controls and support for audit activities, as requiredResponsible for working with ServiceNow support and extended vendor team to maintain platform hygiene, address performance and other platform specific issues on all environmentsProduce performance/SLA reporting metrics for continuous improvement of the operations teamProvide level 2 engineering support to complement engineering teamResponsible for staffing, mentoring, and maintaining high performing operations teamCollaborate with onshore/offshore team environment across US/India time zonesMinimum Skills RequiredAt least 12+. of experience in IT management with focus on IT Applications operationsBachelors or Masters in Computer Science or equivalentExcellent understanding of ServiceNow platform architecture, and best practicesStrong knowledge of ITSM processes and experience with JavaScript and REST APIsUnderstanding of third-party integrationsCertifications: ServiceNow System Administrator (CSA)Highly experienced with stakeholder communication, knowledge of compliance standards, and handling audit activitiesAdept in handling multiple competing priorities and project deliverablesExcellent communication skills, both written and verbal, with the ability to articulate technical solutions in clear terms to a variety of audiencesPreferred SkillsServiceNow Development; AI/ML capabilitiesCertifications: Application Development (CAD); ServiceNow Implementation Specialist (CIS) –Discovery, CMDB; ITIL