Operations Manager (ServiceNow)

Experience - 15 - 20 years

Key Responsibilities:

- Ensure compliance with standards, SOPs, and work instructions across daily operations.
- Support operational teams, including handling escalations and providing guidance.
- Monitor data quality through audits and record reviews.
- Generate regular and ad-hoc reports, dashboards, and performance metrics.
- Track SLAs/OLAs and collaborate with teams to improve service performance.
- Analyze queues and follow up with operations for effective case handling.
- Conduct audits and assess adherence to governance documentation.
- Configure and maintain ServiceNow catalog items and perform basic admin tasks (CSA certification required).
- Partner on Continuous Service Improvement (CSI) initiatives:
- Analyze performance data
- Identify and implement improvement opportunities
- Track and report on progress against KPIs

Requirements:
- Experience in IT operations or service management.
- Strong analytical and reporting skills.
- Working knowledge of ServiceNow (especially catalog and group management).
- ServiceNow Certified System Administrator (CSA) certification.
- Familiarity with SLA/OLA monitoring and performance metrics.
- Excellent communication and coordination skills.
- Knowledge of ITIL and CSI practices is a plus.

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries of the position across all US locations. Within the range, individual pay is determined by work location and additional job-related factors, including knowledge, skills, experience, tenure and relevant education or training. The pay scale is subject to change depending on business needs. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Additional compensation may include benefits, discretionary bonuses, and equity.