Job#: 3036888 Job Description: ServiceNow Application
Operations ManagerLocation: Coppell, Texas (Hybrid)
Role Overview
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.
Key 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.
Required Qualifications
Education: Bachelor's or Master's degree in Computer Science or an equivalent field.
Experience: 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.
Technical 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.
Professional Skills:- 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.
- Additional Certifications: ServiceNow Implementation Specialist (CIS) in Discovery or CMDB; ITIL certification.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
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