ServiceNow Platform Operations Manager

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🔥 0 minutes ago

🏈 Alabama, Arizona, +30 more states – Remote

🏈 Alabama – Remote 🌵 Arizona – Remote 🐊 Florida – Remote 🌺 Hawaii – Remote 🥔 Idaho – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🦞 Maine – Remote 🌾 Nebraska – Remote 🗻 New Hampshire – Remote 🌶️ New Mexico – Remote 🌲 North Carolina – Remote 🌾 North Dakota – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote 🦬 Wyoming – Remote

💵 $94.1k - $150.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 ServiceNow

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SNHU Careers

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1932

📚 Education

🤝 Non-profit

🎯 Recruiter

Education • Non-profit • Recruitment

SNHU Careers is the careers and hiring portal for Southern New Hampshire University, a nonprofit institution focused on transforming learners’ lives. The site promotes the university’s mission-driven culture, inclusive values, employee benefits (including remote work options and paid time off), and a wide range of job categories from academics and teaching to business operations, student support, marketing, and campus roles. It encourages talent community sign-ups and highlights professional development, diversity and equity initiatives, and flexible work arrangements.

📋 Description

• Provide direct leadership and oversight to the ServiceNow Platform Operations team, including administrators, and operational support staff. • Set clear performance expectations, conduct regular coaching and feedback, and support the professional growth of team members. • Lead career development planning, skill-building programs, and cross-training to strengthen team capability and resilience. • Conduct annual performance reviews, contribute to goal setting, and partner with leadership on development planning. • Identify capacity gaps or performance challenges and provide additional support, mentoring, or corrective action where needed. • Foster a collaborative, inclusive, and accountable team culture aligned with university values and IT service standards. • Be a primary operational lead for the ServiceNow platform's core functionality, ensuring execution of daily processes. • Oversee ticket triage, classification, and resolution across the ServiceNow request, incident, and enhancement queues. • Conduct ongoing SLA monitoring, performance reporting, and ticket aging analysis to maintain service standards. • Act as escalation point for complex issues and coordinate with internal and external support teams to lead resolution. • Manage the end-to-end intake process for platform work requests, from initial business engagement through assignment and execution. • Collaborate with business units and technical teams to translate stakeholder needs into actionable backlog items. • Ensure prioritization processes are aligned with university goals, capacity constraints, and platform strategy. • Partner with leadership to track demand trends and surface important insights to inform resource planning. • Lead daily SCRUMs and sprint planning meetings, facilitating Agile best practices across the platform operations team. • Maintain visibility into work in progress, identifying blockers and ensuring understanding on deliverables and timelines. • Coordinate with developers, administrators, and analysts to balance workloads, manage dependencies, and ensure high-quality execution. • Support backlog grooming and internal prioritization according to team capacity and our priorities. • Manage operational schedules for cloning, patching, and other platform maintenance cycles, including communication with impacted teams. • Support user acceptance testing (UAT) for platform upgrades and major releases, including planning, documentation, and issue tracking. • Ensure communication between platform users, business SMEs, and developers to ensure readiness for upcoming changes. • Identify opportunities to reduce manual overhead through automation, standardization, and tooling improvements. • Promote operational consistency by documenting recurring processes, workflows, and standard operating procedures. • Partner with platform leadership to evaluate current practices, recommend enhancements, and implement best practices that improve reliability and efficiency. • Be a operational liaison between internal partners and third-party vendors or Managed Service Providers (MSP). • Monitor and manage vendor performance, coordinate enhancement cycles, and ensure agreement on contract expectations. • Communicate platform updates, priorities, and issues to team members and leadership in a timely and professional manner. • Support vendor onboarding, documentation, and knowledge transfer for external resources. • Other responsibilities as assigned.

🎯 Requirements

• 5+ years of experience with the ServiceNow platform in a operations, administration, technical or delivery-focused capacity • Bachelor's degree in Information Technology, Computer Science, Business, or a related field • Experience leading or managing teams, including performance management, coaching, and professional development • Experience managing platform operations, including work intake, ticket management, and coordination with internal and external teams • Experience with ServiceNow modules such as Incident, Request, Change, Knowledge, and Agile Development • Experience with the ServiceNow platform's core capabilities, architecture, and administration best practices • Experience with Agile methodologies, including backlog management, sprint planning, and SCRUM facilitation

🏖️ Benefits

• High-quality, low-deductible medical insurance • Low to no-cost dental and vision plans • 5 weeks of paid time off (plus almost a dozen paid holidays) • Employer-funded retirement • Free tuition program • Parental leave • Mental health and wellbeing resources