ServiceNow Engineering Operations Manager
Core
Lead the design, delivery, and ongoing support of the ServiceNow platform with a strong focus on IT Service Management (ITSM), blending 60% hands-on technical engineering with 40% team leadership and client management.
Role type
Senior IC ServiceNow Engineering Operations Manager (ITSM)
Builds
ServiceNow platform environment, ITSM solutions, and team capabilities
Domain
IT Service Management (ITSM) within the ServiceNow ecosystem
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ServiceNow engineering and administration, ITSM process configuration, team management and mentoring, client requirement gathering, ServiceNow architecture and scripting (JavaScript, Glide API), REST/SOAP API integrations, release management, ITIL framework knowledge
Preferred skills
ServiceNow certifications (CSA, CIS-ITSM, CAD), ITIL v4 certification, experience with additional ServiceNow modules (CMDB, Discovery, HRSD, SecOps, ITOM), Agile/Scrum delivery, managed services or consulting environment experience, automation scripting (PowerShell, Python)
Technologies
ServiceNow, JavaScript, Glide API, REST APIs, SOAP APIs, MID Server, PowerShell, Python
Responsibilities
Lead day-to-day engineering and operations of the ServiceNow platform, design and oversee platform architecture and integrations, manage upgrades and release cycles, serve as technical escalation point, act as primary contact for client engagements, manage and mentor a team of engineers, plan project roadmaps, partner with cross-functional teams, establish development best practices, monitor platform performance and compliance
Seniority
Senior, hands-on IC with leadership responsibilities
