ServiceNow Operations Manager

Company Overview

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Job Summary

The ServiceNow Operations Manager is responsible for ensuring the health, stability, quality, and compliance of the ServiceNow platform. This role is crucial for platform readiness through rigorous monitoring, access governance, upgrade oversight, and operational quality assurance. The manager acts as the quality gatekeeper for production stability, safeguarding secure, scalable, and audit-ready operations across all environments.

Responsibilities

• Platform Health & Maintenance: Monitor instance performance, jobs, integrations, and MID server availability; execute instance scans and enforce remediation for high-priority issues; coordinate environment refreshes and post-clone cleanup tasks; and maintain platform documentation, change logs, and operational Standard Operating Procedures (SOPs).

• Upgrade & Patch Management: Manage the upgrade lifecycle, including scheduling, test coordination (Acceptance Test Framework - ATF), and post-validation; evaluate plugin requests, dependencies, and impact before enabling; and coordinate with developers and QA for regression test plans during upgrades.

• Access & Governance: Manage user provisioning, access reviews, and Role-Based Access Control (RBAC)/Access Control List (ACL) configurations; monitor elevated role usage and delegated development practices; handle all HI portal requests, plugin installations, and support escalations.

• Operational & Quality Support: Serve as L2/L3 responder for ServiceNow incidents and platform outages; ensure Root Cause Analysis (RCA) documentation and follow-up on issue resolution; own pre-release quality checks for code migration, ATF coverage, and regression risk; conduct readiness reviews for production deployments and enforce rollback strategies; and collaborate with QA to review automation gaps and test coverage metrics.

• Quality Ownership: Maintain platform quality assurance (QA) gate criteria for all deployments and environment changes; ensure test results, code reviews, and instance scan reports meet release standards; track platform defects and coordinate with development and QA to resolve and prevent reoccurrence; establish operational Key Performance Indicators (KPIs) for quality: failed jobs, test coverage, clone issues, and instance scan results.

• Reporting & Metrics: Maintain health dashboards (availability, upgrade history, access logs); report operational KPIs: SLA adherence, platform errors, clone/upgrade outcomes; and provide audit support, including access logs, plugin activation history, test evidence, and job reports.

Qualifications

• Experience: 8+ years, with a minimum of 2+ years in ServiceNow platform operations.

• Educational Qualifications: Bachelor's or Master’s in Computer Science, Engineering, or related fields.

• Mandatory Certifications: ServiceNow Certified System Administrator (CSA).

• Preferred Certifications: ITIL v4 Foundation; ServiceNow Certified Implementation Specialist (ITSM, Discovery, or Performance Analytics).

Preferred Skills

• Excellent written and verbal communication; strong documentation and reporting skills; ability to engage effectively with developers, QA, infrastructure, and security teams.

Experience

Minimum of 8 years of relevant experience is required, including at least 2 years focused on ServiceNow platform operations.

Environment

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Salary

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Growth Opportunities

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Benefits

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