ServiceNow Application Operations ManagerWe 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.Location: Coppell, Texas (Hybrid)Role OverviewKey ResponsibilitiesManage 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 QualificationsEducation: 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 QualificationsExperience 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.
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