ServiceNow Platform Operations Manager

Role Overview

We are looking for a hands-on ServiceNow Platform Operations Manager to lead the team responsible for maintaining and supporting the ServiceNow platform.

This person will manage and mentor ServiceNow engineers while remaining technically involved in the platform. They should be comfortable troubleshooting complex issues, supporting upgrades and clones, making platform changes, and serving as an L3 technical escalation point.

Key Responsibilities

• Lead and mentor ServiceNow administrators, developers, and support engineers.


• Maintain the stability, performance, and availability of the ServiceNow platform.


• Serve as an L3 escalation point for complex platform and production issues.


• Oversee ServiceNow upgrades, patches, instance clones, deployments, and releases.


• Troubleshoot issues involving MID Servers, integrations, CMDB, CSDM, Discovery, Event Management, and Flow Designer.


• Support ServiceNow SPM processes, including demand management, project management, resource planning, budgeting, and portfolio prioritization.


• Build and maintain workflows, approvals, reports, and dashboards.


• Coordinate platform activities between onshore and offshore teams.


• Support after-hours maintenance, critical incidents, and disaster recovery testing.


• Partner with business and technical teams to translate requirements into ServiceNow solutions.


• Ensure the platform follows governance, audit, security, and compliance requirements.

Required Experience

• Strong hands-on ServiceNow administration and development experience.


• Experience working at an L3 ServiceNow platform support level.


• Strong knowledge of ITSM, CMDB, CSDM, Discovery, ITOM, Event Management, and SPM.


• Experience with upgrades, patching, cloning, releases, and production deployments.


• Experience with Flow Designer, IntegrationHub, MID Servers, and REST/SOAP integrations.


• Working knowledge of JavaScript, GlideRecord, GlideAjax, Business Rules, Client Scripts, and Script Includes.


• Experience leading or mentoring ServiceNow technical teams.


• Strong communication and stakeholder-management skills.


• ServiceNow CSA certification required.

Preferred Qualifications

• ServiceNow CAD or CIS certifications.


• Experience working in a regulated enterprise environment.


• Experience coordinating onshore and offshore teams.


• ITIL certification.