ServiceNow Platform Operations Manager

SNHU Careers

Platform Operations Manager responsible for ServiceNow operations at SNHU. Leading a remote team and ensuring platform efficiency across various tasks and collaborations.

Posted 7/18/2026full-timeRemote • Alabama, Arizona, Florida, Hawaii, Idaho, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Mississippi, Missouri, Montana, New Hampshire, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin, Wyoming • 🇺🇸 United StatesMid-LevelSenior💰 $94,130 - $150,634 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in ServiceNow platform operations, including administration, ticket management, and Agile methodologies. Proven ability to lead teams, manage performance, and foster a collaborative culture aligned with organizational goals.

Highest-signal resume keywords

ServiceNow Platform OperationsTeam Leadership and ManagementAgile MethodologiesPerformance ManagementTicket Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNow AdministrationIncident ManagementRequest ManagementChange ManagementKnowledge ManagementAgile DevelopmentBacklog ManagementSCRUM FacilitationPerformance ReportingUser Acceptance Testing

Soft Skills

CoachingCollaborationCommunicationMentoringProblem-Solving

Industry Keywords

IT Service ManagementOperational ExcellenceVendor ManagementSLA MonitoringCross-Training

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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