ServiceNow

• 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.

ServiceNow Platform Operations Manager

• Configure, administer, and optimize the ServiceNow platform across users, workflows, integrations, and reporting.
• Lead end to end migrations from legacy systems such as Zendesk and Autotask into ServiceNow.
• Collaborate with business stakeholders to translate requirements into scalable solutions.
• Build integrations with enterprise systems including CRM, billing, and monitoring tools.
• Develop dashboards and analytics to support operational decision making.
• Establish governance standards, change management processes, and documentation.
• Troubleshoot platform issues and serve as the escalation point for ServiceNow concerns.
• Support the company wide build out of the platform in the first year.

Senior ServiceNow Administrator

• Administer and support core ITSM modules, including Incident, Problem, Change, Request, and Knowledge Management
• Configure and maintain forms, lists, UI policies, business rules, notifications, and Flow Designer workflows
• Manage users, groups, roles, and access controls in alignment with security and governance standards
• Troubleshoot platform and application issues, identifying root cause and implementing corrective actions
• Support data imports, exports, and basic integrations under established standards and guidance
• Implement minor enhancements and low code solutions to improve operational efficiency and user experience
• Maintain platform documentation, operational procedures, and knowledge articles

Senior ServiceNow Systems Administrator

• Data Governance & Integrity: Enforce data standards, naming conventions, and relationship rules across all Configuration Items (CIs) to maintain high data quality.
• Discovery & Mapping: Oversee automated asset discovery tools (e.g., ServiceNow Discovery) and service mapping to ensure infrastructure components are accurately represented.
• Health Monitoring: Track CMDB health metrics—focusing on the "3 C's": Completeness, Correctness, and Compliance.
• Integration Management: Ensure seamless, reconciled data flows from third-party sources and authoritative systems into the CMDB using ETL, REST, and APIs.
• Audit & Compliance: Provide CMDB reporting and data lineage evidence to support internal and external risk and compliance audits.
• Stakeholder Collaboration: Partner with Incident, Problem, and Change Management teams to ensure that configuration changes are properly documented and evaluated.
• Platform Expertise: Hands-on experience with enterprise ITSM/ITOM platforms, particularly ServiceNow (including modules like CSDM and Discovery).
• Process Frameworks: Strong understanding of ITIL best practices (ITIL 4 Foundation or higher preferred).
• Data Management Skills: Experience handling large-scale data reconciliation, normalization, and identification rules.
• Analytical Thinking: Ability to translate complex IT infrastructure requirements into scalable, logical data models.
• Communication: Leadership and mentoring skills to train technical teams and educate stakeholders on configuration management processes.

Manager – ServiceNow CMDB, ITOM, ITAM

• Manage and resolve issues against ServiceNow applications
• Advise internal teams and lines of business regarding process and technology inefficiencies within the platform
• Perform routine maintenance to include performance monitoring and error identification/ remediation
• Maintain and improve the overall stability of the platform ensuring best practices are identified and incorporated into the platform
• Manage Instance Security, User/Group access, roles and associated relationships, and Access Control Lists (ACLs)
• Provide training and knowledge across the platform to our internal team and external business partners
• Develop reporting strategy and maintenance plan for platform wide reporting

ServiceNow jobs in Missouri

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ServiceNow Platform Operations Manager

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Manager – ServiceNow CMDB, ITOM, ITAM

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