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

• Manage Uline’s ServiceNow platform, including applications, modules and workflows to meet business needs.
• Provide technical support by troubleshooting platform issues, resolving incidents and ensuring timely issue resolution.
• Monitor system performance, manage upgrades and maintain user access to ensure reliable platform operations.
• Build custom dashboards and reports to identify trends and support continuous service improvement.

ServiceNow System Administrator

• The ServiceNow Manager manages the daily operation and delivery of the ServiceNow platform and services across the organization, with a strong focus on execution, service quality, and user experience.
• This role ensures the effective use and ongoing support of the ServiceNow platform, manages service delivery processes, and provides direct oversight of incident, request, change, and asset management activities.
• The ServiceNow Manager supervises and develops team members, ensures timely resolution of issues and requests, and creates and maintains processes that align IT services with business needs.
• This role monitors service performance and drives continuous improvement efforts to enhance efficiency and customer satisfaction.

ServiceNow Manager

• Administer and configure the ServiceNow platform and its applications
• Manage platform functionality, including plugins and environments
• Execute release activities, including moving code to production
• Monitor platform performance and ensure system stability
• Troubleshoot issues and provide production support
• Manage user access and enforce security controls
• Support governance processes, including change management and compliance
• Partner with engineering and architecture teams on deployments and platform improvements
• Drive continuous improvement across platform operations

• analyze high-level system specifications, system requirements, and use cases related to ITSM processes
• convert business and technical requirements into low-level specifications and detailed ServiceNow design solutions
• design, configure, and enhance ServiceNow ITSM applications, primarily in the Incident, Major Incident, Problem, Request, and Knowledge spaces
• understand and identify system dependencies, upstream/downstream integrations, and platform impacts
• provide appropriate documentation for design decisions, configuration, scripting, estimating assumptions, and performance metrics
• define, conduct, and participate in testing activities (unit, system, integration)
• prepare, lead, and participate in technical walkthroughs and solution reviews
• collaborate with ITSM Process Owners and stakeholders to evaluate system flow, data usage, and processes
• act in a consultative capacity, recommending best-practice solutions and offering alternatives when necessary
• ensure development meets standards for programming, design, performance, quality, and security
• identify opportunities for continuous improvement
• support incident analysis and resolution within the engineer’s subject matter expertise
• participate in an on-call rotation, providing after-hours support on nights and weekends as needed
• manage and prioritize a steady workload across initiatives

ServiceNow jobs in Wisconsin

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ServiceNow Platform Operations Manager

ServiceNow System Administrator

ServiceNow Manager

ServiceNow System Administrator

ServiceNow ITSM Senior Engineer