Role: ServiceNow Application Support Manager

Location: Dallas, TX (3 days Hybrid)

This is a Full-time/Permanent Position with our Client (Visa sponsorship is not available for this role)

Job Description

ITSM and ITOM, including ITAM, Service Catalog, Service Portal, Operational ITIL Processes, CMDB, Discovery, Event Management, Twilio, Nuvolo, Flexera (Soft Asset Management Tool) and System Integrations

Role Summary:

• Lead a global team (onshore/offshore) managing ServiceNow operations, including deployments, upgrades, and platform support.
• Ensure system availability, resolve production issues (including off-hours), and drive continuous improvements.
• Collaborate with engineering, product, and IT teams for smooth project delivery and compliance.
• Handle DR planning, audit support, and maintain operational standards and documentation.
• Partner with vendors to maintain platform performance and hygiene.
• Produce SLA/performance reports and provide L2 engineering support.
• Manage staffing, mentoring, and team performance across US/India time zones.

Must Have

• 12+ years in IT operations with deep ServiceNow expertise.
• Strong knowledge of ITSM, JavaScript, REST APIs, and integrations.
• Certified ServiceNow Administrator (CSA); ITIL and other SN certifications preferred.
• Experienced in audits, compliance, communication, and team leadership.
• Exposure to ServiceNow development and AI/ML is a plus.