ServiceNow Operations Lead - TSM/OMT

3 hours, 15 minutes ago
Senior
Customer and Technical Support
NewRocket

NewRocket

NewRocket is a full-service, elite ServiceNow partner that delivers meaningful experiences and extraordinary results. They help enterprise leaders tackle tough business challenges, navigate change with confidence, and go beyond workflows to create a re...

Internet Software & Services
251-1K
Founded 2016

Description

  • Lead day-to-day operations and support for ServiceNow-based processes and workflows.
  • Monitor platform performance, resolve operational issues, and drive root-cause analysis and corrective actions.
  • Manage telecom process workflows, exceptions, escalations, and customer-impacting issues.
  • Own SLA governance and track adherence, backlog, aging, turnaround time, productivity, and quality metrics.
  • Lead operations teams by managing workload allocation, priorities, shift coverage, and escalations.
  • Establish standard operating procedures, controls, documentation, and operational readiness practices.
  • Identify opportunities for automation, standardization, process optimization, and service improvement.
  • Coordinate with ServiceNow developers, architects, telecom SMEs, business teams, and customer stakeholders.
  • Conduct service reviews and communicate operational performance, risks, issues, and improvement plans.
  • Support transitions of new processes and services from implementation into steady-state operations.

Requirements

  • 5+ years of experience in IT or telecom operations, service management, or managed services.
  • Strong working knowledge of the ServiceNow platform and ServiceNow-based operational processes.
  • Understanding of telecom business processes and service operations.
  • Experience with SLA, KPI, incident, problem, escalation, and performance management.
  • Experience managing operations teams in a 24x7 or SLA-driven environment.
  • Strong analytical, problem-solving, communication, presentation, and reporting skills.
  • Experience with stakeholder management and customer-facing operations.
  • Understanding of ITIL and service management principles.
  • Ability to work across business, operations, and technology teams.
  • Preferred: ServiceNow CSA, CIS, or relevant specialization; telecom process experience; CSM, ITSM, FSM, TSM, Power BI, process improvement, automation, or operational transition experience.

Benefits

  • Collaborative, inclusive workplace that values diversity and individual contributions.
  • Support for healthy work-life balance and professional growth.
  • Equal opportunity and affirmative action employment practices.
  • Workplace accommodation support for individuals with disabilities.

Interested in this position?

Apply directly on the company website

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