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Operation Manager -ServiceNow
Blue PearlCape Town, South Africafull_timeVerifiedPosted 24 Sept 2025
About the role
The IBM ServiceNow Operations Manager will be responsible for overseeing the implementation, maintenance, and enhancement of ServiceNow solutions within our organization. You will lead a team of ServiceNow administrators and developers to ensure the platform meets business requirements, enhances operational efficiency, and supports strategic initiatives.
Key Responsibilities:
Lead the implementation and configuration of ServiceNow modules and applications based on business needs and industry best practices.
Manage and mentor a team of ServiceNow administrators and developers, providing guidance and support in resolving complex technical issues.
Collaborate with key stakeholders to gather requirements, define project scope, and develop implementation plans.
Oversee the day-to-day operation of the ServiceNow platform, including incident management, problem management, change management, and service catalog management.
Ensure adherence to ITIL best practices and company policies in ServiceNow operations and governance.
Monitor system performance, identify areas for improvement, and implement enhancements to optimize platform functionality.
Develop and maintain system documentation, including technical specifications, standard operating procedures, and user guides.
Conduct regular audits and reviews to ensure data integrity, security, and compliance with regulatory requirements.
Stay updated on ServiceNow platform updates, new features, and industry trends to recommend and implement innovative solutions.
Proven experience in managing and administering IBM ServiceNow platform in enterprise environments.
Strong technical proficiency in ServiceNow configuration, customization, and administration.
Experience leading and managing a team of ServiceNow administrators and developers.
In-depth knowledge of IT service management (ITSM) processes and ITIL framework.
Excellent communication skills with the ability to collaborate effectively with cross-functional teams and stakeholders.
Strong analytical and problem-solving skills, with a keen attention to detail.
ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist) preferred.
Key Responsibilities:
Lead the implementation and configuration of ServiceNow modules and applications based on business needs and industry best practices.
Manage and mentor a team of ServiceNow administrators and developers, providing guidance and support in resolving complex technical issues.
Collaborate with key stakeholders to gather requirements, define project scope, and develop implementation plans.
Oversee the day-to-day operation of the ServiceNow platform, including incident management, problem management, change management, and service catalog management.
Ensure adherence to ITIL best practices and company policies in ServiceNow operations and governance.
Monitor system performance, identify areas for improvement, and implement enhancements to optimize platform functionality.
Develop and maintain system documentation, including technical specifications, standard operating procedures, and user guides.
Conduct regular audits and reviews to ensure data integrity, security, and compliance with regulatory requirements.
Stay updated on ServiceNow platform updates, new features, and industry trends to recommend and implement innovative solutions.
Requirements
Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).Proven experience in managing and administering IBM ServiceNow platform in enterprise environments.
Strong technical proficiency in ServiceNow configuration, customization, and administration.
Experience leading and managing a team of ServiceNow administrators and developers.
In-depth knowledge of IT service management (ITSM) processes and ITIL framework.
Excellent communication skills with the ability to collaborate effectively with cross-functional teams and stakeholders.
Strong analytical and problem-solving skills, with a keen attention to detail.
ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist) preferred.
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