OverviewThe 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.
Qualifications
Required Skills & Experience
- Bachelor of Arts/Science degree from an accredited college or university in Information Technology, Computer Science, or related field, required, or an additional four (4) years of related experience in lieu of degree required.
- Five (5) years of experience in IT service delivery, help desk, or service management functionsrequired.
- Two (2) years of supervisory or team leadership experience required.
- Strong working knowledge of ServiceNow or similar ITSM platforms.
- Experience managing incident, request, change, and asset management processes.
- Working knowledge of ITIL framework.
- Strong technical, troubleshooting, and operational support background.
- Excellent communication, organizational, and problem-solving skills.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Physical Demands
- Must be able to sit for extended periods of time.
- Must be able to read, write, speak and type English.
- Must be able to hear and use a telephone.
- Use of computer requires repetitive keystrokes.
Work Environment
- This role is fully remote, with the option to work from our HQ or retail locations.
- Bi-annual travel to Tampa to Grow Headquarters required.
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