Platform Operations Manager

**Join The GlideFast Team**:
Work with the best consultants and developers in the industry.
**GlideFast Consulting - Platform Operations Manager - Contract to Hire**:
**Reference**:
- JBRQ
- **Responsibilities**:
- Manage the day-to-day activities of the platform operation, including establishing priorities and work assignments
- Monitor and communicate incident impacts and trends related to the ServiceNow platform to stakeholders
- Provide directions to teams in problem and incident management activities, specifically identification, research, and initial vendor contact
- Ensure availability of resources to fulfill service requests and participate in project planning and coordination for assigned customer groups
- Ensure installations and upgrades are performed while maintaining ongoing systems operations in accordance with established policies and procedures
- Regularly monitor and tune systems to achieve optimum performance levels
- Participate in testing of new technologies for impact analysis and transition to ongoing operations
- Manage individual capacity and balance time between operations and initiatives, meeting expectations for ongoing resourcing processes
- Support reliable and stable data management, security, backup, restoration, archiving, and replication
- Review critical incident outage resolution results and responses, and dispositions of failed changes due to issues related to the platform
- Conduct regular audits and assessments to identify areas for improvement and implement solutions to enhance platform efficiency
- Maintain current certifications, keep up to date on all Delta releases
- Build on current platform knowledge by learning new modules and broadening skillset
**Qualifications**:
- Proven experience in ServiceNow platform administration and operations management
- Strong knowledge of ServiceNow platform architecture, configurations, and integrations
- Excellent problem-solving, communication, and leadership skills
- Ability to prioritize tasks, manage projects, and work effectively in a fast-paced environment
- Experience with ITIL practices and IT service management processes is a plus
- 10+ years of information systems experience in multiple areas of IT
- 7+ years of experience in IT Management
- 5+ years of experience in ServiceNow platform management and integrations
- Solid understanding of NLU and machine-learning methods and ServiceNow ML capabilities, and capabilities by other market players (e.g. Microsoft)
- Solid understanding of the Software Delivery Lifecycle principles in the pharmaceutical industry (CSV, CSA, GAMP 5) (desired)
- Solid understanding and experience working with Agile Development and DevSecOps practices and tools (work management, code management, test automation, CI/CD, code scanning etc)
- Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks
- Uphold excellent time management and organizational skills with an aptitude toward creative problem-solving
- Excellent proficiency with English language: written, reporting, verbal/oral communication skills; must be an effective presenter
- Proven troubleshooting skills
- Continue learning service delivery solutions, technologies, and methodologies
- Maintain professionalism and an uninterrupted work environment during all client meetings and interactions
- Excellent communications skills required - verbally with customers and all levels of the business, as well as written with technical assessments and
**Certifications / Education**:
- Bachelor's degree in IT, Business, or related field preferred or equivalent work experience
- ServiceNow Certified System Administrator (CSA) certification is required
- ServiceNow Certified Implementation Specialist (CIS) certification is preferred
The starting pay range for this role is $0.00 - $0.00. Actual compensation will depend on a number of factors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.

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