Title: ServiceNow Service Desk Manager (aka Operations Analyst II)
Job Type: C2H or Direct Hire 
Location: Hybrid, Daytona Beach FL or Plano, TX

Job Summary
Wright Technical Services is proud to represent a Fortune 1000 company making strides in their industry. We are seeking a seasoned Sr Operations Analyst with a strong technical foundation working with ServiceNow – Service Desk Manager and a proven track record of working with vendors to elevate/improve efficiency in managing and delivering IT services for a fast-paced Service Desk environment. This role requires deep expertise in ServiceNow for Service Level Management, Self-Service Portal, Automation, Service Request Management, and Incident management, along with exceptional communication and analytical skills.

The ideal candidate will drive continuous improvement through trend analysis and stakeholder engagement and be a collaborative leader with a results-driven mindset. This individual will play a critical role in enhancing service reliability and operational efficiency across the enterprise. Experience in IT infrastructure, software development, or security operations, and familiarity with the insurance industry are highly desirable.

Qualifications

• Education: BA/BS in Computer Science, Information Technology, or a related field required; Master’s Degree/MBA preferred
• 5+ years of experience managing major incidents in a medium to large organization, with a proven track record working in a fast-paced Service Desk environment.
• Extensive hands-on experience with ServiceNow for Service Desk Manager: Service Level Management, Self-Service Portal, Automation, Service Request Management and Change management, including reporting and workflow configuration.
• Strong technical background in IT infrastructure, applications, or systems, enabling effective troubleshooting and collaboration with technical teams
• Demonstrated expertise in building relationships with vendors managing SLAs and ensuring compliance and elevating efficiency/performance of Service Desk.
• Exceptional analytical and problem-solving skills to process complex data and develop responsive action plans
• Strong communication skills w/experience working with vendors, managing change communications, providing clear & concise updates
• Results-oriented with excellent organizational skills, balancing operational and strategic priorities
• Collaborative and inclusive, with the ability to motivate and empower diverse teams
• Enthusiasm for learning new technologies and driving process improvements
• Preferred:
• Experience in IT infrastructure, software development, or security operations
• Familiarity with the insurance industry
• Certifications in ITIL or ServiceNow

Description and Responsibilities

• Change Management: Coordinate and review change requests in ServiceNow, ensuring changes are assessed for risk, properly documented, and aligned with ITIL best practices to minimize disruptions to critical systems
• SLA and Performance Reporting: Develop and maintain reports in ServiceNow to monitor SLA compliance, change success rates, and performance metrics for critical applications and services
• Technical Leadership: Collaborate with IT and business teams to troubleshoot complex issues, leveraging your technical background to guide resolution efforts and improve system reliability
• Proactive Trend Analysis: Identify patterns in incidents and change outcomes to recommend process improvements, enhance monitoring, and resolve chronic issues that impact operations
• Stakeholder Communication: Define and maintain distribution lists in ServiceNow to deliver tailored incident and change updates to affected stakeholders, acting as the authoritative source for incident status, root cause, resolution, and change impacts
• ITSM Process Advocacy: Promote the adoption of IT Service Management (ITSM) processes, including incident, problem, and change management, and ServiceNow usage across decentralized teams to ensure consistency and efficiency
• Runbook Development: Work with the ServiceNow team to enhance monitoring of critical applications and create operational runbooks for consistent incident and change handling
• Team Collaboration: Build strong partnerships across divisions to foster a culture of collaboration, efficiency, and continuous improvement in IT service delivery
• Perform other duties as assigned

Eligibility: All applications current authorized to live and work in the United States on a Permanent basis are welcome to apply. Must be currently residing in the US. Sponsorship is not available for this position.

Wright Technical Services and our client are Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.