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Manager, Digital Technology Operations

Element AI

Element AI

IT, Operations
Atlanta, GA, USA
Posted on Wednesday, June 5, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

About Digital Technology:

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

What you get to do in this role:

  • Leading a small team, this role is responsible for oversight & management (provisioning, installation, configuration, operation, and maintenance) of critical hardware systems and related infrastructure
  • Assists both project and business teams with technical issues and participates in planning, design, implementation, and support within the project life cycle
  • Researches and stays up to date with current trends in systems and infrastructure developments
  • The IT/Infrastructure Manager will work closely with the IT lead and decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization
  • Responsible for the overall system administration including deployment, monitoring, maintenance, development, upgrades, and support of IT systems, including networks, servers, PCs, VDI, operating systems, and all associated hardware
  • Ensures the efficient utilization of IT resources (including personnel and equipment) across the organization
  • Determines cause and resolution for software, hardware, and configuration problems, and works to prevent repeat issues
  • Evaluates team members within department and delivers constructive feedback to employees regarding performance
  • Conducts quarterly performance reviews
  • Responsible for staff development and training to support career growth
  • Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs
  • Provides staffing recommendations to HR
  • Assists with recruiting and hiring process
  • Determines work procedures and expedites workflow
  • Assists with strategy & planning of infrastructure systems including hardware, networking, and security
  • Manage operations staffing, including recruitment, supervision, development, evaluation, and any necessary disciplinary action
  • Oversees relationship with vendor partner to maintain & continuously improve Help Desk functionality and efficiency
  • Responsible for Vulnerability remediation, security improvement efforts & posture
  • Other projects or duties as assigned by management


To be successful in this role you have:

  • Bachelor's degree in technology related area & 8+ years of related experience; or equivalent combination of education/experience.
  • Experience with Office 365 Administration, Active Directory.
  • Systems administration experience in a medium-scale complex Microsoft Server environment.
  • Proven capability in managing integrated Microsoft services.
  • Demonstrated proficiency in managing the full range of Microsoft server roles and features
  • Possesses strong technical knowledge and troubleshooting abilities
  • Experience leading and managing a team of professionals effectively to achieve results
  • Excellent communication skills, including the capacity to communicate effectively with individuals of varying technical backgrounds
  • Researches and stays up to date with current trends in systems methodologies and infrastructure developments
  • Networking knowledge and troubleshooting - is a plus
  • Extensive experience working in a team-oriented, collaborative environment
  • 5+ years of experience with Microsoft Windows Server technologies
  • Experience with Microsoft Azure Infrastructure, platform, and software services
  • Basic desktop deployment and automation knowledge using Microsoft Intune
  • Experience with IT infrastructure planning and development
  • VMWare & vSphere configuration and management experience
  • willing to jump in, take ownership especially when times get challenging


Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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