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  • DASH operations manager (Replacement) San Salvador
  • RSM US LLP in San Salvador, , El Salvador
  • jobs
  • 1 month ago

jobs description

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

The ServiceNow Operations Manager will be responsible for overseeing the operation, maintenance, and enhancement of the ServiceNow platform supporting our client facing consulting services. This role requires a strategic thinker with a deep understanding of ServiceNow's capabilities and a proven track record of managing the platform to support business objectives. The ideal candidate will have a strong technical background, good leadership and communication skills, and the... ability to collaborate effectively with cross-functional teams. They will oversee the platform's performance, security, and compliance, and provide guidance and assistance to the support team and end users.

Operations & Maintenance
• Oversee the implementation and maintenance of the ServiceNow platform for consulting services
• Work with a team of ServiceNow administrators and analysts to maintain and improve the system
• Lead the planning and execution of ServiceNow platform upgrades, patches, and enhancements to ensure the platform's reliability, security, and performance.
• Manage the ServiceNow instance configuration, including the deployment of new modules ensuring seamless data flow and system interoperability.
• Conduct regular system audits and performance monitoring to proactively identify and address potential issues, optimizing platform functionality and user experience.
• Coordinate with stakeholders and vendors to ensure the quality and security of the platform
• Collaborate with business stakeholders to understand business requirements and translate them into technical solutions that leverage ServiceNow's capabilities to drive efficiency and innovation.
• Coordinate with the ServiceNow community and vendors to stay informed about new features, best practices, and emerging technologies that can enhance platform functionality and business outcomes.
• Establish and monitor key performance indicators (KPIs) for platform health and support services, implementing continuous improvement initiatives based on data-driven insights.

Support
• Lead the ServiceNow support team, providing guidance and mentorship to ensure high-quality support and maintenance services.
• Serve as a Tier-3 escalation point for issues affecting the platform. After hours support may be required.
• Serve as the liaison to the vendor for vendor escalated issues
• Facilitate the Product Owner in researching and designing technical solutions
• Research and implement new features and functionalities for the platform
• Debug and resolve issues and defects in the platform
• Work with our Knowledge Manager to develop and maintain comprehensive documentation on platform configurations, processes, and best practices to facilitate knowledge sharing and training.

Additional Responsibilities
• Environment management Production/Sub-Prod
• Troubleshooting of 3rd party systems used in client service delivery

EDUCATION
• Required:
• Bachelor’s degree in technology, or related field of study (Equivalent work experience considered)
• ServiceNow CSA Certification
• ServiceNow CAD Certification
• ITIL Foundation Certification

Technical Skills

Required:
• Implementation and management of enterprise-scale systems
• Utilization of ServiceNow modules and features
• Intermediate experience using Microsoft PowerPoint, Visio, Word, Excel, and OneNote

Preferred:
• Familiarity with scripting languages specifically Javascript

Experience

Required:
• Minimum of 3 years of experience in operating a ServiceNow platform, with a strong preference for candidates with ServiceNow certifications.
• Strong understanding of good customer service principles

Preferred:
• Has worked with teams to deliver business-facing solutions

Leadership Skills

Required:
• Ability to work with leaders across multiple levels within an organization
• Ability to self-direct and take initiative
• Strong interpersonal and communication skills
• Strong critical thinking skills
• Strong problem-solving skills
• Strong organization skills
• Ability to respond and be adaptable to changing priorities

You want your next step to be the right one. You’ve worked hard to get where you are today. And now you’re ready to use your unique skills, talents and personality to achieve great things. RSM is a place where you are valued as an individual, mentored as a future leader, and recognized for your accomplishments and potential. Working directly with clients, key decision makers and business owners across various industries and geographies, you’ll move quickly along the learning curve and our clients will benefit from your fresh perspective.

Experience RSM. Experience the power of being understood
San Salvador El Salvador

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