Operations Manager (ServiceNow) Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: Secret Employee Type: Regular Percentage of Travel Required: Up to 10% Type of Travel: Local * * * **The Opportunity:** CACI is looking for an Operations Manager to provide hands-on technical guidance and oversight to a team of Platform Architects and Developers for the Sustainment and Administration of an Enterprise ServiceNow implementation (IT Service Management (ITSM), IT Operations Management (ITOM, etc.). In this role you will provide technical support for the execution of Operations and Maintenance (O&M) tasks on ServiceNow. This position requires leading the sustainment/Tier 2/Tier 3 efforts performed by developers, engineers, and technicians supporting the platform while ensuring procedures are properly documented, tickets are being worked proactively, and workloads are evenly distributed among team members. This position requires maintaining an on-call rotational schedule for call-in support and occasional off-hour assignments. **Responsibilities:** + Responsible and accountable for the proper adjudication and disposition of incident, requests, and change tickets assigned to the team according to established guidelines. + Develop, implement, and enforce deployment plans and operation checklists for the sustainment of the platform. + Create and enforce configuration, change, and release management policies and procedures + Ensure the Platform sustainment team proactively responds to tickets while ensuring the team’s workloads are balanced. + Ensure Tier 2 technicians provide timely responds to system alerts and customer reported issues, escalating problems as required. + Resolve issues by exercising independent judgment within established Incident, Change, Configuration, Problem, Knowledge guidelines and support practices. + Ensure that approved software release packages and break-fix solutions are deployed by platform administrators in accordance with configuration, change, and release management policies and procedures + Responsible for documenting system administration tasks such as patching, configuring software, responding to service outages, monitoring system performance, troubleshooting system issues, managing accounts, etc. + Maintain situational awareness of ongoing incidents, problems, and events, providing timely and accurate information to support decision-making + Develop, implement, and enforce incident management plans, procedures, and protocols to ensure effective response to minimize impact on the organization and its stakeholders. + Lead, motivate, and develop a team of operations professionals, ensuring they have the necessary skills, training, and resources to perform their duties effectively. + Lead and co-ordinate the go-live activities including the execution of the deployment plans and checklists. + Participate in Change Advisory Board (CAB) meetings to discuss release scope. **Qualifications:** _Required:_ + Active secret clearance **OR** ability to obtain a secret clearance + DoD 8570 IAT Level II Certification (ex: Security+) + Bachelor’s Degree and 7+ years of relevant experience (Bachelor’s Degree in applicable field may be substituted for 5 years of experience). + ServiceNow Certified System Administrator certifications + Excellent interpersonal and communication skills needed to work with business partners, engineering teams, and users requiring break fix actions + 3+ years’ experience leading operations teams + 3+ years’ experience working in ServiceNow ITSM, ITOM or ITAM + Experience with the maintenance of Microsoft Windows and/or Linux systems + Strong analytical and strategic thinking skills with a service-oriented mindset + Good team player with a strong willingness to participate and help others + Ability to work in a fast-paced environment with self-motivation **_Desired:_** + Experience with enterprise technologies + Experience with Microsoft Windows and/or RHEL Linux servers + Knowledge of the Microsoft Windows and/or Linux command line + ITIL V4 Foundations - **________________________________________________________________________________________** **What You Can Expect:** **A culture of integrity.** At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation. **An environment of trust.** CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality. **A focus on continuous growth.** Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy. **Your potential is limitless.** So is ours. Learn more about CACI here. (https://careers.caci.com/global/en/life-at-caci) **________________________________________________________________________________________** **Pay Range** : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here (https://careers.caci.com/global/en/employee-benefits) . The proposed salary range for this position is: $94,400 - $198,300 _CACI is_ _an Equal Opportunity Employer._ _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any_ _other protected characteristic._