About The Opportunity
Netrix Global is looking for a skilled ServiceNow Delivery Manager to lead and manage our ServiceNow support and development practice within Managed Services. This role is responsible for leading a team of four ServiceNow developers while overseeing platform support, enhancements, customer onboarding, integrations, escalations, and project delivery.
A key objective of this position is to bring strong ServiceNow integration expertise to the organization. The successful candidate will have hands-on experience designing, developing, and supporting integrations between ServiceNow and external platforms using REST APIs, SOAP APIs, Integration Hub, ServiceNow Spokes, middleware solutions, and third-party applications. This expertise will be instrumental in expanding our ServiceNow capabilities, enabling automation, improving operational efficiency, and delivering greater value to our customers.
The ideal candidate will possess deep expertise in ServiceNow Customer Service Management (CSM) and have experience integrating ServiceNow with platforms such as Utelogy, Freshdesk, Microsoft Intune, Microsoft Teams, other ServiceNow instances, and various business applications. The successful candidate will work directly with customers and stakeholders to support onboarding, escalations, enhancements, support services, and project delivery while ensuring projects are completed on time and within budget.
How You Will Make An Impact
- Perform administration, configuration, and support for domain-separated ServiceNow instances.
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Oversee ServiceNow platform support, administration, enhancement requests, and development activities.
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Serve as a subject matter expert for ServiceNow Customer Service Management (CSM).
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Lead customer onboarding activities including requirements gathering, design, testing, training, and go-live support.
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Act as an escalation point for customers, project teams, and support teams.
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Manage customer enhancement requests and provide recommendations aligned with platform best practices.
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Lead the design, implementation, and support of integrations between ServiceNow and third-party systems.
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Develop and maintain integrations using REST APIs, SOAP APIs, Integration Hub, Spokes, Flow Designer, and third-party integration tools.
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Support integrations with Utelogy, Freshdesk, Microsoft Intune, Microsoft Teams, other ServiceNow instances, and customer-specific applications.
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Manage ServiceNow projects and one-time integration initiatives from initiation through deployment.
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Ensure projects are delivered on time, within budget, and meet customer expectations.
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Maintain the CMDB integrity, discovery schedules, and relationships across domains.
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Troubleshoot platform issues, perform root cause analysis, and apply sustainable fixes.
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Ensure adherence to ServiceNow governance, domain separation, and security standards.
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Drive continuous improvement, governance, automation, and operational excellence.
What You Will Bring To The Table
- Proven leadership experience managing, mentoring, and developing technical teams.
- Strong customer-facing consulting and relationship management skills.
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Excellent verbal, written, presentation, and interpersonal communication skills.
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Strong active listening skills and the ability to understand customer requirements and business objectives.
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Ability to manage customer escalations and difficult conversations while maintaining positive relationships.
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Strong stakeholder management skills with experience interacting with customer leadership and executive sponsors.
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Ability to influence, negotiate, and build consensus across multiple stakeholders.
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Strong project leadership and organizational skills.
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Customer-first mindset with a focus on service excellence and long-term customer success.
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Strong business acumen and ability to balance customer needs, platform governance, risk, and financial considerations.
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Ability to remain calm and effective in high-pressure situations.
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Strategic thinker with a continuous improvement mindset.
Preferred Certifications:
- ServiceNow Certified System Administrator (CSA).
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ServiceNow Certified Application Developer (CAD).
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ServiceNow Certified Implementation Specialist – Customer Service Management (Strongly Preferred).
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Integration Hub and ServiceNow integration certifications are a plus.
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PMP, Agile, Scrum, or related project management certifications are preferred.
Technical Skills
- ServiceNow CSM
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ServiceNow ITSM
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Integration Hub
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REST and SOAP APIs
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Flow Designer
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Integration Spokes
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JavaScript
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Microsoft Intune Integrations
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Microsoft Teams Integrations
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Ticketing tool Integrations (JIRA, Freshdesk)
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Monitoring tool Integrations (LogicMonitor, N-able, Sentinel, Utelogy, Meraki)
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ServiceNow-to-ServiceNow Integrations (Service Bridge)
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Third-Party Application Integrations
QUALIFICATIONS
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
- 7+ years of ServiceNow experience with progressive technical and leadership responsibilities.
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3+ years leading technical teams, developers, or support organizations.
- Strong hands-on experience with ServiceNow Customer Service Management (CSM).
- Experience managing customer onboarding, support operations, platform enhancements, and ServiceNow project delivery.
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Proven experience designing and supporting complex integrations between ServiceNow and third-party systems.
About US
At Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.
We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!
Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today's most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.
We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country's top system integrators.
At Netrix, we're driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.
What You Can Expect From Us
We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment.
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. As part of this commitment, we will ensure that persons with disabilities are provided with reasonable accommodations. If you need reasonable accommodations, please let us know by contacting NetrixHR@Netrixglobal.
To learn more about Netrix Global please go to www.netrixglobal.com (http://www.netrixglobal.com)
