ServiceNow IT Operations Manager

About Us:

LexisNexis® Risk Solutions empowers customers with innovative solutions and decision tools that integrate public and industry-specific content with cutting-edge technology and analytics. Our mission is to enhance risk evaluation, improve operational efficiency, and facilitate informed decision-making. By clarifying information, we help make communities safer, insurance rates fairer, commerce more transparent, and business operations more efficient.

Team Overview:

The IT Operations Management (ITOM) team plays a vital role in delivering reliable infrastructure and service data that supports IT Service Management (ITSM), IT Asset Management (ITAM), and other operational functions. Collaborating closely with infrastructure, cloud, security, and applications teams, our focus is on ensuring comprehensive discovery, robust CMDB governance, and enhanced service visibility. As we evolve, our emphasis shifts from implementation to operational excellence through measurable metrics and effective cross-functional teamwork.

Job Overview:

We are on the lookout for an experienced hands-on ServiceNow IT Operations Manager to lead and refine our ITOM capabilities encompassing Discovery, CMDB, Service Mapping, and the Common Service Data Model (CSDM). This is an essential role aimed at maximizing the return on our ServiceNow investment while driving operational excellence across our systems and services.

The ITOM Manager will lead a dedicated team of ITOM engineers, transitioning from initial deployments to enduring operational maturity. You will enhance discovery coverage, sharpen CMDB data quality and governance, drive automation initiatives, and alleviate operational burden. The ideal candidate possesses a solid infrastructure background, extensive ServiceNow ITOM knowledge, and the ability to align ITOM practices with security and enterprise standards. Ownership of the roadmap and metrics, including the phased decommissioning of an outdated configuration database, will also be a key responsibility.

Key Responsibilities:

Lead, mentor, and develop a talented ITOM engineering team, providing technical direction and oversight.Own and manage the ITOM roadmap, including sprint planning and milestone delivery with defined, measurable outcomes.Broaden ServiceNow Discovery coverage across on-premises, cloud, Kubernetes, SaaS, and network environments; ensure MID Server health and optimize discovery patterns.Enhance CMDB integrity by establishing strong CI class modeling, governance policies, and data quality controls aligned with CSDM.Create and maintain Service Mapping for critical business services to strengthen impact analysis and operational visibility.Implement orchestration and automation using Flow Designer, IntegrationHub, APIs, and scripts to minimize manual processes and enhance reliability.Provide architectural guidance for evolving Discovery and CMDB infrastructure.Foster cloud management capabilities, including inventory visualization, tagging standards, governance, and cost optimization.Support ITSM and ITAM processes by guaranteeing CMDB data accuracy and fitness for use.Align ITOM processes with Information Security protocols, ensuring compliance with encryption, access controls, and audit logging.Define and provide operational metrics that demonstrate CMDB health, platform maturity, and team performance.Lead the transition and decommissioning of the legacy configuration database used for asset inventory.Proactively manage ITOM license usage to control costs effectively.Chair and manage an internal Configuration Management Committee to guide ITOM strategy and roadmap development.Collaborate with cross-functional technology and security teams to resolve issues and achieve outcomes.Stay aligned with ServiceNow's ITOM strategy and roadmap, working closely with ServiceNow to adopt and refine new capabilities.Qualifications:

Required:

7-10+ years of experience in enterprise infrastructure and cloud environments (AWS, Azure, and/or GCP).Proven expertise in ServiceNow CMDB and CSDM, including CI class modeling and data governance.Hands-on experience with scripting and integration (PowerShell, Python, REST/SOAP, web services).Strong understanding of networking, operating systems, and modern infrastructure concepts.Working knowledge of Kubernetes and containerized environments.Demonstrated ability leading technical teams, managing project delivery, and engaging with stakeholders.Preferred:

5+ years of hands-on experience with ServiceNow ITOM, including Discovery, Service Mapping, Event Management, and Orchestration/Flow Designer.ServiceNow CIS-ITOM certification.ITIL Foundation or higher certification.Cloud certifications (AWS, Azure, and/or GCP).Compensation:

The U.S. National Base Pay Range for this position is $115,400 - $192,300, with geographic differentials applicable in certain locations to better reflect local market rates. This position is eligible for an annual incentive bonus.

Benefits:

We value your well-being and happiness as crucial to a successful career. We provide country-specific benefits to support this.

Commitment to Inclusivity:

We are dedicated to a fair and accessible hiring process. If you require any accommodations due to a disability or other needs, please inform us through the necessary channels.

We encourage applicants to be mindful of potential recruitment scams. We never request money or personal financial information from job seekers.

Equal Opportunity Employer:

At RELX, we are committed to treating qualified applicants fairly during employment without discrimination based on race, color, religion, gender, national origin, disability status, veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other protected characteristic.

Our purpose is to create positive societal impacts by developing products that support researchers, medical professionals, legal practitioners, businesses, and consumers to make informed, beneficial decisions.

Every day at RELX, our employees are inspired to contribute meaningfully to the communities in which they operate.