Cognosante Jobs

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Public Trust

Do you want to make a difference?

Cognosante employees are passionate about improving people’s lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference?

Come Join Our Team

We are seeking an experienced Operations Manager to lead our team in supporting a critical Software Development and Support program using ServiceNow’s Enterprise Service Management (ESM) platform for a large federal agency. This key leadership position requires a professional with a bachelor’s degree and 5-7 years of experience, including direct experience with ServiceNow. The Operations Manager will oversee a team of approximately 15 members responsible for the comprehensive support and management of ServiceNow deployment operations. This role is pivotal in ensuring the smooth and efficient operation of the ServiceNow platform, aligning with the agency’s strategic objectives, and ensuring compliance with cybersecurity standards. The successful candidate will demonstrate exceptional leadership, strategic thinking, and operational excellence, driving continuous improvement and innovation within the team. This position is contingent upon contract award.

What is the position?

This Operations Manager position offers a unique opportunity to lead a critical component of a high-profile federal program, leveraging ServiceNow to enhance operational capabilities and service delivery. Your leadership will be instrumental in driving the success of the program, ensuring operational excellence, and supporting the mission of the federal agency.

What will I get to do?

Service Delivery Management: Ensure that IT services meet agreed upon Service Level Agreements (SLA) compliance and take corrective action if SLA targets are not being met.

Incident & Request Management: Oversee the incident and request management processes to ensure timely and effective resolution of issues and fulfillment of service requests.

Team Leadership and Management: Lead and manage a team of professionals providing 24/7 support for the ServiceNow platform, including incident and request support, troubleshooting, and after-hours assistance.

Operational Oversight: Oversee the operation of the ServiceNow deployment, including account and group management, midserver management, and performance monitoring.

Cybersecurity and Compliance: Ensure compliance with cybersecurity requirements and Authority to Operate (ATO) standards, managing software license compliance and supporting cybersecurity initiatives.

Infrastructure and Integration Management: Oversee the management of infrastructure and integration diagrams, ensuring accurate documentation and support for platform architecture.

CI/CD Pipeline Management: Lead continuous integration/continuous deployment (CI/CD) pipeline management for ITSM tool platform changes, ensuring efficient and reliable release and change management processes.

ITSM Tool Platform Support: Provide support for ITSM tool platform release reporting, discovery administration, and ensure effective change and release support for platform changes.

Strategic Planning: Develop and implement strategic plans to enhance service delivery, operational efficiency, and platform performance, aligning with agency goals and objectives.

What qualifications do I need?

• Must have the ability to pass a background check and obtain a Public Trust clearance.

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.

• 7 years of relevant experience, with direct experience in managing ServiceNow operations and teams.

• 8 years of additional relevant experience may be substituted for education.

• ServiceNow Expertise: Proven expertise in ServiceNow, with a deep understanding of its capabilities, administration, and management practices.

• Excellent written and verbal communication abilities.

What additional characteristics will help me thrive?

• 2-3 years additional relevant experience.

• ServiceNow Certification(s) in various modalities is highly desired.

• ITIL v3 and/or ITIL v4 Certification(s) is highly preferred.

• Leadership Skills: Strong leadership and team management skills, with the ability to motivate, guide, and develop a diverse team of professionals.

• Strategic Thinking: Excellent strategic planning and organizational skills, with the ability to manage multiple priorities and initiatives simultaneously.

• Operational Excellence: A history of operational excellence, with a focus on delivering high-quality service and support.

• Communication Skills: Outstanding communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.

• Problem-Solving: Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving operational challenges.

• Adaptability: Flexibility to adapt to changing technology landscapes and agency requirements, with a commitment to continuous learning and improvement.

What We Offer  

Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that: 

• Ensure optimal health and productivity of our employees  

• Support employee retention and attraction 

• Provide work/life balance to ensure our employees succeed inside and outside of the office 

Compensation

$91,242.70 - $150,555.93

The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.

Cognosante will not provide sponsorship for employment-based immigration benefits for this position.

What We Promise  

Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter where they're located around the nation, our innovative workplaces enable individuals to apply their skills and experience to work toward a greater good.

We foster a winning culture of solution creators built on innovation, collaboration, flexibility, and work-life balance. And we invest in the next generation of diverse talent to foster an inclusive, progressive, adaptable workplace that prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.  

Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@cognosante.com or @accurate.com).

We will never send communications through any other domain, including @cognosantecareers.com, @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at jobs@cognosante.com

At Cognosante, we innovate with purpose. Each day, we create meaningful change by delivering mission-driven solutions for healthcare, civilian, and defense government agencies. When you work at Cognosante, you’ll apply your talents and grow your career with an organization that believes in the missions of our customers – and the right every employee has to an inclusive, flexible, and collaborative workplace. Work with us, and you’ll be challenged and supported—and have the platform to elevate your career to wherever your professional aspirations lead.​

Get to know Cognosante employees

• We’re driven by our customers’ missions, and measure success by how we improve lives.

• We believe innovative solutions start with an innovative culture.

• We believe customer understanding is the key to creating innovative solutions.

• We know we are stronger together, and we value the diversity of our people.

• We believe growth should be a core job benefit.

Like many other companies, Cognosante has been targeted by scammers making fraudulent job offers to potential candidates. As shared on our company website (https://cognosante.com/careers/) , communications from Cognosante recruiting are only sent with an official corporate domain email (e.g., @cognosante.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com)). We will never request payment from an applicant, nor will we send payment to an applicant, prior to that individual’s start date.

We want to recommend a couple of ways that you can report this incident and take action against these scams:

-The FBI: File a Complaint (https://www.ic3.gov/Home/FileComplaint)

-The FTC: Report Fraud (https://reportfraud.ftc.gov/#/)

Also, if you're not sure where to report the scam, you can find some guidance here: Where to report scams | USAGov (https://www.usa.gov/where-report-scams) .