Google Fiber · 5 hours ago
IT Ticketing Manager
United States
Full-time
Remote
Senior Level
$136K/yr - $198K/yr
5+ years expGFiber is an Alphabet company that provides internet services to homes and businesses across the United States. The IT Ticketing Manager will oversee the internal ticketing ecosystem, optimize workflows, and bridge technical teams with the organization to enhance productivity and issue resolution.
InternetTelecommunicationsWireless
Responsibilities
Serve as the primary business owner and administrator for our internal ticketing ecosystem, Intranet, and critical IT applications including device management and user directories
Maintain a backlog of feature requests, prioritize enhancements, and communicate the roadmap to stakeholders
Build and maintain complex automated workflows, triggers, and business rules to ensure tickets are categorized, prioritized, and assigned to the correct teams
Use APIs, webhooks, or middleware to connect the ticketing system with other enterprise tools
Act as Level 2/3 support for platform issues; perform root cause analysis and coordinate with Engineering or Vendor Support when needed
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent practical experience
5 years of dedicated ServiceNow administration experience (e.g., catalog item creation, SLA tracking), including troubleshooting and identifying root causes of system bottlenecks
Experience building complex automated workflows, custom triggers, and business rules to drive process efficiency
Experience configuring and maintaining custom dashboards and reports for tracking KPI's (e.g., SLA, CSAT)
Preferred
Experience with REST/SOAP APIs and Spoke configurations
Proficiency in JavaScript and other programming languages
Deep understanding of ITIL v4 processes (Incident, Change, Problem, Asset)
Platform-specific certifications (e.g., ServiceNow Certified System Administrator, Atlassian Certified Service Desk Administrator)
Experience translating 'business needs' into 'technical requirements' when talking to non-technical department heads
Ability to use written and verbal communication to explain fixes and ideas to technical and non-technical audiences
Benefits
Bonus
Cash award
Benefits
Company
Google Fiber
Google Fiber is a telecommunications industry that provides high speed internet to customer in USA.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
John Abbot
Chief Financial Officer
Rocco Laurenzano
Chief Operating Officer
Recent News
2026-02-02
2025-11-03
Company data provided by crunchbase