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At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong.
GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet.
The application window will be open until at least February, 13th, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.
At GFiber, our Information Systems and Technology plays a crucial role in enhancing employee productivity and efficiency across all departments. We are dedicated to delivering quality support while fostering a strong business partnership and ensuring seamless project deliverables. Together, we focus on delivering innovative solutions that empower our colleagues and drive the organization forward.
Role Description:
The IT Ticketing Manager will serve as the architect and primary administrator for our internal ticketing ecosystem, overseeing our ticketing platforms and workflows for internal support requests. This role will act as the bridge between technical teams and the rest of the organization to drive ticketing platform & workflow optimizations, reduce manual overhead through ticketing automation, and drive zero-touch resolutions where possible. The candidate will need to see the "big picture" of how ticketing flows between IT, HR, Engineering, and Customer Ticketing systems to drive productivity and resolution of issues.
This role will also support the ongoing management of our Intranet to drive employee communications & automate key internal workflows with integrations into our ticketing platform and other enterprise systems.
In this role, you’ll:
- 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
At a minimum we’d like you to have:
- 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)
It’s preferred if you have:
- 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.
The US base salary range for this full-time position is between $136,000 - $198,000 + bonus + cash award + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.
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GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF).
It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.
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