4447 ServiceNow Operations Lead

OVERVIEW:

We are seeking a ServiceNow Operations Lead to join our team and support our mission critical Government. This is an impactful role that provides leadership and direction for support of a ServiceNow workflow and reporting environment including Tier 3 Help Desk operations.

In this role, you will report to the Program Manager and oversee enterprise platform stability, workflow execution, and service delivery performance. The position provides coordination and oversight for Agile activities supported by the Scrum Master. The ideal candidate will work in a strictly regulated federal government environment, providing on-site presence for close collaboration with government stakeholders and cross-functional teams.

GENERAL DUTIES:

• Provide leadership and direction for Tier 3 Systems Administrator support operations within an enterprise service management platform, ensuring effective delivery of advanced technical support and service operations.
• Manage escalation handling and resolution of complex incidents and operational issues within the ServiceNow environment.
• Oversee daily operational workflows, including workload prioritization, service delivery performance, and adherence to service level agreements (SLAs).
• Ensure platform stability and reliability, supporting cloud-based infrastructure, system integrations, and data migration activities.
• Monitor and report on operational risks, issues, dependencies, and key performance metrics, leveraging analytics to drive continuous service improvement.

REQUIRED QUALIFICATIONS:

• IAT II (CompTIA Security+ or equivalent)
• 3 years of experience managing or administering ServiceNow.
• 3 years of experience supporting Government applications in classified environments.
• Experience managing or coordinating incident escalation and operational support activities in a mission-critical environment.
• Experience coordinating cross-functional technical teams to support service delivery, enhancements, and operational stability.
• Experience supporting Federal Government or Department of War (DoW) environments.

DESIRED QUALIFICATIONS:

• ServiceNow Certified System Administrator (CSA) or equivalent, or SAFe Agile Certifications
• 3+ years of experience managing and administering ServiceNow in workflow, reporting and analytics for DoW customers
• 3+ years of experience supporting Government workflow, reporting, and analytics applications in classified environments for DoW customers
• Experience leading large-scale, multi-team programs involving ServiceNow or similar ITSM platforms.
• Strong understanding of ServiceNow platform capabilities, including ITSM, ITOM, workflows, reporting, and integrations.
• Experience working in SAFe Agile or other scaled Agile delivery environments with cross-functional technical teams supporting service delivery and operational improvements.
• Experience overseeing schedules, risks, dependencies, and performance reporting

CLEARANCE:

• Active Top Secret clearance minimum clearance