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ServiceNow Operations Lead

External
anavationllc logoAnavationllc · Hanover, MD
Full-timeOn-site1d ago
AgileLeadershipScrum
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Responsibilities

  • 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.

Requirements

  • Clearance : Top Secret Clearance
  • Education & Years of Experience : Bachelor's degree (or additional 4 years experience) and 3 years of relevant experience
  • Certifications: IAT II (CompTIA Security+ or equivalent)
  • Experience and knowledge on:
  • 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.

Benefits

Generous cost sharing for medical insurance for the employee and dependents100% company paid dental insurance for employees and dependents100% company paid long-term and short-term disability insurance100% company paid vision insurance for employees and dependents401k plan with generous match and 100% immediate vestingCompetitive PayGenerous paid leave and holiday packageTuition and training reimbursementLife and AD&D InsuranceAbout AnaVationIf you want to grow your career and make a difference while doing it, AnaVation is the perfect fit for you!AnaVation is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Additional Information

Be Challenged and Make a Difference In a world of technology, people make the difference. We believe if we invest in great people, then great things will happen. At AnaVation, we provide unmatched value to our customers and employees through innovative solutions and an engaging culture. AnaVation is seeking an ServiceNow Operations Lead to join our team and support our mission critical Government customer in Hanover, MD. 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, the selected candidate 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.

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