ServiceNow Operations and Maintenance Lead

Description

• Oversee the day-to-day operations and maintenance of the ServiceNow environment, ensuring its stability, scalability, and performance.
• Collaborate with cross-functional teams to support the successful delivery of IT services and solutions, manage incidents, and implement updates.
• Lead the ServiceNow platform's ongoing enhancements and optimizations
• Lead the operations and maintenance of the ServiceNow platform, ensuring optimal performance, availability, and reliability.
• Monitor platform performance and proactively address system issues to ensure minimal disruption to business operations.
• Ensure proper platform governance and compliance with internal security and data policies.
• Identify opportunities for process optimization, automation, and performance improvements within the ServiceNow platform.
• Drive ongoing enhancements to the ServiceNow environment, including upgrades, patches, and new feature implementations.
• Promote the adoption of best practices and new ServiceNow features that align with business needs.
• Act as the primary point of contact for any platform-related queries or issues, both internally and externally.
• Ensure the environment is maintained and updated with the latest patches, fixes, and features provided by ServiceNow.
• Maintain comprehensive documentation for the ServiceNow environment, including system configurations, procedures, and best practices.
• Perform other duties as assigned.

• Bachelor’s degree in information technology, Computer Science, or related field
• 5+ years of experience working with ServiceNow, with at least 3 years in a leadership or management role.
• Strong understanding of ITIL best practices and Service Management processes.
• Experience in managing ServiceNow upgrades, patches, and releases.
• Proven experience with ServiceNow administration, configuration, and troubleshooting.
• Excellent problem-solving, analytical skills.
• Excellent Written and Oral communications skills.

• ServiceNow Certified Systems Administrator.
• Bachelor’s degree in computer science or a related field.

• ServiceNow Certified Application Developer.
• ServiceNow Certified Implementation Specialist CSM.
• ITIL certification (v3 or v4).

• Ability to obtain and maintain a public trust.
• Pursuant to a government contract, U.S. Citizenship is required.