ServiceNow Operations Lead #1006419

ServiceNow Operations Lead

Location: Dallas, TX (Hybrid)

Employment Type: Contract-to-Hire

Role Overvie

wWe are seeking an experienced ServiceNow Application Operations Lead to oversee platform support, operational excellence, and continuous improvement initiatives. This role will lead a distributed team and ensure the stability, performance, and reliability of the ServiceNow ecosystem across production and non-production environments

.The ideal candidate brings strong ServiceNow platform expertise, IT operations leadership, and a hands-on approach to incident management, performance optimization, and stakeholder collaboration

.Key Responsibilitie
• sLead and manage a team of onshore and offshore application support engineers supporting ServiceNow operation
• sOversee production support activities, including incident management, troubleshooting, and escalation handlin
• gEnsure high availability and performance of ServiceNow environment
• sCoordinate platform upgrades, patching, and deployment of new feature
• sPartner with engineering, product, and IT teams to deliver enhancements and operational improvement
• sDrive root cause analysis and implement preventive measures for recurring issue
• sSupport and execute disaster recovery (DR) planning and exercise
• sEstablish and maintain operational policies, procedures, and standard
• sEnsure compliance with audit, regulatory, and IT control requirement
• sMonitor platform health and optimize performance and system stabilit
• yDevelop and report on SLA/KPI metrics for continuous improvemen
• tProvide Level 2 support for escalated engineering issue
• sLead team development, mentoring, and resource plannin
• gCollaborate effectively across global teams and time zone

sRequired Qualification
• s12+ years of experience in IT, with a strong focus on application operations and support leadershi
• pProven experience managing enterprise ServiceNow environment
• sStrong understanding of ServiceNow architecture and platform best practice
• sHands-on experience with
• :ITSM processe
• sJavaScript and REST API
• sIntegrations with third-party system
• sExperience handling production incidents, SLAs, and performance managemen
• tStrong knowledge of compliance, audit processes, and IT control
• sProven ability to manage multiple priorities in a fast-paced environmen
• tExcellent communication and stakeholder management skill

sCertification Required
• :ServiceNow Certified System Administrator (CSA

)