ServiceNow Operations Lead

Job Description

Job Description

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.

Key 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.

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.

Clearance : Active TS/SCI

Certifications: ServiceNow Certified System Administrator (CSA) or equivalent , or SAFe Agile Certifications

Experience and knowledge on:

• 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.

Benefits  

• Generous cost sharing for medical insurance for the employee and dependents 
• 100% company paid dental insurance for employees and dependents 
• 100% company paid long-term and short-term disability insurance 
• 100% company paid vision insurance for employees and dependents 
• 401k plan with generous match and 100% immediate vesting 
• Competitive Pay 
• Generous paid leave and holiday package 
• Tuition and training reimbursement 
• Life and AD&D Insurance

About AnaVation  

AnaVation is the leader in solving the most complex technical challenges for collection and processing in the U.S. Federal Intelligence Community. We are a US owned company headquartered in Chantilly, Virginia. We deliver groundbreaking research with advanced software and systems engineering that provides an information advantage to contribute to the mission and operational success of our customers. We offer complex challenges, a top-notch work environment, and a world-class, collaborative team.  

If 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.