ServiceNow Operations Lead at Coppell, Texas
disABLEDperson Inc
ServiceNow Operations Lead
Location: Dallas, TX (Hybrid)
Employment Type: Contract-to-Hire
Role Overview
We 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 Responsibilities
- Lead and manage a team of onshore and offshore application support engineers supporting ServiceNow operation
- Oversee production support activities, including incident management, troubleshooting, and escalation handling
- Ensure high availability and performance of ServiceNow environment
- Coordinate platform upgrades, patching, and deployment of new features
- Partner with engineering, product, and IT teams to deliver enhancements and operational improvement
- Drive root cause analyses and implement preventive measures for recurring issues
- Support and execute disaster recovery (DR) planning and exercise
- Establish and maintain operational policies, procedures, and standards
- Ensure compliance with audit, regulatory, and IT control requirements
- Monitor platform health and optimize performance and system stability
- Develop and report on SLA/KPI metrics for continuous improvement
- Provide Level 2 support for escalated engineering issues
- Lead team development, mentoring, and resource planning
- Collaborate effectively across global teams and time zones
Required Qualifications
- 12+ years of experience in IT, with a strong focus on application operations and support leadership
- Proven experience managing enterprise ServiceNow environment
- Strong understanding of ServiceNow architecture and platform best practices
- Hands-on experience with ITSM processes, JavaScript, REST API, integrations with third-party systems
- Experience handling production incidents, SLAs, and performance management
- Strong knowledge of compliance, audit processes, and IT control
- Proven ability to manage multiple priorities in a fast-paced environment
- Excellent communication and stakeholder management skills
Certification Required
- ServiceNow Certified System Administrator (CSA)
Vacancy posted 14 hours ago
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