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
)