ServiceNow Operations and Maintenance Lead (Information Technology)
OVERVIEW
iTech AG is looking for an experienced ServiceNow O&M Lead to be responsible for the overall management, operation, and continuous improvement of ServiceNow platform services for our federal customer.
ROLES AND RESPONSIBILITIES
- 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.
MINIMUM QUALIFICATIONS
- 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.
EDUCATION AND CERTIFICATIONS
- ServiceNow Certified Systems Administrator.
- Bachelor's degree in computer science or a related field.
PREFERRED QUALIFICATIONS
- ServiceNow Certified Application Developer.
- ServiceNow Certified Implementation Specialist CSM.
- ITIL certification (v3 or v4).
SECURITY CLEARANCE
- Ability to obtain and maintain a public trust.
- Pursuant to a government contract, U.S. Citizenship is required.
Equal Opportunity Employer, including disability and veterans.
