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ServiceNow Operations and Maintenance Lead
iTech AGUnited Statesfull_timeVerifiedPosted 21 Jan 2025
About the role
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
MINIMUM QUALIFICATIONS
EDUCATION AND CERTIFICATIONS
PREFERRED QUALIFICATIONS
SECURITY CLEARANCE
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.
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