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ServiceNow Operations and Maintenance Lead

extra holidays - extra parental leave
Remote: 
Full Remote
Experience: 
Senior (5-10 years)
Work from: 
Texas (USA), Virginia (USA), United States

Offer summary

Qualifications:

Bachelor's degree in Information Technology, Computer Science or related field, 5+ years of experience with ServiceNow, Strong understanding of ITIL best practices, Experience in managing ServiceNow upgrades and releases.

Key responsabilities:

  • Oversee daily operations and maintenance of the ServiceNow environment
  • Lead enhancements and optimizations of the ServiceNow platform

iTech AG logo
iTech AG SME https://www.itechag.com/
51 - 200 Employees
About iTech AG
iTech AG is a technology consulting firm that helps federal, state and private organizations streamline their operations by modernizing their systems and processes. Our goal is to turn organizations into more efficient versions of themselves, so they can achieve better, faster and more predictable results. Founded in 2008, our firm began with a small core team eager to help organizations embrace agility to thrive in today's digital world. Since then, our team has grown significantly, and our capabilities have evolved too. Today, our services include: • Management Consulting • Agile Transformation • Portfolio, Program & Project Management • Digital Platforms • Digital Innovations • Cloud & Infrastructure • Cybersecurity In 2015, iTech AG was certified as an 8(a) disadvantaged small business by the U.S. Small Business Administration. This enabled us to develop a stronger presence in the federal market by enabling agencies to procure our services quickly and efficiently. In the past, we’ve completed numerous large-scale projects for our customers, including: • Moving 80,000 users over to Office 365 • Building a Supply Chain Asset Management system that manages over 21,700 tons of commodities every quarter • Rationalizing, migrating, and modernizing or retiring over 14,000 applications and databases • Supporting and maintaining over $62 million of federal IT budget Our customers trust us with complex projects thanks to our commitment to four key values. Because we’re innovative and versatile, we find new ways to solve problems using the latest technologies, methodologies and business practices. And because we’re people-first and customer-centric, our skilled and enthusiastic team goes above and beyond to get results for the organizations we partner with.
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Job description

Description

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.

Required profile

Experience

Level of experience: Senior (5-10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Itilv3ServiceNowServiceNow DiscoveryServiceNowOnline CommunicationService DevelopmentITIL Security ManagementServiceNow

Other Skills

  • Problem Solving
  • Non-Verbal Communication
  • Analytical Skills
  • Collaboration
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