ServiceNow Operations Lead

Anavationllc; Hanover (MD); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Generous medical insurance cost sharing

100% company paid dental and vision insurance

401k plan with match

Generous paid leave and holiday package

Tuition and training reimbursement

Job summary

Anavationllc is hiring a ServiceNow Operations Lead to support a critical Government customer in Hanover, MD. The role involves leading Tier 3 Help Desk operations, managing cloud-based infrastructure, and ensuring platform reliability.

The ideal candidate should have experience with ServiceNow, Agile methodologies, and possess a Top Secret Clearance. Benefits include generous medical insurance, a 401k plan with a match, and competitive pay.

Qualifications

• Top Secret Clearance is required.
• 3+ years of managing and administering ServiceNow.
• Experience in supporting Government workflow or classified environments.

Responsibilities

• Lead Tier 3 Systems Administrator support operations.
• Manage escalation and resolution of incidents.
• Oversee daily operational workflows and service delivery.

Skills

ServiceNow administration

Agile delivery

Incident management

Leadership

Education

Bachelor’s degree or 4 years additional experience

Tools

ServiceNow

SAFe Agile frameworks

Job description

Job Overview

ServiceNow Operations Lead supporting a mission critical Government customer in Hanover, MD.

Reports to Program Manager and oversees enterprise platform stability, workflow execution, and service delivery performance. Provides leadership for Tier 3 Help Desk operations and coordinates Agile activities with Scrum Master.

Key Responsibilities

• Provide leadership and direction for Tier 3 Systems Administrator support operations within an enterprise service management platform.
• Manage escalation handling and resolution of complex incidents and operational issues within the ServiceNow environment.
• Oversee daily operational workflows, including workload prioritization, service delivery performance, and adherence to SLAs.
• Ensure platform stability and reliability, supporting cloud-based infrastructure, system integrations, and data migration activities.
• Monitor and report on operational risks, issues, dependencies, and key performance metrics.

Requirements

• Top Secret Clearance.
• Bachelor’s degree (or 4 years additional experience) and 3 years of relevant experience.
• 3+ years of experience managing and administering ServiceNow in workflow, reporting, and analytics for DoW customers.
• Experience supporting Government workflow or classified environments.
• Experience leading large-scale, multi-team programs involving ServiceNow or similar ITSM platforms.
• Strong understanding of ServiceNow platform capabilities, including ITSM, ITOM, workflows, reporting, and integrations.
• Experience in SAFe Agile or other scaled Agile delivery environments.
• Experience overseeing schedules, risks, dependencies, and performance reporting.
• ServiceNow Certified System Administrator (CSA) or equivalent.
• SAFe Agile Certifications (preferred).

Benefits

• Generous cost sharing for medical insurance for employee and dependents.
• 100% company paid dental, vision, short-term and long-term disability insurance.
• 401k plan with generous match and 100% immediate vesting.
• Competitive pay.
• Generous paid leave and holiday package.
• Tuition and training reimbursement.
• Life and AD&D insurance.

AnaVation is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.