ServiceNow Platform Operations Lead

Dexian; Coppell (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

Dexian seeks a ServiceNow Operations Lead to oversee a global team of application support engineers, ensuring reliable operation of the ServiceNow platform across onshore and offshore groups. You will manage deployments, patching, upgrades, and DR readiness while aligning with ITIL and audit requirements.

You will collaborate with engineering, product, and IT teams to deliver projects, maintain platform hygiene, and report on performance metrics.

Qualifications

• Experience with ServiceNow development and platform administration.
• Experience leading onshore/offshore teams.
• Familiarity with ITIL processes and audits.

Responsibilities

• Lead a team of application support engineers (onshore/offshore) for ServiceNow operations.
• Oversee production issues and ensure timely resolution, including off hours.
• Ensure SLA and availability for production and non-production environments.
• Collaborate with engineering, product and IT teams for project delivery.
• Coordinate Disaster Recovery exercises for the ServiceNow team.
• Define and document policies for application operations.
• Maintain platform hygiene and performance across environments.
• Produce SLA metrics for continuous improvement.
• Provide Level 2 engineering support to complement the engineering team.
• Staffing, mentoring, and maintaining a high-performing operations team.
• Coordinate across US/India time zones with onshore/offshore teams.

Skills

ServiceNow Development

AI/ML capabilities

Education

CAD

CIS (Discovery, CMDB)

ITIL

Tools

CAD

Job description

Dexian seeks a ServiceNow Operations Lead to oversee a global team of application support engineers, ensuring reliable operation of the ServiceNow platform across onshore and offshore groups. You will manage deployments, patching, upgrades, and DR readiness while aligning with ITIL and audit requirements.

You will collaborate with engineering, product, and IT teams to deliver projects, maintain platform hygiene, and report on performance metrics.