ServiceNow/System Operations Lead

Goldbelt, Inc.; Alexandria (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan with company matching

Paid time off

Professional development opportunities

Job summary

A technology management firm seeks a ServiceNow / System Operations Lead to oversee operational workflows and ensure compliance with service-level agreements. The ideal candidate will have over 5 years of experience in ServiceNow environments and a strong understanding of asset management processes. Responsibilities include managing ticket lifecycles, coordinating with teams for system updates, and driving continuous process improvement. Competitive salary and comprehensive benefits package offered.

Qualifications

• 5+ years of experience in ServiceNow environments for workflow execution and ticket management.
• Experience with SLA-driven operations and workflow governance.
• Understanding of data governance and asset management processes.

Responsibilities

• Configure and manage asset workflows and notification schedules.
• Monitor compliance with ticket lifecycle and SLAs.
• Provide guidance for ServiceNow workflow execution.
• Coordinate with OCIO ServiceNow team for system updates.
• Contribute to dashboard development and reporting.
• Identify workflow improvements and support process initiatives.

Skills

Asset modules and workflow execution

Excellent written and verbal communication

Highly organized with attention to detail

Tools

ServiceNow

Job description

Overview

Please note that this position is contingent upon the successful award of a contract currently under bid.

Goldbelt Frontier is committed to providing support for a range of health technology management operations, projects, and services across the government and commercial industries. Frontier collaborates with clients and partners with other businesses to ensure that the right solution with the right people is delivered to meet the client’s needs. Many senior project managers and business analysts are subject matter experts in their respective fields. Frontier understands how to support multiple stakeholders to aid in developing and implementing national policies, strategies, and doctrine.

Summary

The ServiceNow / System Operations Lead is responsible for overseeing and executing operational workflows within ServiceNow in a non-development capacity. This role ensures compliance with workflow governance, ticket lifecycle requirements, and service-level agreements while coordinating with Government stakeholders to support accurate, timely, and system-driven asset management operations.

Responsibilities

• Configure and manage:
  • Asset attestation workflows and notification schedules
• Monitor and enforce ticket lifecycle compliance
• Provide oversight and guidance to personnel executing ServiceNow workflows to ensure consistent, compliant, and SLA-driven performance
• Coordinate with OCIO ServiceNow team for:
  • Workflow enhancements
  • System updates/testing
• Contribute to dashboard development and operational reporting integration
• Identify and implement workflow improvements
• Ensure all ServiceNow ticket workflows are executed in accordance with defined service-level agreements (SLAs), including timeliness, accuracy, and closure requirements
• Support continuous process improvement initiatives and compliance with USPTO asset management policies and federal property accountability standards

Qualifications

• Understanding of asset modules and workflow execution
• Demonstrate excellent written and verbal communication in interpersonal exchanges
• Highly organized with great attention to detail

Minimum Qualifications

• 5+ years of experience operating within ServiceNow environments supporting workflow execution and ticket management
• Experience supporting SLA-driven operations and workflow governance within system-managed environments
• Understanding of data governance, asset management processes, and system-of-record operations

Preferred Qualifications

• ServiceNow certifications
• Experience supporting enterprise asset management systems

Pay and Benefits

At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.