AnaVation is seeking an ServiceNow Operations Lead to join our team and support our mission critical Government customer in Hanover, MD. This is an impactful role that provides leadership and direction for support of a ServiceNow workflow and reporting environment including Tier 3 Help Desk operations.
In this role, the selected candidate will report to the Program Manager and oversee enterprise platform stability, workflow execution, and service delivery performance. The position provides coordination and oversight for Agile activities supported by the Scrum Master. The ideal candidate will work in a strictly regulated federal government environment, providing on-site presence for close collaboration with government stakeholders and cross-functional teams.
Key Responsibilities:
- Provide leadership and direction for Tier 3 Systems Administrator support operations within an enterprise service management platform, ensuring effective delivery of advanced technical support and service operations.
- 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 service level agreements (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, leveraging analytics to drive continuous service improvement.
Required Qualifications:
- 3 years of experience managing or administering ServiceNow.
- 3 years of experience supporting Government applications in classified environments.
- Experience managing or coordinating incident escalation and operational support activities in a mission-critical environment.
- Experience coordinating cross-functional technical teams to support service delivery, enhancements, and operational stability.
- Experience supporting Federal Government or Department of War (DoW) environments.
Clearance: Top Secret Clearance
Education & Years of Experience: Bachelor’s degree (or additional 4 years experience) and 3 years of relevant experience
Certifications: IAT II (CompTIA Security+ or equivalent)
Experience and knowledge on:
Desired Qualificaitons:
- 3+ years of experience managing and administering ServiceNow in workflow, reporting and analytics for DoW customers
- 3+ years of experience supporting Government workflow, reporting, and analytics applications in classified environments for DoW customers
- 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 working in SAFe Agile or other scaled Agile delivery environments with cross-functional technical teams supporting service delivery and operational improvements.
- Experience overseeing schedules, risks, dependencies, and performance reporting.
Clearance: Active TS/SCI
Certifications: ServiceNow Certified System Administrator (CSA) or equivalent, or SAFe Agile Certifications
Experience and knowledge on:
- Generous cost sharing for medical insurance for the employee and dependents
- 100% company paid dental insurance for employees and dependents
- 100% company paid long-term and short-term disability insurance
- 100% company paid vision insurance for employees and dependents
- 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
Skills Required
- Top Secret Clearance
- Bachelor's degree (or additional 4 years experience) and 3 years of relevant experience
- IAT II (CompTIA Security+ or equivalent)
- 3 years of experience managing or administering ServiceNow
- 3 years of experience supporting Government applications in classified environments
- Experience managing or coordinating incident escalation and operational support activities in a mission-critical environment
- Experience coordinating cross-functional technical teams to support service delivery, enhancements, and operational stability
- Experience supporting Federal Government or Department of War (DoW) environments
What We Do
AnaVation is a trusted partner that delivers high-value, cost-effective solutions to solve our customers’ most complex technical and analytical problems. AnaVation believes that the future of securing, collecting, processing, and analyzing cyber data will require the development of advanced ANAlytical technologies derived via the innoVATION of current and future technologies. AnaVation believes in the “Idea of the Possible” — that it is possible for our experts, partnering with our customers in the right environment, to create innovative technical solutions that expand our customers’ capabilities. We want to do two things for our customers. We want to resolve existing challenges and we want to prepare them for the future. Our technical expertise and innovative engineering culture enable us to do those things.
