ServiceNow Operations Lead

Be Challenged and Make a Difference

In a world of technology, people make the difference. We believe if we invest in great people, then great things will happen. At AnaVation, we provide unmatched value to our customers and employees through innovative solutions and an engaging culture.

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.