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.
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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:
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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
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.
Key team members
Don Wagner
Kevin Schlosser
Leonard Marzigliano
Rena Barner, SHRM-SCP
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