Affinity

4447 ServiceNow Operations Lead

Affinity • $100K — $130K *
Hanover, MD 21076In-Person
Education, Government & Non-Profit
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • IAT II (CompTIA Security+ or equivalent) certification
  • 3 years managing or administering ServiceNow
  • 3 years supporting Government applications in classified environments
  • Experience managing incident escalation in mission-critical environments
  • Experience coordinating technical teams for service improvements

Responsibilities

  • Lead Tier 3 Systems Administrator support operations for ServiceNow
  • Manage complex incident resolution and operational issues
  • Oversee daily operational workflows and service level agreements (SLAs)
  • Ensure platform stability supporting cloud and data migration activities
  • Monitor operational risks and performance metrics

Benefits

  • On-site collaboration with government stakeholders
  • Impactful role in mission-critical government operations
  • Leadership opportunity in a regulated federal environment
  • Involvement in continuous service improvement initiatives
  • Support for cloud-based infrastructure operations
Full Job Description
4447 ServiceNow Operations Lead
4447 | Top Secret

Job Description:

OVERVIEW:

We are seeking a ServiceNow Operations Lead to join our team and support our mission critical Government. 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, you 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.

GENERAL DUTIES:

  • 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:

  • 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.


DESIRED QUALIFICATIONS:

  • ServiceNow Certified System Administrator (CSA) or equivalent, or SAFe Agile Certifications
  • 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 Top Secret clearance minimum clearance


Job Details

City : Hanover

State : MD

About Affinity

Affinity’s patented technology structures and analyzes millions of data points across emails, calendars, and third-party sources to offer users the tools they need to automatically manage their most valuable relationships, prioritize important connections, and discover untapped opportunities. Affinity uses artificial intelligence to analyze relationship strength and illuminate the best paths to warm introductions. The platform also offers a holistic view of users’ networks in a centralized, automatically updated database without any manual upkeep. Founded in 2014, Affinity is headquartered in San Francisco, California. Affinity has raised $120M to date and is backed by leading investors including Menlo Ventures, Advance Venture Partners, 8VC and MassMutual Ventures. It has over 2,700 customers in 70 countries, including venture capital firms such as Bain Capital Ventures and Kleiner Perkins, private equity firms such as SoftBank Group, investment bankers such as Woodside Capital Partners, financial services firms such as Fidelity Investments, real estate companies such as Tishman Speyer, insurers such as American Family Insurance and enterprises such as Nike, Qualcomm and Twilio. Affinity has been named in Fortune Magazine's Best Workplaces, Inc. Magazine's Best Workplaces and editor's number one pick, the Data Breakthrough Award, BIG Innovation Award and others.
Learn more about Affinity
Size
1,000 employees
Industry
Enterprise Technology
Founded
2014
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Affinity

More Education, Government & Non-Profit Jobs

Find similar 4447 ServiceNow Operations Lead jobs:

NationwideHanover, MD