OverviewPlease note that this position is contingent upon the successful award of a contract currently under bid.
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
Essential Job Functions:
- 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
Necessary Skills and Knowledge:
- 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 BenefitsAt 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.
