Skills

Application Programming Interface (API)unmatched

Artificial Intelligence (AI)unmatched

Best Practicesunmatched

CAD (Computer-Aided Design) Softwareunmatched

Communication Skillsunmatched

Computer Scienceunmatched

Continuous Improvementunmatched

Disaster Recoveryunmatched

Environmental Issuesunmatched

IT Requirementsunmatched

IT Service Management (ITSM)unmatched

ITIL (IT Infrastructure Library)unmatched

International Operationsunmatched

JavaScriptunmatched

Leadershipunmatched

Maintain Complianceunmatched

Management of Information Systems/Technology (MIS)unmatched

Mentoringunmatched

Metricsunmatched

Multitaskingunmatched

Offshoringunmatched

Operational Improvementunmatched

Operational Strategyunmatched

Operational Supportunmatched

Operations Managementunmatched

Performance Analysisunmatched

Presentation/Verbal Skillsunmatched

Problem Solving Skillsunmatched

Process Improvementunmatched

Production Systemsunmatched

REST (Representational State Transfer)unmatched

Regulatory Complianceunmatched

Regulatory Requirementsunmatched

Service Level Agreement (SLA)unmatched

ServiceNowunmatched

Software Administrationunmatched

Software Developmentunmatched

Software Engineeringunmatched

Software Patchesunmatched

Systems Administration/Managementunmatched

Team Lead/Managerunmatched

Technical Supportunmatched

Time Managementunmatched

Writing Skillsunmatched

Description

Job Title: Associate Director – ServiceNow Application Operations
Location: Dallas,TX - Hybrid
Shift Schedule: Monday – Friday (8am – 5pm EST)
Type: Contract
Duration: 9 months.

Job Overview
We are seeking an experienced ServiceNow Application Operations to lead and manage ServiceNow platform operations, application support, platform maintenance, upgrades, and governance activities. This role will be responsible for ensuring platform stability, service availability, compliance adherence, stakeholder management, and leading a high-performing global operations team across onshore and offshore locations.

Key Responsibilities
ServiceNow Platform Operations

Manage a team of Application Support Engineers (Onshore/Offshore) to support operational activities, deployments of new capabilities, patching, and upgrades of the ServiceNow platform.
Oversee and help address production issues in a timely manner, including off-hours and weekends as necessary.
Responsible for service-level availability of production and non-production environments.
Collaborate with engineering, product, and extended IT teams to ensure successful delivery of projects and ongoing support.
Represent the ServiceNow team during the organization’s Disaster Recovery (DR) exercises.

Governance, Compliance & Documentation

Define and document policies, procedures, and standards related to application operations.
Ensure team adherence to client regulatory requirements and IT General Controls (ITGC).
Support audit activities as required.
Work closely with ServiceNow support teams and extended vendor teams to maintain platform hygiene and resolve performance or platform-specific issues across all environments.

Reporting & Continuous Improvement

Produce performance and SLA reporting metrics to drive continuous improvement.
Provide Level 2 engineering support to complement the engineering team.
Identify opportunities to improve operational efficiency and platform reliability.

Leadership & Team Management

Responsible for staffing, mentoring, and maintaining a high-performing operations team.
Foster collaboration across onshore and offshore teams working across U.S. and India time zones.
Effectively manage multiple competing priorities and project deliverables.

Required Qualifications
Experience

Minimum 12 years of experience in IT Management with a focus on IT Application Operations.

Education

Bachelor’s or Master’s degree in Computer Science or an equivalent discipline.

Technical Skills

Excellent understanding of ServiceNow platform architecture and industry best practices.
Strong knowledge of ITSM processes.
Experience with JavaScript and REST APIs.
Understanding of third-party integrations.

Certifications

ServiceNow Certified System Administrator (CSA) – Required.

Additional Requirements

Extensive experience managing stakeholder communications.
Strong knowledge of compliance standards and audit processes.
Ability to manage multiple priorities and deliver projects successfully.
Excellent written and verbal communication skills with the ability to articulate technical solutions to diverse audiences.

Preferred Qualifications
Technical Skills

ServiceNow Development experience.
Exposure to AI/ML capabilities.

Preferred Certifications

Certified Application Developer (CAD).
ServiceNow Implementation Specialist (CIS) – Discovery.
ServiceNow Implementation Specialist (CIS) – CMDB.
ITIL Certification.

About Company

Looking for a great job? Join eTeam. We’re looking for talented staffing professionals to join our staff. We also provide contract assignments and full-time jobs at Fortune 2000 Companies. We’ve been named one of the best companies to work for by Staffing Industry Analysts and New Jersey Business.

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