ServiceNow Platform Operations Lead

Role: ServiceNow Platform Operations Lead

Location: 100% Remote Role

Duration: Fulltime

Salary: $140K-$160K

Role Summary

• We are seeking an experienced, client-facing ServiceNow Platform Operations Lead to own the day-to-day stability, availability, and operational performance of a multi-instance enterprise ServiceNow platform. This role leads a distributed team of administrators and developers, oversees incident and service-level performance, coordinates upgrades and releases, and drives platform improvements and automation.

Key Responsibilities

• Lead a team of approximately 14 ServiceNow administrators and developers working across US and India shifts.
• Own incident management, service-level agreement (SLA) performance, escalations, and operational follow-through.
• Manage the 24x7 on-call rotation and coordinate response to Priority 1 and Priority 2 incidents.
• Plan and execute ServiceNow upgrades, patches, and instance cloning activities.
• Manage release planning and execution, and prepare and publish release notes.
• Report operational metrics, service performance, and dashboards to client stakeholders.
• Drive the platform improvement and automation backlog to improve reliability and operational efficiency.
• Coordinate incident, change, and release processes in accordance with ITIL practices.
• Monitor platform health and performance, identify recurring issues, and implement corrective and preventive actions.
• Work closely with client stakeholders and technical teams to maintain service quality across a multi-instance environment.

Required Skills and Qualifications:

• 10+ years of overall IT experience, including at least 5 years in ServiceNow platform administration or operations.
• Strong experience administering and operating ServiceNow platforms at enterprise scale.
• Hands-on experience with instance upgrades, patching, cloning, and ongoing instance management.
• Strong understanding of ITIL-based incident, change, and release management processes.
• Demonstrated experience leading onshore and offshore teams across multiple shifts.
• Experience managing SLAs, production escalations, operational reporting, and major incident response.
• Strong communication, stakeholder management, problem-solving, and team leadership skills.

Certifications

• Required: ServiceNow Certified System Administrator (CSA) and ITIL 4 Foundation.
• Preferred: Certified Implementation Specialist - IT Service Management (CIS-ITSM).

Preferred Qualifications

• Experience with ServiceNow Instance Observer and platform performance tuning.
• Experience with ServiceNow Health Scan programs and remediation activities.
• A track record of driving operational improvements, automation, and service reliability initiatives.
• Experience supporting enterprise ServiceNow environments with distributed teams and 24x7 operations.

Disclaimer: Diverse Lynx LLC is an Equal Opportunity Employer. All applicants and employees are evaluated without discrimination, based solely on their qualifications, ability, competence and performance. This email and its attachments may contain confidential or proprietary information and is intended only for the recipient(s). If you received this message in error, please disregard it and notify the sender. If you no longer wish to receive our communications, you may unsubscribe at any time.

Security Notice: Our official website is www.diverselynx.com We do not operate or authorize any other websites representing Diverse Lynx LLC.