ServiceNow​/System Operations Lead

Overview

Please note that this position is contingent upon the successful award of a contract currently under bid.

Goldbelt Frontier is committed to providing support for a range of health technology management operations, projects, and services across the government and commercial industries. Frontier collaborates with clients and partners with other businesses to ensure that the right solution with the right people is delivered to meet the client’s needs. Many senior project managers and business analysts are subject matter experts in their respective fields.

Frontier understands how to support multiple stakeholders to aid in developing and implementing national policies, strategies, and doctrine.

The Service Now / System Operations Lead is responsible for overseeing and executing operational workflows within Service Now 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.

• Configure and manage:
  • Asset attestation workflows and notification schedules
• Monitor and enforce ticket lifecycle compliance
• Provide oversight and guidance to personnel executing Service Now workflows to ensure consistent, compliant, and SLA-driven performance
• Coordinate with OCIO Service Now team for:
  • Workflow enhancements
  • System updates/testing
• Contribute to dashboard development and operational reporting integration
• Identify and implement workflow improvements
• Ensure all Service Now 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

• Understanding of asset modules and workflow execution
• Demonstrate excellent written and verbal communication in interpersonal exchanges
• Highly organized with great attention to detail

• 5+ years of experience operating within Service Now 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

• Service Now certifications
• Experience supporting enterprise asset management systems

At 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.