ServiceNow Operations Lead

Overview

Be Challenged and Make a Difference:
In a world of technology, people make the difference. We believe if we invest in great people, then great things will happen. At Ana Vation, we provide unmatched value to our customers and employees through innovative solutions and an engaging culture.

Ana Vation is seeking a Service Now Operations Lead to join our team and support our mission critical Government customer in Hanover, MD. This is an impactful role that provides leadership and direction for support of a Service Now workflow and reporting environment including Tier 3 Help Desk operations.

In this role, the selected candidate 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.

• 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 Service Now 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.

Clearance: Top Secret Clearance

Education & Years of

Experience:

Bachelor’s degree (or additional 4 years experience) and 3 years of relevant experience

Certifications: IAT II (CompTIA Security+ or equivalent)

• 3 years of experience managing or administering Service Now.
• 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.

Clearance: Active TS/SCI

Certifications:
Service Now Certified System Administrator (CSA) or equivalent, or SAFe Agile Certifications

• 3+ years of experience managing and administering Service Now 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 Service Now or similar ITSM platforms.
• Strong understanding of Service Now 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.

• Generous cost sharing for medical insurance for the employee and dependents
• 100% company paid dental insurance for employees and dependents
• 100% company paid long‑term and short‑term disability insurance
• 100% company paid vision insurance for employees and dependents
• 401(k) plan with generous match and 100% immediate vesting
• Competitive Pay
• Generous paid leave and holiday package
• Tuition and training reimbursement
  
  Life and AD&D Insurance

Ana Vation is the leader in solving the most complex technical challenges for collection and processing in the U.S. Federal Intelligence Community. We are a U.S. owned company headquartered in Chantilly, Virginia. We deliver groundbreaking research with advanced software and systems engineering that provides an information advantage to contribute to the mission and operational success of our customers. We offer complex challenges, a top‑notch work environment, and a world‑class, collaborative team.

We are an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.