Lead ServiceNow Application Support Engineer

RESPONSIBILITIES

Kforce has a client in need of a Lead Service Now Application Support Engineer in Coppell, TX.

• Manage onshore/offshore application support team for Service Now operations, deployments, patching, and upgrades
• Lead resolution of production issues, including off-hours support
• Ensure service level availability for all environments
• Collaborate with engineering, product, and IT teams for project delivery and support
• Represent Service Now team in Disaster Recovery exercises
• Define and maintain operational policies, procedures, and standards
• Ensure compliance with regulatory and IT controls;
  Support audits
• Work with Service Now and vendors to maintain platform performance and hygiene
• Produce SLA and performance metrics for continuous improvement
• Provide Level 2 engineering support and mentor team for high performance
• Coordinate across India time zones

• Service Now System Administrator (CSA) certification required
• Preferred certifications: CAD, CIS (Discovery, CMDB), ITIL
• 12 years of experience in IT management focused on application operations
• Deep knowledge of Service Now architecture and best practices
• Strong ITSM expertise;
  Experience with JavaScript and REST APIs
• Familiarity with third-party integrations
• Skilled in partner communication, compliance and audits
• Ability to manage multiple priorities and deliverables
• Excellent written and verbal communication skills
• Service Now development and AI/ML experience desirable

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note:

Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce’s sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.