Associate Director ServiceNow Operations

Position: Associate Director   ServiceNow Application Operations
Job Title: Associate Director – Service Now 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 Service Now Application Operations to lead and manage Service Now 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
Service Now Platform Operations

• Manage a team of Application Support Engineers (Onshore/Offshore) to support operational activities, deployments of new capabilities, patching, and upgrades of the Service Now 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 Service Now 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 Service Now 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 Service Now platform architecture and industry best practices.
• Strong knowledge of ITSM processes.
• Experience with JavaScript and REST APIs.
• Understanding of third-party integrations.

Certifications

• Service Now 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

• Service Now Development experience.
• Exposure to AI/ML capabilities.

Preferred Certifications

• Certified Application Developer (CAD).
• Service Now Implementation Specialist (CIS) – Discovery.
• Service Now Implementation Specialist (CIS) – CMDB.
• ITIL Certification.