ServiceNow Application Support

Position: ServiceNow Application Support #1006419
Service Now Application Operations Lead

Location: Dallas, TX (Hybrid)
Employment Type: Contract-to-Hire
Role Overview

We are seeking an experienced Service Now Application Operations Lead to oversee platform support, operational excellence, and continuous improvement initiatives. This role will lead a distributed team and ensure the stability, performance, and reliability of the Service Now ecosystem across production and non-production environments.

The ideal candidate brings strong Service Now platform expertise, IT operations leadership, and a hands-on approach to incident management, performance optimization, and stakeholder collaboration.
Key Responsibilities

• Lead and manage a team of onshore and offshore application support engineers supporting Service Now operations
• Oversee production support activities, including incident management, troubleshooting, and escalation handling
• Ensure high availability and performance of Service Now environments
• Coordinate platform upgrades, patching, and deployment of new features
• Partner with engineering, product, and IT teams to deliver enhancements and operational improvements
• Drive root cause analysis and implement preventive measures for recurring issues
• Support and execute disaster recovery (DR) planning and exercises
• Establish and maintain operational policies, procedures, and standards
• Ensure compliance with audit, regulatory, and IT control requirements
• Monitor platform health and optimize performance and system stability
• Develop and report on SLA/KPI metrics for continuous improvement
• Provide Level 2 support for escalated engineering issues
• Lead team development, mentoring, and resource planning
• Collaborate effectively across global teams and time zones

Required Qualifications

• 12+ years of experience in IT, with a strong focus on application operations and support leadership
• Proven experience managing enterprise Service Now environments
• Strong understanding of Service Now architecture and platform best practices
• Hands-on experience with:
  • ITSM processes
  • JavaScript and REST APIs
  • Integrations with third-party systems
• Experience handling production incidents, SLAs, and performance management
• Strong knowledge of compliance, audit processes, and IT controls
• Proven ability to manage multiple priorities in a fast-paced environment
• Excellent communication and stakeholder management skills

Certification Required:

• Service Now Certified System Administrator (CSA)

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit  .

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.