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Associate Director ServiceNow Application Operations

eTeam Inc.

Coppell, TX

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JOB DETAILS
SALARY
$75–$82.14 Per Hour
SKILLS
Application Programming Interface (API), Artificial Intelligence (AI), Best Practices, CAD (Computer-Aided Design) Software, Communication Skills, Computer Science, Continuous Improvement, Disaster Recovery, Environmental Issues, IT Requirements, IT Service Management (ITSM), ITIL (IT Infrastructure Library), International Operations, JavaScript, Leadership, Maintain Compliance, Management of Information Systems/Technology (MIS), Mentoring, Metrics, Multitasking, Offshoring, Operational Improvement, Operational Strategy, Operational Support, Operations Management, Performance Analysis, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Production Systems, REST (Representational State Transfer), Regulatory Compliance, Regulatory Requirements, Service Level Agreement (SLA), ServiceNow, Software Administration, Software Development, Software Engineering, Software Patches, Systems Administration/Management, Team Lead/Manager, Technical Support, Time Management, Writing Skills
LOCATION
Coppell, TX
POSTED
30+ days ago
Job Title: Associate Director – ServiceNow 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 ServiceNow Application Operations to lead and manage ServiceNow 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
ServiceNow Platform Operations
  • Manage a team of Application Support Engineers (Onshore/Offshore) to support operational activities, deployments of new capabilities, patching, and upgrades of the ServiceNow 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 ServiceNow 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 ServiceNow 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 ServiceNow platform architecture and industry best practices.
  • Strong knowledge of ITSM processes.
  • Experience with JavaScript and REST APIs.
  • Understanding of third-party integrations.
Certifications
  • ServiceNow 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
  • ServiceNow Development experience.
  • Exposure to AI/ML capabilities.
Preferred Certifications
  • Certified Application Developer (CAD).
  • ServiceNow Implementation Specialist (CIS) – Discovery.
  • ServiceNow Implementation Specialist (CIS) – CMDB.
  • ITIL Certification.

About the Company

e

eTeam Inc.

Looking for a great job? Join eTeam. We’re looking for talented staffing professionals to join our staff. We also provide contract assignments and full-time jobs at Fortune 2000 Companies. We’ve been named one of the best companies to work for by Staffing Industry Analysts and New Jersey Business.
COMPANY SIZE
100 to 499 employees
INDUSTRY
Other/Not Classified
FOUNDED
1998
WEBSITE
www.eteaminc.com