ServiceNow Operations & Support Lead

Role Overview

We are seeking an experienced ServiceNow Operations & Support Lead to manage and support a complex ServiceNow ecosystem covering ITSM, SecOps, IRM, CMDB, and CSDM modules across on-premises and AWS environments.

This role owns the long-term operational stability, enhancement governance, and application support of the platform. You will ensure availability, performance, data integrity, and continuous improvement while supporting business users and stakeholders who depend on the platform for mission-critical operations.

Key Responsibilities

1. ServiceNow Platform Operations

• Perform proactive monitoring of application nodes, CPU, memory, and database performance

• Conduct system log analysis and resolve issues before user impact

• Plan and execute instance cloning (Production to Dev/Test)

• Manage security patching and major platform upgrades

• Handle code promotion across Dev Test Production environments

• Resolve deployment conflicts and ensure change governance compliance

• Prepare monthly service performance and executive reporting

• Maintain custom UI components, navigation interfaces, and dashboards

• Provide structured communication and briefings on platform changes

2. ITSM Module Support

• Maintain and support workflows for Incident, Service Request, Feature Request, Problem, and Change Management

• Ensure lifecycle functionality including approvals, CAB prioritization, and verification flows

• Maintain automated SLA tracking logic and reporting scripts

• Support Knowledge Base governance, access control, and dashboard reporting

• Maintain user satisfaction survey automation

• Ensure operability of Service Delivery and Service Fulfilment portals

• Support structured tenant onboarding and offboarding processes

3. Security Operations (SecOps)

• Maintain Vulnerability Management workflows including ingestion, assignment, remediation tracking, suppression handling, and risk acceptance

• Ensure accurate notification and alert mechanisms for vulnerabilities

• Maintain compliance and vulnerability dashboards and management reports

• Support Secure Configuration Management templates, attestations, waivers, and tracking

4. Integrated Risk Management (IRM / GRC)

• Support IT Policy Management and compliance attestation workflows

• Maintain compliance dashboards, automated monitoring notifications, and remediation tracking

• Configure and maintain policy waiver workflows

• Manage System Risk Registers including risk identification, assessment, response, and monitoring

• Maintain Key Risk Indicators (KRIs) and Key Control Indicators (KCIs)

• Configure and maintain IRM workflows for risk acceptance, remediation, and audit tasks

• Manage user roles and permissions across IRM personas

5. CMDB & CSDM Management

• Monitor CMDB data health including completeness, correctness, and compliance

• Investigate and remediate duplicate or orphan Configuration Items

• Maintain Discovery jobs and external integrations

• Manage CI class and model creation

• Maintain service mapping and CI relationship accuracy

• Ensure alignment with CSDM standards including mapping to business services and service offerings

6. Critical Incident & Operational Governance

• Lead Severity A incident response including stakeholder communication

• Provide on-site support when required

• Deliver preliminary and formal post-incident reports within defined timelines

• Conduct user enablement sessions and product education briefings

• Provide functional guidance and demonstrations to stakeholders

Required Skills

• Minimum 6-8 years of hands-on ServiceNow administration and support experience

• Strong expertise in ITSM, SecOps, IRM, CMDB modules

• Experience supporting on-premises and cloud environments (AWS preferred)

• Strong understanding of ITIL processes and governance

• Experience managing deployments, update sets, and platform upgrades

• Solid knowledge of CMDB data modeling and CSDM alignment

• Experience handling vulnerability workflows and compliance automation

• Strong troubleshooting and root cause analysis skills

• Ability to manage stakeholders and present operational reports

Preferred Skills

• ServiceNow certifications (CSA, CIS ITSM, CIS SecOps, CIS IRM)

• Experience with integrations such as vulnerability scanners or cloud connectors

• Exposure to regulatory compliance environments

• Experience supporting enterprise-scale user environments

Application Note

Interested applicants may send their CV directly to
for consideration.