ServiceNow - Production Support Lead
Listed on 2026-03-01
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IT/Tech
IT Project Manager, Systems Analyst, IT Consultant, IT Support
Role : Service Now - Production Support Lead.
onsite at Austin Texas
seeking a Service Now - Production Support Lead. This position will interface with key stakeholders and apply your expertise across different stages of the Production Support Life Cycle, including incident management, problem resolution, root cause analysis, and continuous service improvement. You will play an important role in leading and coordinating the resolution of high-priority issues, ensuring system stability, and minimizing business impact.
You will also oversee day-to-day support operations, manage service requests, drive automation and process improvements, and ensure adherence to SLAs. In this role, you will lead validation and coordination of fixes across environments, support implementation and transition activities, and provide guidance during critical releases and warranty periods. You will be part of a collaborative culture where teamwork is encouraged, operational excellence is rewarded, and diversity is respected and valued.
Candidate must be located within the commuting distance of Austin, TX or be willing to relocate to this location.
Required Qualifications:
- Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
- At least 4 years of Information Technology experience
- Strong experience in supporting Service Now Platform.
- Strong understanding of ITIL processes (Incident, Problem, Change, Service Catalogue, CMDB).
- Experience in working on Service Now Production support projects
- Familiarity with integration concepts (API, Webservices, REST/SOAP).
Preferred Qualifications:
- Good to have - Service Now Certified System Administrator (CSA) certification.
- Exposure to advanced Service Now modules like Discovery, HRSD, and ITOM.
- Experience in Service Now upgrades and patching activities.
- Experience and desire to work in a Global delivery environment.
- Ability to work in diverse/multiple team stakeholder environment and client interfacing skills.
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