{"id":2097327,"url":"https://alion.io/job/chubb-servicenow-platform-ops-lead","title":"ServiceNow Platform Ops Lead","company":{"id":18935,"name":"Chubb","domain":"chubb.com","url":"https://alion.io/company/chubb","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":84,"open_postings":94,"ghost_share":0,"stale_share":0.84,"repost_share":0,"time_to_fill_p50_days":9,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-08T15:14:14Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-20T03:12:49Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"The ServiceNow Platform Ops Lead is accountable for the stability, security and performance of the ServiceNow platform, including the quality and governance of the CMDB and the integrity of platform access management. The role owns instance health, incident and problem management, upgrades, security patching and release management, ensuring the platform meets Chubb's operational resilience and ITSM process standards. The role is also accountable for CMDB management, including data quality and accuracy, Discovery configuration, service mapping and CI lifecycle governance, as well as for ServiceNow access management, including access roles, access control and the certification process required for audit and SOX compliance. As Deputy to the ServiceNow Hub Lead, the role provides both operational and people leadership for the Hub, leading and developing the Platform Ops team and deputising on operational and stakeholder matters as required.\nKey Responsibilities:\nProvide leadership and line management for the Platform Ops team, including performance management, coaching and development of team members.\n\nAct as Deputy to the ServiceNow Hub Lead, providing operational leadership and stakeholder continuity in the Hub Lead's absence.\n\nOwn overall instance health, monitoring platform performance, availability and stability across production and non-production environments.\n\nLead incident, problem and change management for the ServiceNow platform, ensuring timely resolution and root-cause analysis of platform issues.\n\nPlan and execute ServiceNow upgrades, patches and security updates, minimising disruption to business operations.\n\nOwn release and change management processes for the platform, including release scheduling, risk assessment and change approval governance.\n\nEnsure ServiceNow ITSM process adherence across the Hub, working with Platform Administrators and CMDB/Discovery teams to maintain data quality and process compliance.\n\nOwn CMDB management for the Hub, including data quality and accuracy, Discovery configuration, service mapping and CI lifecycle governance.\n\nContribute to the CMDB roadmap, in collaboration with the ServiceNow Hub Lead, ensuring platform operations priorities are reflected in future CMDB development.\n\nOwn ServiceNow access management for the Hub, including access roles, access control and the certification process required for audit and SOX compliance.\n\nReport CMDB governance and wider ITSM/ITIL process KPIs to IT management stakeholders, tracking progress against agreed targets.\n\nCollaborate with security and compliance teams to ensure the platform meets relevant regulatory and internal policy requirements.\n\nSupport disaster recovery and business continuity planning for the ServiceNow platform, including regular testing of failover and recovery procedures.\n\nPartner with the Development Delivery pillar to ensure operational readiness of new capabilities before release to production.\n\nSupport periodic governance meetings with the managed service partner (e.g. EY), tracking outstanding service delivery issues and driving them to resolution.\n\nProvide operational metrics and reporting to the ServiceNow Hub Lead and wider stakeholders on platform health, incidents and release performance.\n\nRequirements:\nThe ServiceNow Platform Ops Lead should have a bachelor's or master's degree in Computer Science, Information Technology or a related field.\nProven people leadership experience (10+ years), with the ability to lead and develop a team, deputise for senior stakeholders and manage escalations independently.\n\nProven experience (10+ years) in ServiceNow platform administration and operations, including incident, problem, change and release management.\n\nStrong understanding of ITSM processes and ServiceNow ITIL-aligned modules.\n\nExperience managing platform upgrades, security patching and instance health in an enterprise environment.\n\nExperience with CMDB management, including data quality/accuracy, Discovery configuration, service mapping and CI lifecycle governance, is highly desirable.\n\nExperience with ServiceNow access management, including access roles, access control and audit/SOX certification processes, is highly desirable.\n\nStrong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.\n\nGood communication skills, able to work effectively with distributed teams across India, LATAM and NA.\n\nServiceNow certification (e.g. Certified System Administrator) and/or ITIL certification preferred.\n\nFluent in English.","description_format":"text","description_chars":4548,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance","Reinsurance"],"lifecycle":[{"event":"open","at":"2026-10-08T17:17:36Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; 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