ServiceNow Data Analyst Operations Lead

ServiceNow Data Analyst Operations Lead Department: Engineering Employment Type: Full Time Location: US Compensation: $110,000 - $138,000 / year Description Care Lumen | Remote (US Only) Employment Type: Full-time Employee Salary Range: $110,000 to $138,000

About the Role

We are seeking a proactive and detail-oriented ServiceNow Data Analyst Operations Lead to coordinate and support the activities of our Development Tier 3 Production Support Team. This role is critical to driving operational excellence, ensuring timely incident resolution, and fostering continuous improvement across our platform. You will work closely with engineering, Tier 1 and Tier 2 support teams, product owners, and scrum teams to align support operations with business priorities and technical standards. You will also work collaboratively to manage operational reporting and performance tracking, with a strong focus on ServiceNow oversight. This includes maintaining ticket hygiene, facilitating root cause analysis (RCA), and producing accurate, actionable reports. The ideal candidate is highly organized, thrives in fast-paced environments, and brings a strong understanding of production support workflows, incident management, and platform observability. You will help drive process efficiency, improve communication across teams, and ensure that support operations run smoothly and effectively. What You’ll Do

• Operational Oversight
• Coordinate daily operations of the Tier 3 support team, ensuring timely and effective resolution of production issues.
• Conduct in-depth analysis of incident tickets to identify trends, ensure accurate categorization, and facilitate smooth handoffs to engineering for resolution.
• Act as a liaison between Tier 1, Tier 2, and Tier 3 support teams to manage escalations and ensure smooth handoffs.
• Oversee ServiceNow queue management, ticket hygiene, SLA/OLA oversight and workflow optimization. Reporting & Metrics
• Develop and maintain ServiceNow reports and dashboards to monitor incident trends, SLA adherence, and team performance.
• Provide regular operational reporting to leadership and stakeholders.
• Identify and analyze recurring issues to support root cause analysis and continuous improvement. Collaboration & Communication
• Partners with engineers, product, QA, and scrum teams to ensure support readiness for new releases and features.
• Communicate effectively across technical and non-technical teams to ensure transparency and alignment.
• Representing Tier 3 operations in cross-functional meetings and planning sessions.

What’s Required

• 3+ years of experience in production support or technical coordination roles.
• Experience in healthcare managed care services, with a strong understanding of Utilization Management and Care Management practices.
• Strong proficiency in ServiceNow and Jira, including reporting and dashboard creation.
• Experience working in a multi-tiered support environment.
• Excellent organizational, analytical, and communication skills.
• Applicants must be authorized to work in the United States for any employer
• This role requires travel for up to 5% of work-time.
• This role requires support of the business hours, 8 am to 5 pm EST.

Compensation & Benefits The expected total cash compensation for this role is market-driven, with an expected starting salary of $110,000 to $138,000. Salary is ultimately determined based on a candidate's skills, expertise, and experience. Care Lumen offers a robust and comprehensive benefits package including:

• Remote-first environment with company provided computer
• Thirteen paid holidays per year (average)
• Medical, dental and vision coverage with multiple levels of coverage
• HSA, FSA and Dependent Care accounts
• Short-term and Long-term disability
• Life and accidental death insurance
• Discounted voluntary benefits, such as additional life insurance
• Employee Assistance Program
• Paid Parental Leave
• Flexible vacation time
• 401(k) with employer matching and immediate vesting

Offers are contingent upon successful completion of a background screening. Background screenings will be conducted in compliance with applicable laws and will not be initiated without your consent. Care Lumen is an equal opportunity employer committed to building a diverse and inclusive workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other legally protected status. We are committed to providing reasonable accommodations to qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at [email protected]. About Care Lumen Care Lumen is transforming healthcare by connecting people, care, and data—so that every decision leads to better outcomes. We empower care teams with a unified platform that delivers intelligent, real-time insights, streamlined workflows, and stronger collaboration across clinical, operational, and administrative domains. Our vision is bold: to reimagine how care is delivered by unifying clinical operations and unlocking insights that improve lives. We believe in the power of great people and purposeful technology—and with all of us aligned around a common goal, our potential grows even stronger. We're building for impact today and evolving through innovation tomorrow. We’re a remote-first company that values flexibility, autonomy, and results over hours logged. We're guided by values that push us to excel, stay curious, and take smart risks. The best solutions come from teams that listen, learn, and build together. And we're focused on outcomes that matter—not just for our clients, but for the people they serve. Care Lumen’s LinkedIn Care Lumen’s website Ready to Apply? Apply tot his job Apply To this Job