This is a hybrid position in Austin, TX or Plantation, FL

Position Summary

Under the general direction of the Director of Service Operations, Tools, and Enablement, the Senior ServiceNow System Administrator is responsible for the strategic administration, configuration, support, and continuous improvement of the ServiceNow platform. This role plays a critical part in maintaining platform performance and stability by establishing a scalable operating model for patching, upgrades, and operational continuity.
The Senior Administrator serves as the primary point of contact for ServiceNow-related issues and initiatives, acting as a liaison between internal IT teams, stakeholders, and external vendors. They provide technical leadership, guidance, and escalation support to developers and business partners while ensuring solutions are secure, supportable, and aligned with enterprise architecture standards.
The role involves developing and reviewing complex architectures and technical solutions to meet business needs, with a focus on platform optimization, risk mitigation, and strategic toolset investment decisions. The administrator also contributes to governance, performance monitoring, integration health, and long-term platform scalability, while participating in a 24x7x365 on-call rotation.​

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Key Areas of Responsibility

• Configure ServiceNow to meet the requirement(s) defined by business at regularly scheduled intervals (i.e., weekly, monthly)

• Obtain and validate business requirements with core stakeholders and transform those to functional requirements, acceptance criteria and other critical operational and contextual details

• Assess, estimate and measure the level of effort (hours, days, weeks) individual units or work or projects

• Build workflow diagrams and architectural specifications that detail the proposed solution(s) to proposed improvements in ServiceNow

• Identify changes that have the potential to introduce risk including but not limited to; exposure of personally identifiable information (PII), database performance issues, or integration degradations/inaccuracies

• Independently update tasks and share updates with relevant stakeholders where applicable at regular intervals and on an as needed basis

• Document operational procedures and work instructions associated with administration tasks activities that are related to supporting users of the platform as required

• Pro-actively identify opportunities and propose solutions to create a better customer (internal or external) experience from interactions with customers, internal team members, or ServiceNow staff/community members

• Prioritize multiple tasks against their changing priority quickly and decisively based on deadlines while keeping key stakeholders informed of the changes

• Act as an escalation point to internal or external customers

• Identify and socialize requirements with 3rd parties and manage the resource(s) effectively and efficiently when required

• Identify, implement, and maintain a series of key performance indicators that minimize the potential for integrations or other operational activities from impacting normal operations

• Monitor key performance indicators for the tools platform to minimize the potential for disruptions or degradations and act as the escalation point to propose and implement changes to resolve issues or implement changes to the integrations

• Pro-actively identifying issues that may introduce or exacerbate current/known issues

• Schedule and manage the upgrade of ServiceNow

• Administer the domains associated with the tools by acquiring additional domains and managing existing domains

• Provide recommendations to director and c-level management regarding architectural choices and investments into 100K+ tool selection(s)

• Participate in a 24x7x365 on-call rotation

Minimum Requirements

• Bachelors degree in Computer Scient, Information Technology, or Information Systems or equivalent work experience

• 3+ Years System Administration in ServiceNow

• 2+ years development experience in ServiceNow; preferably in CSM or ITSM modules. development experience with API and Web Services and working with Databases (e.g., Oracle) in an operational or development capacity

• 5+ years of experience within an IT organization in a product support or development capacity

• Experience upgrading, cloning, and moving updates sets in a ServiceNow environment

• Working knowledge of programming languages including but not limited to HTML and JavaScript

• Familiarity with JavaScript, JSON, AJAX, CSS, XHTML and XML and web service integrations using REST, SOAP, etc.

• LDAP/Active Directory knowledgeExperience building, maintaining, and establishing best practices for customer relationship management solutions and their integrations

• Experience as a website administration managing domain registration, certification, and related configuration tasks

• Create and deliver presentations or demonstrations to peers, executives and others to collaborate and obtain feedback

• Strong business analysis skills with the capacity to listen, take notes, and engage in conversation simultaneously

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! .You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.

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