Qualifications

• 5+ years of experience in ServiceNow System Administration and Platform Operations.
• In-depth knowledge of ITSM, HRSD, CSM, Employee Center, Service Catalog, Virtual Agent, and Flow Designer.
• Proficient in Platform Upgrade and Release Management processes.
• Experience with Incident, Problem, Change, and Knowledge Management modules.
• Familiarity with Instance Cloning and Environment Management principles.
• Strong skills in ServiceNow Integrations and Plugin Administration.
• Effective operational support and vendor management capabilities.
• Excellent troubleshooting and communication skills with an emphasis on stakeholder management.

Responsibilities

• Administer and maintain the ServiceNow environments for optimal performance and stability.
• Manage configurations, integrations, plugins, and overall platform features.
• Conduct health assessments and coordinate activities for operational excellence.
• Ensure compliance with security and governance guidelines.
• Perform system maintenance duties, including applying patches and updates.
• Oversee instance cloning across various environments to ensure consistency.
• Prepare for upgrades, validating environments and stabilizing post-update outcomes.
• Facilitate access requests and environment provisioning for developers.
• Act as the primary contact for operational support, leading weekly reviews with teams.
• Review and escalate critical incidents, cases, and change requests as necessary.
• Track and manage the resolution of platform defects and support cases.
• Engage in governance and architecture discussions impacting platform direction.

Benefits

• Health and welfare benefits including medical, dental, and vision coverage.
• Eligibility for spending accounts and life insurance options.
• Participation in a 401(k) retirement plan.