Job DescriptionProvide systems administration (implementation, management and operational support) and technical expertise for assigned systems, including provisioning, installing, configuring, tuning, operating, and maintaining systems hardware and software and the related infrastructure. Provide technical research, system planning and improvement to enable continuing innovation within the infrastructure and technical services. Perform troubleshooting and solving of complex hardware and software problems as they relate to assigned systems.
Key ResponsibilitiesManage the day-to-day administration, operational support, and overall health of the ServiceNow platform, including system monitoring, performance optimization, user administration, instance configuration, and platform governance.
- Provide operational ownership and support for core ServiceNow applications, including ITSM, ITOM, HRSD, CMDB, Discovery, Service Catalog, Knowledge Management, and custom applications.
- Serve as a key contributor during Major Incident Management (P1/P2) events by leading platform triage, coordinating recovery efforts, managing stakeholder communications, and driving timely service restoration.
- Manage ServiceNow Incident, Request, Problem, and Operational Support queues to ensure timely resolution of platform issues, defects, service degradations, and user requests in accordance with established SLAs.
- Lead Problem Management activities by performing root cause analysis, identifying recurring issues, implementing corrective actions, and driving continual service improvement initiatives.
- Implement, support, and maintain integrations with enterprise systems using MID Servers, REST APIs, SOAP APIs, IntegrationHub, and related technologies while ensuring reliability, scalability, and data integrity.
- Monitor platform performance, availability, integrations, scheduled jobs, event logs, and system health metrics to proactively identify risks, prevent outages, and improve platform stability.
- Develop and maintain operational dashboards, KPIs, and reporting to provide visibility into platform health, service performance, incident trends, problem trends, and operational effectiveness.
- Support Release Management processes by coordinating deployments, validating releases, conducting production readiness reviews, supporting change implementations, and ensuring successful post-deployment outcomes.
- Plan, coordinate, and execute routine platform maintenance activities, including upgrades, patching, cloning, instance refreshes, certificate renewals, and platform health remediation efforts while minimizing business disruption.
- Develop, maintain, and test Disaster Recovery (DR) and Business Continuity procedures to ensure platform resiliency, recoverability, and compliance with organizational recovery objectives.
- Ensure compliance with enterprise security standards, access controls, audit requirements, segregation of duties policies, and platform governance standards.
- Partner with ServiceNow Support and third-party vendors to manage escalations, troubleshoot complex platform issues, coordinate defect resolutions, and advocate for business priorities.
- Collaborate with ServiceNow Architects, Business Systems Analysts, Developers, Infrastructure teams, and platform stakeholders to ensure solutions are scalable, maintainable, and aligned with enterprise standards.
- Drive operational excellence through automation, process optimization, technical debt reduction, platform monitoring enhancements, and continuous improvement initiatives.
- Maintain platform documentation including architecture diagrams, operational runbooks, support procedures, integration documentation, disaster recovery plans, and knowledge articles.
- Provide technical guidance and mentorship to junior administrators and support personnel while promoting ServiceNow best practices and operational standards.
- Adhere to Agile methodologies, ITIL processes, ServiceNow best practices, and enterprise change management standards.
Required Qualifications- Associate degree or equivalent.
- 3-5 years of relevant work experience.
- Bachelor's degree or equivalent work experience
- 5+ years of experience with ServiceNow platform as Development/Operations/AdministrationProven expertise in managing the ServiceNow Platform in large enterprise environment.
- Strong Knowledge of ITSM Processes and Modules (Incident, Problem, Change, CMDB, etc)
- Proficiency in Java Script, Flow Designer, Business Rules, Script includes and UI Policies.Experience with ServiceNow ITOM (including Discovery, Event Management, Service Mapping) is a plus
- Exposure to HRSD, SecOps or GRC modules is preferred Strong knowledge of ITIL, Agile and DevOps Methodologies
- Strong experience with ServiceNow configuration, scripting, integrations (REST, SOAP APIs), and automationExcellent communication and documentation skills
Base Pay SalaryBase Pay Salary The estimated base salary for this role is $85,000 - 105,000 / year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurance.
Full-Time/Part-TimeFull time
Exempt/Non-ExemptExempt
Job Family GroupTechnology
Line of Business TECH Technology
