ServiceNow Platform Administrator

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Requirements:

• Five plus years of proven experience as a ServiceNow Administrator or in a similar role.
• Strong understanding of ServiceNow platform capabilities and best practices.
• Excellent problem-solving skills and the ability to work collaboratively across teams.
• Familiarity with ITIL or similar frameworks is a plus.
• Strong communication skills, both verbal and written.

Responsibilities:

• Manage access to the ServiceNow platform and oversee overall platform security.
• Monitor platform performance, including incidents, changes, and requests and reports.
• Complete work assigned including simple configurations, dashboard and report creation, and notification updates.
• Oversee the Managed Service provided and act as Tier II subject matter expert to evaluate and recommend optimal solutions.
• Participate in all sprint-related ceremonies, including Sprint Planning, Sprint Retrospective, and Backlog Review.
• Provide guidance on work prioritization and development/configuration architecture and design feasibility.
• Oversee all platform updates according to a defined release schedule.
• Lead upgrade, patching, and cloning activities for the ServiceNow environment.
• Manage the impact relationship with ServiceNow, ensuring optimal performance and issue resolution.
• Lead the development team, providing support, direction, and feedback on processes and improvements.
• Perform a quarterly evaluation of the platform to assess performance and utilization.
• Conduct licensing reviews and assess utilization metrics.
• Attend daily standups to discuss platform status and ongoing tasks.
• Drive escalations with ServiceNow or appropriate teams, as necessary.
• Oversee knowledge management activities related to the ServiceNow application.
• Create and update existing platform documentation to ensure knowledge retention.
• Drive the team to fix security issues, as applicable.
• Execute compliance-related activities, including updates to Admin SOPs, WI, PPR, DR Attestation, Inspection Readiness, Access Review, BTCARES, and Data Certification.
• Complete access approvals, change approvals, and ETQ approvals.
• Collaborate with leadership on platform strategy and organizational goals.
• Meet with product owners to resolve issues and enhance team relations and cross-collaboration.
• Provide feedback on contingent worker resources and monitor platform health.
• Watch for ServiceNow communications to understand potential impacts to the platform and ensure risks are properly mitigated.
• Serve as an escalation point for unresolved platform issues and propose new standard changes, where feasible.
• Participate and guide CMDB governance activities to ensure data integrity and compliance.