ServiceNow Operations System Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Take operational ownership for the ServiceNow platform-support infrastructure during early or late windows, focusing on MID Servers, VMs/operating systems, connectivity, queues, maintenance, and continuity.

• Conduct in-depth troubleshooting, preventative and corrective maintenance, performance monitoring, configuration management, and restoration across ServiceNow operational dependencies.

• Analyze MID Server availability, ECC queue conditions, authentication/connectivity failures, certificate/credential issues, resource capacity, and infrastructure anomalies.

• Collaborate with platform, network, cloud, identity, and security teams.

• Execute and document planned maintenance activities, including patching, restart/recovery, backup/restore, continuity, and disaster-recovery efforts.

• Provide Tier 2/Tier 3 support for incidents, problems, catalog tasks, and platform requests.

• Ensure accurate maintenance of ServiceNow records, SLA evidence, restoration notes, and handoff documentation.

• Implement and oversee infrastructure and platform security controls, log/audit requirements, privileged/service-account dependencies, and operational evidence.

• Promptly escalate any suspicious activities.

• Assist with new integrations and platform changes by validating runtime prerequisites, certificates, network pathways, service accounts, MID selection/capacity, and production readiness.

• Manage ServiceNow and infrastructure vendor support cases while preserving diagnostic evidence for root cause and problem management.

• Maintain operational procedures, queue-management instructions, recovery steps, environment baselines, asset/dependency information, and transition documentation.

• Provide structured handoff between the early operations team and other teams.

⛳️ Requirements

• A minimum of five years of operational support experience with enterprise ServiceNow implementations, including complex troubleshooting and production support.

• Extensive experience with ServiceNow MID Servers, Windows/Linux system administration, VM operations, networking/connectivity fundamentals, certificates, authentication, queues, and service accounts.

• Proficiency in configuration/change management, preventive maintenance, security controls, backups/recovery, incident/problem management, and off-hours production support.

• Possession of multiple ServiceNow certifications relevant to the supported environment; CSA certification is strongly preferred or required based on the applicable labor category.

• Experience in coordinating ServiceNow Support cases and performing cross-team troubleshooting in a shared enterprise environment.

• Capability to work within the assigned coverage window and participate in planned after-hours/on-call events.

• U.S. citizenship is required.

• Must meet High Risk IT background investigation and sensitive-information requirements.

• Preferred experience in federal consulting or financial-regulatory environments.

• Familiarity with CyberArk or equivalent privileged-account management, Splunk or similar monitoring tools, and ServiceNow Discovery/ITOM is preferred.

• Experience in supporting continuity exercises and production releases within multi-vendor environments is preferred.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance beginning on the first of the month following your start date.

• 401(k) plan with employer contributions immediately vested; no matching required.

• Generous Paid Time Off (PTO).

• One additional day of paid wellness leave each calendar year.

• Ten federal holidays observed annually.

• Pet insurance available.

• Tuition reimbursement program.

• Internal training programs offered.

• Company-sponsored industry certifications provided.

• A dynamic and collaborative work environment.

• Opportunities for team-building activities.

• Community volunteering initiatives.

• Quarterly HQ days.

• Wellness events organized.

• Happy hours for team engagement.

• Family fun events planned.