ServiceNow Platform Administrator

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Oversee daily platform administration, user assistance, configuration management, upgrade support, integration coordination, change management assistance, data quality monitoring, audit support, and architectural guidance to ensure the platform meets business operations and IT Service Management (ITSM) needs.

• Manage users, groups, roles, access control lists (ACLs), and overall platform configurations.

• Handle platform updates, patches, releases, instance cloning, and upgrades.

• Track platform performance, instance health, and ServiceNow emails and incident tickets that require technical support.

• Update common data elements, including categorizations, application data, location data, user data, knowledge base articles, support group roles, report design, and CMDB.

• Conduct monthly ServiceNow SOX audit activities as mandated by the organization.

• Maintain the ServiceNow foundation data while ensuring data integrity.

• Plan, design, and implement new applications and configurations, including necessary organizational group roles and Change Coordinator groups.

• Configure and support workflows, business rules, forms, catalogs, reports, dashboards, and notifications.

• Recommend and establish application configurations, standards, and administrative evaluations based on functional specifications and application assessments.

• Ensure all configurations align with the company’s standards.

• Implement assigned Change Requests.

• Conduct CAT/functionality tests before production implementations.

• Support system interfaces, eBonding, and internal services (e.g., eAccess).

• Coordinate and facilitate integration between ServiceNow and other enterprise systems.

• Provide architectural guidance for platform design, integration strategies, and long-term sustainability.

• Assist with REST API integrations, data imports/exports, Transform Maps, MID Server, and Integration Hub.

• Administer and support operations across the entire ServiceNow suite, including Incident Management, Problem Management, Change Management, Service Catalog, Service Level Management, and Asset Management.

• Provide Change Management administration, oversight, and operational support.

• Perform Risk Management oversight.

• Conduct unit testing of systems and provide SIT/CAT plans and assistance.

• Support Automated Test Framework (ATF), regression testing, and customer acceptance testing.

• Document and ensure all work complies with company standards.

• Act as an escalation point for ServiceNow support regarding end-user inquiries and consultations.

• Provide application and end-user support, serving as a ServiceNow Subject Matter Expert (SME).

• Deliver ServiceNow training and education to end users and stakeholders.

• Collaborate with stakeholders to gather requirements, support enhancements, and engage in solution reviews.

• Provide new development requirements as necessary.

⛳️ Requirements

• A degree from an accredited college or university in a relevant field is mandatory.

• If the individual does not possess a degree in the applicable field, then 4 additional years of related experience is mandatory.

• A minimum of 8 years of experience in IT support, systems administration, or a related technical domain is required.

• A current ServiceNow System Administrator certification is essential.

• ITIL certification is desirable.

• Practical experience with core ServiceNow modules, including Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and CMDB (Configuration Management Database) is necessary.

• Experience in administering the ServiceNow platform, including users, groups, roles, ACLs, and overall platform configuration.

• Proven experience configuring and supporting workflows, business rules, forms, catalogs, reports, dashboards, and notifications.

• Experience managing platform updates, releases, instance cloning, patches, and upgrades.

• Familiarity with monitoring platform performance, instance health, and maintenance tasks.

• Experience in supporting integrations between ServiceNow and other enterprise systems.

• Proven track record of collaborating with stakeholders to gather requirements, support enhancements, and participate in solution reviews.

• Experience in maintaining platform governance, compliance, data quality, documentation, and SOX audit activities.

• Experience in providing end-user support, training, and operational guidance.

• A working knowledge of JavaScript and ServiceNow development concepts sufficient for technical review and solution guidance.

• Experience supporting Automated Test Framework (ATF), regression testing, and customer acceptance testing.

• Experience providing architectural guidance for platform design, integration strategies, and long-term maintainability.

• Knowledge and experience with SDLC practices and Agile methodologies.

• Knowledge and experience in Change Management, Configuration Management, and Application Lifecycle Management (ALM).

• Knowledge and experience in Problem and Risk Management.

• Ability to utilize AI tools (e.g., GitHub Copilot, Playwright) to enhance productivity and solution quality.

• Proficiency in the MS Office Suite.

• Excellent oral and written communication skills, with the ability to effectively present to management and converse with both business and technical audiences.

• Strong facilitation skills to lead discussions across multiple groups and technical development teams.

• Must be able to obtain a Position of Public Trust Clearance.

• Must be a US Citizen or possess US Permanent Residence status (Green Card).

• Must have resided in the US for the past 5 years and not have traveled outside the US for a total of 6 months or more during this period, excluding military service.

🏝️ Benefits

• None specified