ServiceNow Platform Administrator

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

📋 Description

• Take ownership and oversee the complete lifecycle of our 16+ ServiceNow instances, which includes planning and executing semi-annual upgrades for the platform family.

• Manage all activities related to instance cloning, incorporating the development and upkeep of clone scripts, data preservation strategies, and exclusions.

• Act as a vital member of the Change Advisory Board (CAB), assessing and endorsing platform-level changes to guarantee stability and compliance with established standards.

• Serve as the main technical escalation contact for the core ServiceNow administration team, offering expert-level troubleshooting for issues related to the platform.

• Conduct continuous monitoring and validation of security artifacts associated with the System Security Plan (SSP) to ensure adherence to compliance requirements.

• Collaborate directly with ServiceNow support (HI5) to report, monitor, and resolve platform-related issues effectively.

• Support the operational launch and ongoing maintenance of new platform functionalities, including Discovery, CMDB, new ITSM features, and service portals.

• Supervise and contribute to the technical specifications and implementation of integrations, ensuring data integrity across various source systems.

• Provide expertise on technical components concerning development and integrations on the ServiceNow platform.

• Create technical solutions, implement them, and conduct component integration testing.

• Grasp the business requirements and the necessity to standardize processes, integrating this understanding into the design.

• Maintain and utilize server-side and client-side scripts (Business Rules, Client Scripts, UI Policies, etc.), workflows, and integrations utilizing JavaScript, Glide API, and other ServiceNow development tools.

• Review integrations between ServiceNow and other enterprise systems that utilize REST APIs, SOAP, JDBC, and various other integration methods.

• Design and develop custom reports and dashboards using Performance Analytics, metrics, and indicators to monitor key performance indicators (KPIs) and deliver actionable insights.

⛳️ Requirements

• 12+ years of relevant experience (A Bachelor’s Degree in a relevant field can substitute for 5 years of this experience).

• Must fulfill the 8570/8140 DoD Cyber Workforce Compliance requirement – Required to obtain IAT Level II certification within 60 days of hire if not already achieved.

• An active DoD Secret clearance or the capability to obtain one.

• Advanced experience in ServiceNow platform administration, with at least 5 years of hands-on experience in implementing and configuring ServiceNow solutions within a complex enterprise environment.

• Proven track record of managing platform upgrades, including managing skip lists and addressing post-upgrade findings.

• Demonstrated experience in managing instance cloning and data preservation within a complex SDLC pipeline, including data obfuscation and data scrambling techniques.

• Experience in a governance role (e.g., Change Manager, CAB Reviewer) within the ITIL framework.

• Experience with the development and implementation of ServiceNow ITSM and ITOM modules, including Incident Management, Problem Management, Configuration Management, and Asset Management.

• In-depth understanding of ServiceNow architecture, data models, and best practices.

• Proficient in ServiceNow scripting (Business Rules, Glide API, Transform Maps) for both development and administrative tasks.

• A solid understanding of ITSM, ITIL, and CMDB concepts.

• Exceptional analytical and problem-solving skills with the ability to foresee issues, troubleshoot complex platform problems, and effectively communicate with stakeholders through strong written and verbal communication skills.

• Excellent technical, diagnostic, and troubleshooting abilities to identify data discrepancies and resolve issues.

• Experience in managing and maintaining cloud-based ServiceNow instances within a DoD IL4/IL5 environment.

🏝️ Benefits

• Healthcare

• Wellness

• Financial support

• Retirement plans

• Family support

• Continuing education opportunities

• Time off benefits