ServiceNow Platform Administrator – Engineer

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

📋 Description

• Conduct daily health assessments and monitor alerts across both production and non-production environments.

• Take ownership of platform upgrades, patching, and release management processes.

• Oversee the management of instance clones and sub-production environments.

• Install, maintain, and troubleshoot MID Servers effectively.

• Activate plugins and handle platform configuration management.

• Execute data imports and exports while addressing foundation and configuration data issues.

• Administer users, groups, and roles, including bulk updates and role delegation.

• Uphold access control lists and security standards for the platform.

• Manage the ServiceNow team queue by triaging and resolving or directing incidents and requests.

• Create and manage change tickets in accordance with change management standards.

• Handle vendor cases through the ServiceNow Support portal.

• Participate in an on-call rotation, providing off-hours support for patching, upgrades, clones, and major incidents.

• Offer first-level triage and troubleshooting for Event Management and integrated monitoring tools.

• Escalate issues to Level 2 and Level 3 resources and assist in onboarding non-integrated sources.

• Develop and maintain workflows using Flow Designer, IntegrationHub, and JavaScript.

• Support and troubleshoot integrations with external systems.

• Maintain catalog items, notifications, SLAs, and escalation matrices.

• Research and suggest automation solutions for routine administrative tasks.

• Build and maintain dashboards and reports, including Performance Analytics.

• Ensure CMDB data quality and alignment with CSDM.

• Document procedures in the Knowledge Base and Confluence.

• Provide updates on status during operational team meetings.

• Support ITSM, ITOM, SAM, CMDB/CSDM, and Workflow Data Fabric within a product operating model.

• Manage upgrades and releases to maintain stable and secure instances, partnering with engineers and stakeholders to deliver reliable service.

⛳️ Requirements

• 3 to 5 years of hands-on experience in ServiceNow administration, preferably in a large organization.

• Proficient understanding of JavaScript, Flow Designer, and IntegrationHub.

• Experience with upgrades, patching, clones, and instance management.

• Familiarity with core ITSM processes, including Incident, Problem, Change, Knowledge, and Service Catalog.

• Knowledge of ACLs, roles, and user and group administration.

• Experience in an agile working environment.

• Strong skills in troubleshooting, problem-solving, and critical thinking.

• Excellent communication skills, including the ability to explain technical topics to non-technical stakeholders.

• ServiceNow Certified System Administrator (CSA) or Certified Application Developer (CAD) is a plus.

• Experience with REST APIs, CSDM, or Now Assist.

• Familiarity with IRM, SecOps (including USEM), Privacy Management, or TPRM.

• Background in financial services or another regulated industry.

🏝️ Benefits

• Various bonuses, including annual or long-term incentives.

• Medical, dental, and vision insurance.

• Health savings account.

• Flexible spending account.

• 401k plan.

• Pension plan.

• Life and accidental death and dismemberment insurance.

• Disability insurance.

• Supplemental protection insurance.

• 20 days of Paid Time Off each year.

• Sick and Safe Time.

• 10 paid company holidays.

• Volunteer Time Off.

• Paid parental leave.

• Employee Assistance Program (EAP).

• Well-being benefits.

• Fully remote role.

• Collaborative team environment where members support each other and share knowledge.

• Opportunity to gain exposure to a wide range of ServiceNow modules and capabilities.