ServiceNow System Administrator – Platform Lead

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

📋 Description

• Oversee daily platform operations and manage incident, problem, request, change, release, maintenance, and platform-catalog tasks utilizing ServiceNow as the primary system of record.

• Direct Tier 2/Tier 3 triage and service restoration for issues related to the platform.

• Define severity, evidence, owner, next actions, validation criteria, and escalation processes for platform-related issues.

• Track platform health and performance, which includes monitoring scheduled jobs, reports, indexing, queues, automation failures, application/system logs, event signals, and instances of recurring degradation.

• Maintain actionable health dashboards and conduct trend analyses.

• Manage ServiceNow configurations, including users, groups, roles, applications, platform settings, plug-ins, service catalog records, platform licenses, and authorized operational controls.

• Oversee and support MID Servers and enterprise integrations, encompassing SSO, email, monitoring, cloud/on-premise connections, certificates, credentials, and service accounts.

• Organize patches, upgrades, feature deployments, and scheduled releases in accordance with approved change control, release standards, CI/CD practices, rollback readiness, and post-production validation.

• Coordinate platform regression, functional, integration, performance, and user-acceptance testing with both testing and technical teams.

• Implement and retain security-control evidence, access and provisioning records, logging/auditing evidence, and incident artifacts.

• Update and maintain SOPs, runbooks, knowledge articles, operational schedules, service maps, dependencies, and structured shift transitions.

• Manage ServiceNow vendor support cases for platform defects or product issues, ensuring diagnostic evidence is preserved and fixes are validated prior to closure.

⛳️ Requirements

• A minimum of five years of experience in administering and operating enterprise ServiceNow environments, including configuration, platform updates, incidents, integrations, data integrity, and release support.

• ServiceNow Certified System Administrator (CSA) certification.

• Practical experience with MID Servers, IntegrationHub/integration troubleshooting, SSO/identity management, service accounts, logs/events, and connectivity for cloud/on-premise environments.

• Familiarity with incident, problem, change, and release management practices, automated testing, ServiceNow support cases, platform performance monitoring, and operational documentation.

• Experience in implementing platform access/security controls and supporting ATO/security evidence within a controlled enterprise setting.

• Capability to lead operations, make timely restoration decisions, and facilitate seamless handoffs across an extended service window.

• U.S. citizenship is required.

• Must be able to meet High Risk IT background-investigation and sensitive-information criteria.

• Preferred: Experience in federal consulting or financial regulatory fields.

• Preferred: Credentials in ServiceNow IntegrationHub, ATF, Performance Analytics, or related areas.

• Preferred: Knowledge of CyberArk or similar privileged/service-account management, Health Scan remediation, and multi-vendor platform operations.

🏝️ Benefits

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

• 401(k) plan with immediate vesting of employer contributions; matching is not required.

• Generous Paid Time Off (PTO).

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

• Ten federal holidays.

• Pet insurance coverage.

• Tuition reimbursement opportunities.

• Access to internal training programs.

• Company-sponsored industry certifications.

• Team-building activities.

• Opportunities for community volunteering.

• Quarterly HQ days.

• Wellness events.

• Happy hours.

• Family fun events.