ServiceNow System Administrator – Platform Lead

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

📋 Description

• Oversee the daily operation and condition of an enterprise ServiceNow platform that supports a Federal Agency.

• 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 efforts for issues related to the platform.

• Define severity levels, gather evidence, assign ownership, determine next actions, set validation criteria, and outline escalation paths.

• Monitor the health and performance of the platform, including scheduled jobs, reports, indexing, queues, automation failures, logs, event signals, and recurring degradation.

• Maintain actionable health dashboards and conduct trend reviews.

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

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

• Coordinate patches, upgrades, feature deployments, and scheduled releases while adhering to change control, release standards, CI/CD practices, rollback readiness, and post-production validation.

• Manage platform regression, functional, integration, performance, and user-acceptance validations.

• Ensure that objective release evidence is complete prior to readiness decisions.

• Execute and maintain security-control evidence, access and provisioning records, logging/auditing documentation, and incident artifacts.

• Report suspected security or privacy incidents through approved channels.

• Keep SOPs, runbooks, knowledge articles, operational schedules, service maps/dependencies, and structured shift handoffs up to date.

• Identify stale or missing artifacts during transitions and convert identified gaps into owned tasks.

• Manage ServiceNow vendor support cases, retain diagnostic evidence, and confirm fixes prior to case closure.

⛳️ Requirements

• A minimum of five years of experience administering and operating enterprise ServiceNow environments, encompassing configuration, platform updates, incident management, integrations, data integrity, and release support.

• ServiceNow Certified System Administrator (CSA) certification.

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

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

• Experience in executing platform access/security controls and supporting ATO/security evidence in a regulated enterprise environment.

• Capable of leading operations, making timely restoration decisions, and coordinating seamless handoffs throughout an extended service window.

• Must be a U.S. citizen.

• Ability to meet High Risk IT background investigation and sensitive information requirements.

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

• Preferred: Credentials in ServiceNow IntegrationHub, ATF, Performance Analytics, or similar qualifications.

• Preferred: Background with CyberArk or equivalent 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 employer contributions that are immediately vested; matching is not required.

• Generous Paid Time Off (PTO) policies.

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

• Ten federal holidays off.

• Pet insurance options available.

• Tuition reimbursement programs.

• Access to internal training programs.

• Company-sponsored industry certification opportunities.

• A collaborative and engaging work environment.

• Team-building activities to enhance workplace camaraderie.

• Opportunities for community volunteering.

• Quarterly HQ days for team engagement.

• Wellness events to promote health and wellbeing.

• Happy hour events for social interaction.

• Family fun events for employee families.