ServiceNow Platform Administrator

Job Summary

We are seeking a ServiceNow Platform Administrator to own the operational health, hygiene, and day-to-day administration of BVs enterprise ServiceNow platform. This role is responsible for ensuring the platform remains stable, secure, performant, and aligned to enterprise governance standards.

Reporting to the Director of D&IT Business Systems, this role serves as the operational backbone of the platform, handling instance management, access governance, release coordination, monitoring, and platform hygiene across multiple domains (ITSM, ITAM (SAM/HAM), ITOM, IRM, SecOps, SPM, CMDB).

The position operates on a follow-the-sun model (overlapping coverage), providing operational coverage that complements onshore teams and ensures continuous platform availability for global BV users.

This is primarily an administration role (80%), with 20% allocated to light development work, supporting small enhancements, simple workflow configurations, and minor scripting tasks as backlog demand requires.

Key Responsibilities

Platform Administration & Operations (Primary Focus - 80%)

Instance Management & Platform Health

• Monitor platform health, performance, and availability across production and non-production instances
• Manage scheduled jobs, system logs, and platform monitoring dashboards to proactively identify and resolve issues
• Coordinate family upgrades, patches, and instance clones in partnership with ServiceNow and internal teams
• Support performance tuning, query optimization, and platform hygiene initiatives

User Access & Security Administration

• Manage users, groups, roles, ACLs, and access controls in alignment with security policies
• Conduct periodic access reviews and support audit requests
• Enforce separation of duties, least-privilege access, and SOX/compliance controls as applicable
• Maintain SSO/SAML integration, MFA, and authentication configurations

Release & Environment Management

• Manage Update Sets, application repositories, and deployment pipelines across DEV → TEST → PROD
• Coordinate release windows, change management approvals, and deployment validation
• Maintain instance synchronization, data refreshes, and environment readiness for development and UAT teams
• Support rollback procedures and emergency change protocols

Operational Support & Incident Triage

• Serve as first-line operational support for platform-related incidents and service requests
• Triage, troubleshoot, and resolve L2/L3 platform issues within defined SLAs
• Partner with ServiceNow Technical Support (NowSupport) for HI cases, vendor escalations, and product defects
• Maintain incident logs, root-cause analysis, and post-incident documentation

Platform Governance & Documentation

• Maintain admin runbooks, standard operating procedures, and platform documentation
• Enforce configuration standards, naming conventions, and platform best practices
• Maintain and support CMDB hygiene, baseline configuration audits, and platform governance reviews
• Contribute to knowledge articles and internal training materials

Light Development & Configuration (Secondary Focus - 20%)

• Support small enhancements and configuration changes (Business Rules, Client Scripts, UI Policies, ACLs)
• Build and maintain simple Flow Designer flows, subflows, and notifications
• Configure forms, lists, views, catalog items, and dashboards as needed
• Assist with minor scripting tasks under the guidance of senior developers
• Coordinate with Developers and Capability Leads to ensure consistency with platform standards

Follow-the-Sun Operational Coverage

• Provide overlapping operational coverage with onshore (US-based) teams
• Participate in handoff protocols, shift transitions, and global on-call rotations
• Maintain clear documentation of in-flight issues, pending tasks, and escalation status during handoffs
• Support off-hours releases, urgent incidents, and global business continuity as required

Management Responsibilities

Preferred Qualifications

• • Minimum 3 years of hands-on ServiceNow platform administration experience
  • ServiceNow Certified System Administrator (CSA)
  • Strong understanding of ServiceNow platform architecture, data model, and core tables
  • Experience managing users, groups, roles, ACLs, and access controls
  • Hands-on experience with Update Sets, application scoping, and release management
  • Experience with instance upgrades, cloning, and patch management
  • Working knowledge of JavaScript for light scripting (Business Rules, Client Scripts, UI Policies)
  • Experience with Flow Designer, workflows, and basic automation
  • Experience working in Agile delivery environments and ITIL-aligned operations
  • Excellent communication and documentation skills (English proficiency required for global team collaboration)

  Preferred

  • ServiceNow Certified Implementation Specialist (CIS) in any module (e.g., CIS-ITSM)
  • ITIL v4 Foundation certification
  • Experience with:
  • CMDB administration, Discovery, and Service Mapping
  • Integration management (REST/SOAP, IntegrationHub, MID Server)
  • Performance Analytics and reporting administration
  • Experience operating in a follow-the-sun support model with global teams
  • Familiarity with enterprise change management and compliance practices
  • Experience supporting platforms in regulated or large-scale enterprise environments

Minimum Qualifications

Certifications

Work Environment/Physical Demands

Competencies

Salary Plan

Job Grade