Overview
This role will be overseeing ServiceNow Platform administration work. The role is expected to automate the regular maintenance task and help in ensuring platform scalability & availability. This role will also be responsible for managing weekly release.
Responsibilities
Platform Administration & Maintenance
- Administer and maintain ServiceNow instances (Dev, Test, UAT, Prod) ensuring optimal performance, availability, and security.
- Monitor instance health and respond to alerts, platform issues, or performance anomalies proactively.
- Manage cloning activities, patching, upgrades, and coordinate with ServiceNow support when required.
Configuration & Access Management
- Configure platform settings, update sets, UI policies, ACLs, and roles as per governance guidelines.
- Manage user, group, and role administration, ensuring compliance with access policies and segregation of duties.
Change Management & Release Coordination
- Participate in change advisory boards (CABs) and enforce platform change management processes.
- Coordinate deployment of update sets, validate post-deployment results, and maintain deployment records
Support & Sustain Transition
- Support L2-level incident resolution and provide technical leadership to sustain and support teams.
- Facilitate transition from implementation teams to sustain by validating documentation, configurations, and monitoring setup.
Governance & Best Practices
- Promote adherence to ServiceNow best practices, performance guidelines, and coding standards across teams.
- Partner with developers, architects, and product owners to enforce platform guardrails and governance processes.
Documentation & Knowledge Management
- Maintain platform documentation, including architecture diagrams, environment inventories, access logs, and configuration records.
- Create and update runbooks, SOPs, and knowledge articles for operations and support teams.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Minimum 8+ years of ServiceNow administration experience, including exposure to enterprise-scale environments.
- ServiceNow Certified System Administrator certification is required.
- ServiceNow Certified Implementation Specialist (any module) or Platform Implementation certification is an advantage.
- Experience in platform governance, operations, and sustain models is highly desirable.
