We are seeking a senior-level candidate with extensive hands-on experience. The ideal professional must have worked on at least 5 distinct ServiceNow SPM implementation or upgrade projects, providing them with deep, practical insights into the full lifecycle and operational challenges of the platform.
Key Responsibilities:
- Administer, monitor, and maintain ServiceNow SPM applications in production environments.
- Perform platform upgrades, patches, and health checks with specific focus on SPM module integrity.
- Troubleshoot and resolve performance issues using structured methodology (logs, profiling, transaction analysis).
- Handle incident management with logical, systematic problem-solving approaches.
- Implement and maintain operational best practices for SPM modules, including data governance.
- Manage SPM-specific integrations in production (monitoring, error handling, performance optimization).
- Collaborate with development teams on deployment and release activities.
Technical Requirements (Practical Experience Must-Haves):
- SPM Operations & Project Experience: Hands-on experience with at least 4 to 5 SPM module upgrades/migrations across different client or enterprise projects. Must have been involved in the operational sustainment of SPM in at least 5 distinct project environments.
- Performance Troubleshooting: Proven ability to diagnose and resolve SPM performance issues (slow dashboards, reports, integrations).
- Integration Operations: Production experience managing SPM integrations with understanding of:
- Idempotency, retry logic, error handling queues.
- External ticket mapping and sync mechanisms.
- REST vs SOAP operational considerations.
- Administration: Deep knowledge of SPM-specific ACLs, properties, and data maintenance procedures.
- Incident Resolution: Structured approach to troubleshooting (minimum 4/5 rating expectation).
Soft Skills & Ratings Expectation:
- Logical problem-solving: 4/5 or higher.
- Communication clarity: 4/5 or higher.
- Ability to explain technical concepts with practical examples drawn from multiple project experiences.
