Primary Responsibilities:

- Provide operational support and administration for two enterprise ServiceNow production instances serving over 300,000 users across commercial and federal environments, maintaining platform availability, stability, and security in alignment with organizational SLAs
- Participate in a rotating on-call schedule for both Corp and GOV instances, responding to platform incidents, integration failures, and service degradations outside of business hours with urgency and documented resolution
- Execute ServiceNow platform upgrades and patching across all SDLC and production environments, including pre-upgrade preparation, clone down operations, post-upgrade validation, and critical fix coordination in conjunction with Delivery Management
- Perform routine platform administration including non-user and service account management, group and permission administration, certificate lifecycle management, and license tracking across both instances
- Monitor and support over 1,000 active integrations across REST, SOAP, and basicAuth connection types, triaging failures, coordinating with integration owners, and escalating vendor cases as appropriate
- Administer and maintain MID server infrastructure supporting platform-to-network communication and integration connectivity
- Conduct ServiceNow health scan analysis and drive remediation of identified findings in coordination with platform architects and development teams
- Support clone down operations across the full SDLC stack including pre-clone coordination with development teams, execution of post-clone scripts, and validation of environment integrity following each clone cycle
- Contribute to platform knowledge management by authoring, reviewing,



and maintaining operational runbooks, procedural documentation, and troubleshooting articles
- Track and coordinate remediation of platform vulnerability items across both Corp and GOV instances in alignment with security and compliance requirements
- Support ESM Operations project delivery and development workstreams as a contributing team member, including automation initiatives, tooling improvements, and platform governance efforts
- Operate within the Platform Gate Framework governance process, ensuring all work progressing through development environments meets readiness criteria prior to production promotion
- Analyzes and investigates
- Provides explanations and interpretations within area of expertise
- Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements

Required Qualifications:

- Graduate degree or equivalent experience
- 3 years of experience in ServiceNow platform administration or operations in a production enterprise environment
- Experience with ServiceNow on-call support, incident response, and platform triage in a high-availability environment
- Hands-on experience executing ServiceNow upgrades and patching including clone operations and setting management across a full SDLC stack




- Experience administering user accounts, groups, roles, and permissions within ServiceNow at an enterprise scale
- Familiarity with integration monitoring and support across common connection types including REST, SOAP, and basicAuth
- Proficiency in JavaScript for ServiceNow scripting including background scripts, business rules, and automated workflows
- Proven solid written communication skills with the ability to produce clear incident documentation, runbooks, and stakeholder-facing updates
- Proven ability to operate independently in a high-availability environment, prioritize competing demands, and escalate appropriately under pressure

Preferred Qualifications:

- Experience working in or adjacent to FedRAMP-aligned or federally compliant environments
- Experience with credential vaulting platforms such as Delinea or CyberArk in the context of integration security
- Experience with ServiceNow Performance Analytics, Flow Designer, or Integration Hub
- Experience supporting NOW Assist, Virtual Agent, or other ServiceNow AI and automation capabilities
- Knowledge of ITIL practices as applied to platform operations and change management
- Familiarity with MID server administration and configuration
- Familiarity with monitoring and observability tooling such as Splunk or Grafana in a ServiceNow context

Role: Technical Lead, Industry Type: Analytics / KPO / Research, Department: Engineering - Software & QA, Employment Type: Full Time, Permanent Role Category: Software Development Education UG: Any Graduate read more

Key Skills Skills highlighted with ‘‘ are preferred keyskills CSAServicenow AdministrationPatching

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