Senior Platform Administrator - ServiceNow

Job Summary :

The ServiceNow Senior Platform Administrator is responsible for the administration, governance, maintenance, optimization, and continuous improvement of the ServiceNow platform.

This role serves as the technical lead for platform operations, ensuring platform stability, security, availability, and performance while enabling new capabilities across ITSM, ITOM, CMDB, Employee Experience, and workflow automation.

The individual collaborates with business stakeholders, developers, architects, and support teams to manage platform upgrades, configurations, integrations, and governance standards that support enterprise service delivery.

Major Responsibilities :

Platform Administration & Governance :

- Administer and maintain the ServiceNow platform, ensuring high availability, performance, reliability, and security.

- Manage system configurations, user administration, groups, roles, ACLs, and platform access controls.

- Establish and enforce platform governance, standards, and best practices.

- Monitor platform health, performance metrics, and capacity utilization.

Platform Operations & Maintenance :

- Coordinate ServiceNow upgrades, patching, and release management activities.

- Validate platform functionality through testing and post-upgrade reviews.

- Manage instance cloning activities and environment strategy across Development, Test, and Production environments.

- Troubleshoot and resolve platform-related issues, incidents, and service disruptions.

Configuration & Enhancement :

- Configure workflows, business rules, notifications, forms, service catalogs, and knowledge management solutions.

- Support implementation and enhancement of ServiceNow modules such as ITSM, ITOM, CMDB, Employee Center, Service Catalog, Knowledge Management, HR Service Delivery, and Asset Management.

Security & Compliance :

- Ensure platform compliance with organizational security standards and audit requirements.

- Manage role-based access controls and security configurations.

- Conduct periodic reviews of platform security and operational controls.

- Support regulatory and compliance audits.

Integration & Automation :

- Support integrations between ServiceNow and enterprise applications.

- Manage Integration Hub, MID Servers, APIs, and data synchronization processes.

- Leverage workflow automation to improve operational efficiency and reduce manual effort.

Reporting & Continuous Improvement :

- Develop and maintain dashboards, reports, and platform performance metrics.

- Identify opportunities for process automation and service improvement.

- Drive initiatives that improve employee and customer service experiences.

Stakeholder & Team Collaboration :

- Serve as a trusted advisor to platform users and business stakeholders.

- Work closely with developers, architects, process owners, and support teams.

- Provide mentorship and technical guidance to junior administrators and analysts.

- Participate in enterprise transformation and ServiceNow roadmap planning activities.

AI & Innovation :

- Support deployment of ServiceNow AI capabilities including Virtual Agent, Predictive Intelligence, AI Search, Now Assist, and Generative AI capabilities.

- Identify opportunities to improve service delivery through AI-powered automation and self-service.

Professional Qualifications/Experience :

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

- ServiceNow Certified System Administrator (CSA) required or strongly preferred.

- ServiceNow Certified Implementation Specialist (CIS) certifications preferred.

- ITIL Foundation Certification preferred.

- 10+ years of overall IT experience.

- 4 - 6+ years of hands-on ServiceNow administration and platform support experience.

- Experience administering enterprise-scale ServiceNow environments supporting thousands of users.

- Working knowledge of JavaScript, REST APIs, and ServiceNow scripting concepts.

- Experience working in Agile and DevOps environments.

- Strong communication, stakeholder management, analytical, and problem-solving skills.

Skills

ServiceNow, ServiceNow ITSM, ITOM, CMDB, Javascript, ITIL, ServiceNow Integration, System Administration, REST API