Overview of the role
This is a senior-level ServiceNow administration role focused on maintaining a stable, secure, compliant, and reliable enterprise ServiceNow platform. The position requires strong hands-on technical expertise, production support experience, platform governance, and disciplined change management.
Mandatory qualifications
- Overall IT experience: Minimum 10 years.
- ServiceNow experience: Minimum 5 years of hands-on ServiceNow administration and module experience.
- Enterprise support: Experience supporting large-scale ServiceNow environments and business-critical production operations.
- Location: Must be based in the United States or Canada, in the Eastern or Mountain time zone, and available during the corresponding business hours.
- Communication: Strong written and verbal communication, with clear documentation of technical changes, risks, decisions, and controls.
Required technical skills
- ServiceNow administration
- User, group, role, credential, and access management; configuration and administration of the platform.
- Upgrades and maintenance
- Patching, installations, upgrades, environment refreshes, release validation, and post-upgrade support.
- ServiceNow modules
- Practical experience across multiple modules, including:
- ITSM (IT Service Management)
- CMDB (Configuration Management Database)
- ITOM (IT Operations Management)
- CSM (Customer Service Management)
- HRSD (HR Service Delivery)
- ITAM (IT Asset Management)
- Service Catalog and Knowledge Management
- Incident, Problem, Change, and Request Management
- Security and access controls
- Roles, groups, ACLs (Access Control Lists), privileged access, authentication, audit logs, and controlled production access.
- Troubleshooting and legacy support
- Diagnose issues using logs, diagnostics, job history, integration monitoring, scripts, workflows, plugins, and older customizations.
Production support, risk, and governance
The role places significant emphasis on safe and controlled production operations.
Key responsibilities include:
Executing controlled deployments and maintaining release documentation.
Preparing rollback plans and retaining evidence of production changes.
Following formal IT service management, change management, security, and audit processes.
Maintaining separation between development, testing, approval, and production responsibilities where applicable.
Escalating security concerns, policy deviations, control exceptions, and production risks promptly.
Following documented procedures and maintaining audit-ready records.
Supporting access reviews, compliance audits, and platform governance.
What this means: The employer wants someone who can manage the technical platform while protecting production stability, security, and compliance.