Job Description

1. Platform Administration  (50%) 

• Perform day-to-day administration of the ServiceNow platform supporting the CEOS SPM implementation.  

• Manage users, roles, groups, access controls, and data integrity.  

• Maintain platform configurations, properties, and system settings in alignment with governance standards.  

• Monitor system health, performance, and logs to proactively identify and resolve issues.  

2. Upgrades & Release Management (20%) 

• Plan, execute, and support ServiceNow platform upgrades, patches, and hotfixes.  

• Manage release cycles, including scope definition, scheduling, testing coordination, and deployment.  

• Validate upgrade impacts on CEOS customizations, integrations, and SPM modules.  

• Coordinate with development and support teams to ensure smooth release execution and rollback readiness.  

3. Environment Management (10%) 

• Administer and maintain ServiceNow environments (e.g., Development, Test, UAT, Production).  

• Coordinate environment refreshes, clones, and data management activities.  

• Ensure configuration and data consistency across environments.  

• Support released promotion activities between environments.  

4. Change, Risk, and Governance Support  (10%)

• Enforce platform governance, standards, and best practices.  

• Review and validate changes for technical quality, risk, and platform alignment.  

• Support change management processes related to platform updates and releases.  

• Maintain technical documentation related to platform configuration, upgrades, and administration.  

5. Collaboration & Support Enablement (10%) 

• Partner with the Support Manager to resolve platform-level incidents and issues.  

• Provide administrative and technical guidance to developers and support resources.  

• Assist in root cause analysis for recurring or complex platform issues.  

• Support continuous improvement initiatives focused on platform stability and performance.  

• Recognize situations that warrant initiative and move forward proactively; ask questions/support without hesitation; reasonably resolves issues, problems, or situations and look to improve.

• Take ownership and responsibility for actions and decisions. Do not rely on hierarchy to get tasks done.

• Work with the team to achieve goals and deliverables by listening and responding to team members’ ideas and by giving honest and constructive feedback. Make decisions based on what is best for the team not what is best for you. 

• Able to communicate effectively through active listening and honest, transparent conversations. 

• The ability to identify and define a problem, generate alternative options, and evaluate a select the best solution. 

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.  

• 4+ years of hands-on ServiceNow platform administration experience.  

• Strong experience with ServiceNow upgrades, releases, and platform maintenance.  

• Working knowledge of ServiceNow Strategic Portfolio Management (SPM) or related modules (PPM, Demand, Project).  

• Experience managing users, roles, ACLs, and system configurations.  

• Familiarity with ServiceNow development lifecycle and release processes. 

• Strong attention to detail and platform discipline  

• Excellent problem-solving and troubleshooting skills  

• Ability to manage multiple releases and priorities concurrently  

• Clear and effective technical communication  

• Strong understanding of ServiceNow architecture and best practices  

• Collaborative mindset with a focus on platform stability and reliability 

• Successful execution of platform upgrades and releases with minimal disruption  

• High platform availability and performance for CEOS users  

• Reduction in upgrade- and release-related defects or incidents  

• Strong adherence to platform governance and standards  

• Positive feedback from delivery, development, and support teams