ServiceNow Platform Administrator

Introduction:

The ServiceNow Platform Administrator will be responsible for the day-to-day administration, maintenance, and operations of the ServiceNow platform. They will work closely with stakeholders to gather requirements, support enhancements, and ensure the platform meets business needs efficiently and effectively.

Responsibilities:

• Perform day-to-day administration, maintenance, and operations of the ServiceNow platform.
• Administer users, groups, roles, ACLs, and overall platform configuration.
• Manage platform updates, patches, releases, instance clone activities, and upgrades.
• Monitor platform performance, instance health, and ServiceNow emails and incident tickets requesting technical assistance.
• Submit updates to common data elements: categorizations, application data, location data, user data, knowledgebase articles, support group roles, report design, and CMDB.
• Perform monthly ServiceNow SOX audit activities as defined by USPS.
• Maintain ServiceNow foundation data and ensure data quality.
• Plan, design, and implement new applications and configurations, including organizational group roles and Change Coordinator groups as needed.
• Configure and support workflows, business rules, forms, catalogs, reports, dashboards, and notifications.
• Recommend and create application configurations, standards, and administrative evaluations based on functional specifications and application reviews.
• Confirm that all configurations conform to USPS standards.
• Implement assigned Change Requests.
• Perform CAT/functionality tests prior to production implementations.
• Support system interfaces, eBonding, and internal services (e.g., eAccess).
• Coordinate and support integration between ServiceNow and other enterprise systems.
• Provide architectural guidance for platform design, integration strategy, and long-term maintainability.
• Support REST API integrations, data imports/exports, Transform Maps, MID Server, and Integration Hub.
• Provide administration and operations support across the full ServiceNow suite, including Incident Management, Problem Management, Change Management, Service Catalog, Service Level Management, and Asset Management.
• Provide Change Management administration, oversight, and operational support.
• Perform Risk Management oversight.
• Unit test systems and provide SIT/CAT plans and assistance.
• Support Automated Test Framework (ATF), regression testing, and customer acceptance testing.
• Document and verify that all work meets USPS standards.
• Act as an escalation point for USPS ServiceNow support for end-user inquiries and consultation.
• Perform application and end-user support; serve as a ServiceNow Subject Matter Expert (SME).
• Provide ServiceNow education and training to end users and stakeholders.
• Collaborate with stakeholders to gather requirements, support enhancements, and participate in solution reviews.
• Provide new development requirements as needed.

Requirements:

Required Qualifications:

• Current ServiceNow Certified System Administrator (CSA) certification is required.
• A minimum of eight (8) to twelve (12) years of relevant experience.
• A degree from an accredited college or university in an applicable field is required. If the degree is not in an applicable field, four (4) additional years of related experience are required.
• Experience with core ServiceNow modules, including Incident, Problem, Change, Request, Knowledge, and CMDB.
• Experience administering the ServiceNow platform, including users, groups, roles, ACLs, and overall platform configuration.
• Experience configuring and supporting workflows, business rules, forms, catalogs, reports, dashboards, and notifications.
• Experience managing platform updates, releases, instance clone activities, patches, and upgrades.
• Experience monitoring platform performance, instance health, and maintenance activities.
• Experience supporting integrations between ServiceNow and other enterprise systems.
• Experience collaborating with stakeholders to gather requirements, support enhancements, and participate in solution reviews.
• Experience maintaining platform governance, compliance, data quality, documentation, and SOX audit activities.
• Experience providing end-user support, training, and operational guidance.
• Working knowledge of JavaScript and ServiceNow development concepts sufficient to support technical review and solution guidance.
• Experience supporting Automated Test Framework (ATF), regression testing, and customer acceptance testing.
• Experience providing architectural guidance for platform design, integration strategy, and long-term maintainability.
• Knowledge and experience with SDLC practices and Agile methodologies.
• Knowledge and experience with Change Management, Configuration Management, and Application Lifecycle Management (ALM).
• Knowledge and experience of Problem and Risk Management.
• Proficiency in MS Office Suite.
• Ability to leverage AI tools (e.g., GitHub Copilot, Playwright) to improve productivity and solution quality.
• Strong oral and written communication skills, including the ability to present to management and communicate effectively with both business and technical audiences.
• Strong facilitation skills to lead discussions across multiple groups and technical development teams.
• Strong troubleshooting, organizational, and rapid task-switching skills.
• Proven ability to work independently with minimal direction.
• Detailed knowledge of applicable security policies and standards.

Preferred Qualifications:

• ITIL certification.
• Experience in two (2) or more of the following ServiceNow module areas:
  • Core Platform / ITSM modules: Incident, Change, Problem, Knowledge Management, and CMDB/CSDM
• SPM modules: Demand and Project Portfolio Management (PPM)
• Additional modules: ITOM, SecOps, and CSM
• REST API integrations, data imports/exports, Transform Maps, MID Server, and Integration Hub