ServiceNow Platform Ops Analyst

Job Title: ServiceNow Platform Ops Analyst

Duration: up to 12 months Contract with possible extensions

Location: Remote work / Work From Home

Work Schedule: 4/10 – 1st Shift, Monday to Thursday; 10 hours per day.

Pay Rate: $86.96/hr on W2 [the pay rate may differ depending on your skills, education, experience, and other qualifications]

Featured Benefits:

·         Medical Insurance in compliance with the ACA

·         401(k)

·         Sick leave in compliance with applicable state, federal, and local laws

Job Description:

·         The ServiceNow Platform Ops Analyst role is responsible for provisioning and maintaining the core ServiceNow platform as well as participating in an on-call rotation.

·         This includes troubleshooting and securing ServiceNow instances, writing and updating knowledge base articles, working with stakeholders to improve existing processes and solutions.

·         The analyst will work with team members to maintain multiple ServiceNow applications in a large ecosystem.

·         As a ServiceNow analyst and administrator, resource should be familiar with various ServiceNow versions, capabilities/entitlements, patching/upgrading to newer versions with minimal impact, and maintaining a high-volume environment.  

·         Additionally, we are looking for someone with a s/w development background, as this will support the ability to further automate existing processes, as well as perform development/scripting on the platform.

Responsibilities include, but not limited to:  

·         Ensure stability and security of the platform while staying compliant with our FedRamp obligations 

·         Keeping the platform current, performing family upgrades and patching 

·         Executing our data sanitization process on the platform when Users inadvertently enter either Classified or a level of LMPI data that should not reside on the Platform

·         Completion of assigned Agile-hive stories in JIRA

·         Self-management of assigned Agile-Hive stories on the Platform Ops JIRA board

·         More Specifically/Details of expectations for Platform Operations Role:

1. Platform Provisioning & Instance Management

·         Create and configure ServiceNow instances (development, test, UAT, production) per project requirements.

·         Manage instance lifecycle: cloning, data imports/exports, and decommissioning.

·         Apply and verify platform licenses, ensuring compliance with licensing agreements.

·         Upgrade, Migrate and Manage MID Server Hosts and MID Servers.

2. Performance Monitoring & Optimization

·         Implement and supervise performance dashboards (e.g. CPU, memory, response time, transaction logs).

·         Conduct regular health checks and tune database indexes, cache settings, and scheduled jobs.

·         Identify and remediate bottlenecks, degraded services, or capacity constraints.

·         Leverage ServiceNow provided tools for Platform Management 

·         Identify, design, develop-configure and implement automations

·         Provide recommendations for platform roadmap

3. Security & Compliance

·         Administer role based access control (RBAC), groups, and user permissions.

·         Conduct security audits, vulnerability scans, and patch management.

·         Ensure compliance with corporate security policies, ITIL, GDPR, CMMC, and other regulatory frameworks.

4. Incident, Problem & Change Management

·         Serve as Tier 2/3 support for platform related incidents; troubleshoot and restore service within SLA.

·         Lead root cause analysis for recurring platform issues and implement preventive measures.

·         Coordinate platform changes (patches, upgrades, hotfixes) through the Change Management process, including impact analysis and back out plans.

·         Manage assigned HIWAVE Cases to efficient closure.

5. Release & Upgrade Management

·         Plan and execute platform upgrades and patches.

·         Validate upgrade readiness, identify and author test cases, perform regression testing, and document release notes.

6. Documentation & Knowledge Management

·         Maintain up to date platform architecture diagrams, configuration baselines, and SOPs.

·         Publish knowledge articles for administrators and end users on platform features and troubleshooting steps.