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.
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