| Platform Administration & Support | - Administer and maintain the ServiceNow platform across multiple instances.
- Manage users, groups, roles, ACLs, and access controls.
- Configure and maintain platform features, system properties, notifications, and integrations.
- Monitor platform performance, availability, and health.
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| Instance Management | - Manage development, test, QA, UAT, and production instances.
- Coordinate instance cloning activities and post-clone validations.
- Support platform upgrades, patching, and release deployments.
- Ensure adherence to platform governance and configuration standards.
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| Security & Compliance | - Implement and maintain security best practices.
- Perform user access reviews and role-based access management.
- Support audit, compliance, and governance requirements.
- Monitor and resolve security vulnerabilities and platform risks.
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| Performance & Monitoring | - Monitor system performance and troubleshoot platform-related issues.
- Analyze logs, diagnostics, and performance metrics.
- Recommend and implement performance improvements.
- Manage platform health dashboards and system reporting.
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| CMDB & Data Management | - Support CMDB governance and data quality initiatives.
- Ensure data integrity and consistency across platform modules.
- Coordinate data imports, exports, and transformation activities.
- Support Discovery and integration teams in maintaining accurate configuration data.
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| Release & Change Management | - Coordinate migration of updates between instances.
- Manage Update Sets, Application Repository deployments, and version control processes.
- Support change implementation and release planning.
- Participate in platform governance reviews and CAB activities.
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| Stakeholder Collaboration | - Work closely with ServiceNow developers, architects, process owners, and business teams.
- Provide technical guidance on platform capabilities and best practices.
- Support incident resolution and root cause analysis activities.
- Document configurations, procedures, and operational processes.
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