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.
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