IT Service Management Expert

• *The Ideal Candidate**

We are looking for a highly skilled and experienced ServiceNow Platform Manager to join our team.

The ideal candidate will have a strong background in ServiceNow platform administration, as well as excellent problem-solving skills and the ability to work collaboratively across teams.

Responsibilities

• Manage access to the ServiceNow platform and oversee overall platform security
• Monitor platform performance, including incidents, changes, and requests and reports
• Complete work assigned, including simple configurations, dashboard and report creation, and notification updates
• Oversee the Managed Service provided and act as Tier II subject matter expert to evaluate and recommend optimal solutions
• Participate in all sprint-related ceremonies, including Sprint Planning, Sprint Retrospective, and Backlog Review
• Provide guidance on work prioritization and development/configuration architecture and design feasibility
• Oversee all platform updates according to a defined release schedule
• Lead upgrade, patching, and cloning activities for the ServiceNow environment
• Manage the impact relationship with ServiceNow, ensuring optimal performance and issue resolution
• Lead the development team, providing support, direction, and feedback on processes and improvements
• Perform a quarterly evaluation of the platform to assess performance and utilization
• Conduct licensing reviews and assess utilization metrics
• Attend daily standups to discuss platform status and ongoing tasks
• Drive escalations with ServiceNow or appropriate teams, as necessary
• Oversee knowledge management activities related to the ServiceNow application
• Create and update existing platform documentation to ensure knowledge retention
• Drive the team to fix security issues, as applicable
• Execute compliance-related activities, including updates to Admin SOPs, WI, PPR, DR Attestation, Inspection Readiness, Access Review, BTCARES, and Data Certification
• Complete access approvals, change approvals, and ETQ approvals
• Collaborate with leadership on platform strategy and organizational goals
• Meet with product owners to resolve issues and enhance team relations and cross-collaboration
• Provide feedback on contingent worker resources and monitor platform health
• Watch for ServiceNow communications to understand potential impacts to the platform and ensure risks are properly mitigated
• Serve as an escalation point for unresolved platform issues and propose new standard changes, where feasible
• Participate and guide CMDB governance activities to ensure data integrity and compliance