ServiceNow Platform Administrators

Key Responsibilities

1. Platform Administration & Maintenance

• Perform instance administration, user access management, and role/ACL configuration

• Apply platform patches, upgrades, and hotfixes

• Monitor platform health and availability

• Manage configuration and change control processes

Outcome: Stable, secure, and up-to-date ServiceNow instances with minimal downtime.

2. Governance & Compliance

• Enforce platform governance policies and best practices

• Ensure compliance with internal security and audit requirements

• Maintain controlled and consistent configuration standards

Outcome: Controlled, compliant, and well-governed platform environment.

3. Monitoring & Performance Optimization

• Monitor instance performance, logs, and system errors

• Conduct performance tuning and resource optimization

• Investigate incidents and perform root cause analysis

Outcome: High-performing platform with minimal bottlenecks.

4. Support for Developers & Operations Teams

• Provide sandbox environments and technical guidance

• Support workflow, scripting, and integration testing

• Maintain up-to-date documentation and knowledge repositories

• Support adoption, training, and BAU processes

Outcome: Efficient development lifecycle and operational continuity.

Key Challenges

• Managing multiple ServiceNow instances and environments

• Balancing upgrades with operational stability

• Rapidly evolving compliance and regulatory requirements

• Coordinating cross-functional teams and change activities

• Ensuring performance during peak loads

• Keeping documentation aligned with continuous system changes

Requirements

Education

• Degree in Computer Science or related discipline

Experience

• 6–10+ years of hands-on ServiceNow platform administration experience

• Experience managing enterprise-level instances, upgrades, governance, and complex configurations

• Senior-level experience overseeing platform strategy and mentoring junior administrators

Certifications

• ServiceNow Certified System Administrator

• ServiceNow Certified Application Developer

• ITIL Foundation (v3 or later)

Technical Skills & Competencies

• Deep expertise in ITSM, ITOM, ITAM, CMDB, and ROC modules

• Strong knowledge of Incident, Change, Problem, Request, Discovery, Service Mapping, Event Management, SAM, and HAM

• Platform and instance management

• User access, roles, and ACL configuration

• Upgrade and patch management

• Monitoring and performance tuning

• Configuration and change management

• Governance, compliance, and audit controls

• Strong collaboration and stakeholder management skills