ServiceNow Platform Operations Analyst

🔥 0 minutes ago

🇺🇸 United States – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Astrica

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

💼 Consulting

🤝 B2B

🤖 Artificial Intelligence

💰 Seed on 2022-02

Consulting • B2B • Artificial Intelligence

Astrica is a ServiceNow-focused consulting firm and partner that helps organizations design, implement, and manage ServiceNow solutions with an explicit emphasis on applying AI to improve employee and customer experiences. Born in the “AI era,” Astrica offers ServiceNow strategy, implementation, managed innovation/managed services, and a Value Amplification Clinic to accelerate platform value across HR, Finance & Supply Chain, Customer Service Management and other enterprise functions. It targets enterprise sectors such as financial services, government, higher education, and healthcare, and positions itself as a team of industry veterans and ServiceNow experts to deliver AI-powered, industry-aligned ServiceNow architecture and ongoing managed services.

📋 Description

• Administer and maintain ServiceNow platform environments for stability, security, performance, and compliance with FedRAMP and organizational security requirements • Provision, configure, clone, and manage Development, Test, UAT, and Production ServiceNow instances • Perform ServiceNow family upgrades, patching, and platform maintenance • Monitor platform health, analyze performance, troubleshoot issues, and implement availability and scalability improvements • Install, upgrade, migrate, and maintain MID Server infrastructure • Provide Tier 2/3 support for platform incidents, perform root cause analysis, and implement preventive solutions • Participate in an on-call rotation for platform operations and production incidents • Execute platform data sanitization procedures • Administer RBAC, user permissions, vulnerability remediation, and platform security compliance • Activate, govern, and support ServiceNow plug-ins • Identify automation opportunities and use ServiceNow platform management capabilities to improve efficiency • Configure LDAP imports for user provisioning • Complete Agile stories and manage work items using Jira/Agile Hive • Coordinate platform changes through Change Management, including impact analysis, testing, deployment planning, and rollback procedures • Develop and maintain architecture diagrams, operational procedures, runbooks, SOPs, and knowledge articles • Collaborate with administrators, developers, architects, and business stakeholders on platform improvements and strategic roadmap initiatives

🎯 Requirements

• 5+ years of hands-on ServiceNow administration or platform operations experience supporting enterprise ServiceNow environments • Strong experience administering multiple ServiceNow instances, including Development, Test, UAT, and Production environments • Experience performing ServiceNow family upgrades, patching, cloning, instance provisioning, and platform lifecycle management • Experience administering MID Servers, including installation, migration, upgrades, and troubleshooting • Strong understanding of ServiceNow platform security, including RBAC, user administration, security hardening, and compliance best practices • Experience supporting high-volume production environments with strong troubleshooting and performance optimization skills • Knowledge of ServiceNow platform monitoring, health checks, performance tuning, and system diagnostics • Experience supporting Agile development methodologies using Jira or Agile Hive • Familiarity with ITIL processes, including Incident, Problem, Change, and Release Management • Experience managing ServiceNow plug-ins, including governance, lifecycle management, documentation, and operational readiness • Experience with ServiceNow Platform Management capabilities and platform automation • Strong analytical and problem-solving skills • Excellent communication and documentation skills • ServiceNow Certified System Administrator (CSA) preferred • Additional ServiceNow certifications (CAD, CIS, etc.) preferred • ITIL Foundation Certification preferred • Experience supporting FedRAMP, CMMC, NIST, GDPR, or other regulated environments preferred • Experience with ServiceNow’s Zero Trust or other IP Access Controls preferred • Experience working with HI/HIWAVE ticketing system preferred • Fluent in JavaScript preferred • Ability to participate in an on-call rotation • Occasional travel of up to 10% may be required • Must answer whether work sponsorship is required • Must provide ServiceNow portal verification e-mail ID

🏖️ Benefits

• Remote-first work arrangement • Flexible working schedule • Occasional on-site client work, with travel up to 10% based on client needs • Collaborative culture • Continuous learning • Creative problem-solving opportunities • Equal opportunity workplace

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