- Manage platform upgrades and patch deployments following strict change control procedures
- Configure and maintain system properties, email, integrations, scheduled jobs, and platform security settings
- Implement and enforce access controls, user roles, and authentication mechanisms compliant with security policies
- Monitor system performance, capacity, and availability metrics; proactively address bottlenecks and issues
- Develop and maintain platform documentation, runbooks, and standard operating procedures
- Lead incident response for platform-level issues and participate in change advisory board (CAB) processes
- Provide technical guidance and training to other team members and end users
- Maintain compliance with federal security standards including NIST, FedRAMP, or DoD requirements as applicable
- ServiceNow Certified System Administrator (CSA) highly preferred
- 5+ years ServiceNow platform administration experience
- Strong understanding of ITIL processes and IT service management principles
- Experience with air-gapped or classified networks strongly preferred
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