Operations Engineer ServiceNow Platform Specialist

ServiceNow Platform Administrator Job Description

The role of the Operations Engineer/ServiceNow Platform Administrator is a critical one, as they oversee the effective installation and performance of the ServiceNow platform and infrastructure. This individual will be responsible for discovery, maintaining, monitoring, and analyzing system components, making recommendations to improve the platform and implementing changes based on our release cycle.

The Day-to-Day Responsibilities:

• Support the ServiceNow platform technologies and solutions across the technology environment end-to-end to effectively monitor and manage the reliability and stability of the various product capabilities and application solutions.
• Manage the efficient daily operations and maintenance of the ServiceNow platform with best practices, automation, and orchestration capabilities to ensure effectiveness of the ServiceNow platform.
• Proactively identify areas for improvement and lead the effort in standardizing, streamlining, and enhancing processes that support adoption and growth of ServiceNow.
• Responsible for platform release lifecycle, application deployments, and providing root cause analysis of chronic or repeat incidents on the platform.
• Troubleshoot and configure various technologies within Fisher's Core ServiceNow product.
• Monitor system availability, performance, and service levels.
• Resolve issues, alerts, and incidents in the daily Infrastructure Operations and any issues escalated by technology or partners based on predefined service level agreements. This may require collaboration with other technology partners in network, telecom, and based on system availability, performance, and service levels (tier 2-3 operational support).
• Oversee communication and coordination with users and other groups on lapse in services, performing cause analyses, and receiving patching details and application deployment packages from ServiceNow.
• Escalate unresolved issues accordingly.
• Provide international and 24/7 support with on-call duties and working a flexible off-hours schedule for planned and unplanned maintenance.