What are the responsibilities and job description for the ServiceNow Senior Platform Administrator position at Exl Neo Technologies?

Job Title: ServiceNow Senior Platform Administrator

Location: Chicago, IL (Onsite)

Employment Type: Contract

Job Summary

We are seeking an experienced Senior ServiceNow Platform Administrator to manage, maintain, and optimize the ServiceNow platform. The ideal candidate will be responsible for platform administration, governance, upgrades, security, integrations support, performance monitoring, and overall platform health. This role requires close collaboration with developers, architects, platform owners, and business stakeholders to ensure a stable, scalable, and secure ServiceNow environment.

Key Responsibilities

Platform Administration & Support	Administer and maintain the ServiceNow platform across multiple instances. Manage users, groups, roles, ACLs, and access controls. Configure and maintain platform features, system properties, notifications, and integrations. Monitor platform performance, availability, and health.
Instance Management	Manage development, test, QA, UAT, and production instances. Coordinate instance cloning activities and post-clone validations. Support platform upgrades, patching, and release deployments. Ensure adherence to platform governance and configuration standards.
Security & Compliance	Implement and maintain security best practices. Perform user access reviews and role-based access management. Support audit, compliance, and governance requirements. Monitor and resolve security vulnerabilities and platform risks.
Performance & Monitoring	Monitor system performance and troubleshoot platform-related issues. Analyze logs, diagnostics, and performance metrics. Recommend and implement performance improvements. Manage platform health dashboards and system reporting.
CMDB & Data Management	Support CMDB governance and data quality initiatives. Ensure data integrity and consistency across platform modules. Coordinate data imports, exports, and transformation activities. Support Discovery and integration teams in maintaining accurate configuration data.
Release & Change Management	Coordinate migration of updates between instances. Manage Update Sets, Application Repository deployments, and version control processes. Support change implementation and release planning. Participate in platform governance reviews and CAB activities.
Stakeholder Collaboration	Work closely with ServiceNow developers, architects, process owners, and business teams. Provide technical guidance on platform capabilities and best practices. Support incident resolution and root cause analysis activities. Document configurations, procedures, and operational processes.

Required Skills

8 years of overall IT experience.
Minimum 6 years of ServiceNow platform administration experience.
Strong understanding of ServiceNow platform architecture and administration.
Multi-instance management experience.
Hands-on experience with:
- User Administration
- Access Control Rules (ACLs)
- Instance Management
- Update Sets
- Clone Management
- CMDB Administration
- Service Catalog Administration
- Flow Designer
- Notifications and Email Configurations
Experience supporting ServiceNow upgrades and platform releases.
Knowledge of ServiceNow security and governance best practices.
Strong troubleshooting and problem-solving skills.
Experience working in Agile and ITIL-based environments.

Preferred Skills

Experience with ITSM, ITOM, SPM, IRM, HRSD modules.
Understanding of Discovery, Service Mapping, and Integration Hub.
Knowledge of REST/SOAP APIs and integration concepts.
Experience with Performance Analytics and Reporting.
Understanding of ServiceNow platform monitoring and health frameworks.

Certifications

ServiceNow Certified System Administrator (CSA) - Mandatory
ServiceNow Certified Application Developer (CAD) - Preferred
ServiceNow Certified Implementation Specialist (Any Module) - Preferred
ITIL Foundation Certification - Preferred

Key Competencies

Platform Governance
ServiceNow Administration
Stakeholder Management
Incident and Problem Resolution
Release Management
Security Administration
CMDB Governance
Process Improvement
Communication and Documentation
Team Collaboration

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