ServiceNow Platform Admin

What Working at Hexaware offers:

Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.

Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance.

With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware s commitment towards creating smiles.

At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together.

We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion the driving force that makes one smile and innovate, create, and make a difference every day.

The Hexaware Advantage: Your Workplace Benefits

Excellent Health benefits with low-cost employee premium.

Wide range of voluntary benefits such as Legal, Identity theft and Critical Care Coverage

Unlimited training and upskilling opportunities through Udemy and Hexavarsity

Who we are?

At Hexaware Technologies, we are a leading global IT Services company, dedicated to driving digital transformation and innovation for businesses around the world. Founded in 1990, Hexaware has grown into a global trusted partner for enterprises, offering comprehensive AI empowered services including IT Consulting, Application Development, Infrastructure and Cloud Management and Business Process services.

At Hexaware we are a community of creative, diverse, and open-minded Hexawarians creating smiles through the power of great people and technology.

We pride ourselves on our people-centric culture and commitment to sustainability. Our diverse team of over 30,000 professionals across 30 countries is driven by a shared passion for innovation and excellence. We foster a collaborative environment where creativity and continuous learning are encouraged, enabling our employees to thrive and grow.

Overview:

Job Title: ServiceNow Platform Admin

Location: McLean, VA

Overview: This is a senior-level ServiceNow Platform Administrator position focused on managing enterprise-scale ServiceNow environments with 500 MID servers, multiple non-production instances, and complex integration ecosystems. This role requires deep technical expertise in platform operations, performance optimization, and large-scale data management while providing critical post-production support across multiple business units.

Core Responsibilities include, but not limited to:

1. Enterprise Infrastructure Management
2. MID Server Operations (500 Servers)

• Monitor, maintain, and troubleshoot 500 MID servers across multiple environments
• Perform MID server capacity planning and load balancing
• Manage MID server clusters and high-availability configurations
• Implement automated MID server health monitoring and alerting
• Coordinate MID server upgrades and patch management
• Troubleshoot connectivity and performance issues

1. Multi-Instance Platform Management

• Oversee 26 non-production instances for various project initiatives
• Manage instance provisioning, configuration, and decommissioning
• Coordinate instance cloning activities and post-cloning configurations
• Implement standardized instance management procedures
• Monitor resource utilization across all instances

1. Advanced Security & Access Management
2. Credential Management (246 Credentials)

• Manage 246 integration credentials and service accounts
• Implement credential rotation policies and automation
• Integrate with HashiCorp Vault and CyberArk for secure credential storage
• Monitor credential usage and access patterns
• Ensure compliance with security policies and audit requirements

1. Vault Management

• Administer HashiCorp Vault and CyberArk implementations
• Manage vault users, policies, and access controls
• Implement secret rotation and lifecycle management
• Troubleshoot vault integration issues
• Maintain vault backup and disaster recovery procedures

1. Performance & Optimization
2. Platform Performance Management

• Monitor platform performance metrics and KPIs
• Identify and resolve performance bottlenecks
• Implement performance tuning strategies
• Conduct capacity planning and resource optimization
• Generate performance reports and recommendations

1. CMDB Data Volume Management

• Manage large-scale CMDB data volumes and relationships
• Implement data archiving and purging strategies
• Optimize CMDB performance through data cleanup initiatives
• Monitor CI data quality and implement improvement processes
• Coordinate CMDB data governance activities

1. Integration & Discovery Operations
2. Integration Support

• Troubleshoot production integration failures and issues
• Monitor integration performance and reliability
• Coordinate with third-party vendors for integration support
• Implement integration monitoring and alerting
• Maintain integration documentation and runbooks

1. Discovery Management

• Resolve discovery-related queries and technical issues
• Optimize discovery patterns and schedules
• Manage discovery credentials and MID server assignments
• Troubleshoot discovery failures and data quality issues
• Coordinate discovery scope and exclusion management

1. Advanced Platform Operations
2. License Management

• Monitor and optimize ITOM license utilization
• Forecast license requirements and budget planning
• Implement license compliance monitoring
• Coordinate license renewals and procurement
• Generate license utilization reports

1. Automation & Workflow Support

• Troubleshoot automation failure issues across platforms
• Debug and resolve workflow execution problems
• Optimize automation performance and reliability
• Implement automation monitoring and alerting
• Support post-go-live automation functionality

1. Production Support & Maintenance
2. Post-Production Support

• Provide Level 3 support for developed functionality and features
• Troubleshoot Service Catalog issues and workflow problems
• Perform backend ticket status modifications and data corrections
• Support scheduled report generation and file import processes
• Coordinate emergency fixes and hotfixes

1. Platform Upgrades & Evolution

• Plan and execute ServiceNow platform upgrades
• Conduct proof-of-concept testing for new features (Now Assist, Raptor DB)
• Evaluate new ServiceNow capabilities for business value
• Coordinate upgrade testing and validation activities
• Manage upgrade rollback procedures and contingency planning

Must Have Experience:

ServiceNow Platform Mastery:

• Advanced ServiceNow Administration: 5 years enterprise-level experience
• MID Server Management: Extensive experience with large-scale MID server deployments
• Integration Technologies: REST/SOAP, MuleSoft, Dell Boomi, or similar platforms
• Discovery & CMDB: Advanced configuration and troubleshooting
• Performance Tuning: Database optimization, caching strategies, load balancing

Infrastructure & Security:

• Vault Technologies: HashiCorp Vault, CyberArk administration
• Database Management: MySQL, Oracle, SQL Server optimization
• Scripting & Automation: JavaScript, PowerShell, Python, Bash
• Monitoring Tools: Splunk, New Relic, or similar APM solutions
• Cloud Platforms: AWS, Azure, Google Cloud Platform infrastructure knowledge

Integration & APIs:

• API Management: REST/SOAP web services, API gateways
• ETL Processes: Data transformation and migration tools
• Message Queuing: RabbitMQ, Apache Kafka, or similar technologies
• Authentication: SAML, OAuth, LDAP/Active Directory integration

Academic and Professional Experience:

• Minimum 7 yearsServiceNow platform administration experience
• 3 yearsmanaging enterprise-scale ServiceNow environments (500 users)
• Experience with 20 ServiceNow instancesin complex organizational structures
• Proven track recordin large-scale platform upgrades and migrations
• Experience with ITOM modulesand discovery at enterprise scale

Certifications:

• ServiceNow Certified System Administrator (CSA) - Mandatory
• ServiceNow Certified Implementation Specialist (CIS) in relevant modules
• ServiceNow Certified Application Developer (CAD) - Preferred
• ITIL Foundation v4 - Required
• HashiCorp Vault Associate or CyberArk certification - Preferred

Academics:

• Bachelor s degree or equivalent combination of education and experience.

What you ll get from us:

Insert employee benefits here e.g.:

Competitive Salary

Company Pension Scheme

Comprehensive Health Insurance

Flexible Work Hours and Hybrid Work Options

XX days paid annual holidays public holidays.

Professional Development and Training Opportunities

Employee Assistance Program (EAP)

Diversity, Equity, and Inclusion Initiatives

Company Events and Team-Building Activities

Equal Opportunities Employer:

Hexaware Technologies is an equal opportunity employer. We are dedicated to providing a work environment free from discrimination and harassment. All employment decisions at Hexaware are based on business needs, job requirements, and individual qualifications. We do not discriminate based on race including colour, nationality, ethnic or national origin, religion or belief, sex, age, disability, marital status, sexual orientation, parental status, gender reassignment, or any other status protected by law. We encourage candidates of all backgrounds to apply.

Salary : $120,000 - $140,000