[Remote] ServiceNow Platform Administrator (Remote)

Note: The job is a remote job and is open to candidates in USA. A.C.Coy Company is seeking a certified ServiceNow Platform Administrator to support their US Government client in a remote contract-to-hire position. The role involves day-to-day platform administration, user support, and ensuring the ServiceNow platform effectively supports IT Service Management requirements.

Responsibilities

• Provide day-to-day platform administration, user support, configuration management, upgrade support, integration coordination, change management support, data quality oversight, audit support, and architectural guidance to ensure the platform effectively supports business operations and IT Service Management (ITSM) requirements
• Administer users, groups, roles, ACLs, and overall platform configuration
• Manage platform updates, patches, releases, instance clone activities, and upgrades
• Monitor platform performance, instance health, and ServiceNow emails and incident tickets requesting technical assistance
• Submit updates to common data elements: categorizations, application data, location data, user data, knowledgebase articles, support group roles, report design, and CMDB
• Perform monthly ServiceNow SOX audit activities as defined by the company
• Maintain ServiceNow foundation data and ensure data quality
• Plan, design, and implement new applications and configurations, including organizational group roles and Change Coordinator groups as needed
• Configure and support workflows, business rules, forms, catalogs, reports, dashboards, and notifications
• Recommend and create application configurations, standards, and administrative evaluations based on functional specifications and application reviews
• Confirm that all configurations conform to company’s standards
• Implement assigned Change Requests
• Perform CAT/functionality tests prior to production implementations
• Support system interfaces, eBonding, and internal services (e.g., eAccess)
• Coordinate and support integration between ServiceNow and other enterprise systems
• Provide architectural guidance for platform design, integration strategy, and long-term maintainability
• Support REST API integrations, data imports/exports, Transform Maps, MID Server, and Integration Hub
• Provide administration and operations support across the full ServiceNow suite, including Incident Management, Problem Management, Change Management, Service Catalog, Service Level Management, and Asset Management
• Provide Change Management administration, oversight, and operational support
• Perform Risk Management oversight
• Unit test systems and provide SIT/CAT plans and assistance
• Support Automated Test Framework (ATF), regression testing, and customer acceptance testing
• Document and verify that all work meets company’s standards
• Act as an escalation point for ServiceNow support for end-user inquiries and consultation
• Perform application and end-user support; serve as a ServiceNow Subject Matter Expert (SME)
• Provide ServiceNow education and training to end users and stakeholders
• Collaborate with stakeholders to gather requirements, support enhancements, and participate in solution reviews
• Provide new development requirements as needed

Skills

• A degree from an accredited College/University in the applicable field of services is required. If the individual's degree is not in the applicable field, then 4 additional years of related experience is required
• 8+ years of experience in IT support, systems administration, or a related technical field
• Current ServiceNow System Administrator certification is required
• Hands-on experience with core ServiceNow modules, including Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and CMDB (Configuration Management Database)
• Experience administering the ServiceNow platform, including users, groups, roles, ACLs, and overall platform configuration
• Experience configuring and supporting workflows, business rules, forms, catalogs, reports, dashboards, and notifications
• Experience managing platform updates, releases, instance clone activities, patches, and upgrades
• Experience monitoring platform performance, instance health, and maintenance activities
• Experience supporting integrations between ServiceNow and other enterprise systems
• Experience collaborating with stakeholders to gather requirements, support enhancements, and participate in solution reviews
• Experience maintaining platform governance, compliance, data quality, documentation, and SOX audit activities
• Experience providing end-user support, training, and operational guidance
• Working knowledge of JavaScript and ServiceNow development concepts sufficient to support technical review and solution guidance
• Experience supporting Automated Test Framework (ATF), regression testing, and customer acceptance testing
• Experience providing architectural guidance for platform design, integration strategy, and long-term maintainability
• Knowledge and experience with SDLC practices and Agile methodologies
• Knowledge and experience with Change Management, Configuration Management, and Application Lifecycle Management (ALM)
• Knowledge and experience of Problem and Risk Management
• Ability to leverage AI tools (e.g., GitHub Copilot, Playwright) to improve productivity and solution quality
• Proficiency in MS Office Suite
• Strong oral and written communication skills, including the ability to present to management and communicate effectively with both business and technical audiences
• Strong facilitation skills to lead discussions across multiple groups and technical development teams
• Must be able to obtain a Position of Public Trust Clearance
• Must be a US Citizen or have US Permanent Residence status (Green Card)
• Must have resided in the US for the last 5 years and have not traveled outside the US for a combined total of 6 months or more in the last 5 years. Military Service excluded
• ITIL certification is preferred

Company Overview