Contractor - Enterprise Technology Systems

Key Responsibilities
Platform Administration & Operations
Administer and maintain ServiceNow production and non-production environments.
Monitor overall platform health, performance, stability, and operational readiness.
Manage platform configurations, system properties, plugins, integrations, and platform features.
Conduct platform health assessments and coordinate remediation activities.
Ensure platform adherence to security, compliance, and governance standards.
Support platform maintenance activities, patches, hotfixes, and security updates.
Environment Management
Coordinate instance cloning activities across development, QA, test, and production environments.
Maintain environment consistency and ensure proper alignment between production and non-production instances.
Manage upgrade preparation activities, environment validation, and post-upgrade stabilization.
Support developer access requests, admin permissions, and environment provisioning
Operational Support & Incident Management
Serve as a primary point of contact for ServiceNow platform operational support.
Lead weekly operational reviews with ServiceNow support teams and internal stakeholders.
Review incidents, cases, problem records, change requests, and platform advisories.
Escalate critical issues and coordinate resolution with ServiceNow support, engineering teams, and vendors.
Track platform defects, PRBs, support cases, and remediation plans to closure.
Participate in governance, change review, and architecture discussions impacting the platform.
Desired Skills & Experience
ServiceNow System Administration and Platform Operations
ITSM, HRSD, CSM, Employee Center, Service Catalog, Virtual Agent, and Flow Designer
Platform Upgrade and Release Management
Incident, Problem, Change, and Knowledge Management
Instance Cloning and Environment Management
ServiceNow Integrations and Plugin Administration
Operational Support and Vendor Management
Performance Monitoring and Platform Governance
Strong troubleshooting, communication, and stakeholder management skills