[Hiring] ServiceNow Platform Administrator @A.C. Coy

Role Description

Tier One Technologies is seeking a certified ServiceNow Platform Administrator to support our US Government client. This remote contract-to-hire position will be located in Raleigh, NC.

• 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.
• 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.

Qualifications

• 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.
• ITIL certification is preferred.
• 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.