[Hiring] ServiceNow Platform Operations Analyst @Astrica

Role Description

Astrica's ServiceNow Platform Operations Analysts are responsible for maintaining, securing, and optimizing enterprise ServiceNow environments while ensuring platform stability, performance, and compliance. This role supports the full platform lifecycle, including provisioning, upgrades, patching, security, automation, and operational support across multiple ServiceNow instances. The analyst partners with cross-functional stakeholders to enhance platform capabilities, support Agile delivery, and maintain operational excellence in a large-scale, high-volume environment.

• Administer and maintain ServiceNow platform environments, ensuring stability, security, performance, and compliance with FedRAMP and organizational security requirements.
• Provision, configure, clone, and manage the lifecycle of development, test, UAT, and production ServiceNow instances.
• Perform ServiceNow family upgrades, patching activities, and platform maintenance while minimizing business disruption.
• Monitor platform health, analyze system performance, troubleshoot issues, and implement improvements to optimize platform availability and scalability.
• Manage MID Server infrastructure, including installation, upgrades, migrations, and ongoing maintenance.
• Serve as Tier 2/3 support for platform-related incidents, perform root cause analysis, and implement preventive solutions.
• Participate in an on-call rotation supporting platform operations and production incidents.
• Execute platform data sanitization procedures to ensure sensitive or classified information is appropriately removed from the platform.
• Administer platform security, including role-based access controls (RBAC), user permissions, vulnerability remediation, and compliance with corporate and regulatory standards.
• Activate, govern, and support ServiceNow plug-ins while ensuring secure implementation and alignment with enterprise standards.
• Identify opportunities for automation and leverage ServiceNow platform management capabilities to improve operational efficiency.
• Configured LDAP Imports for user provisioning.
• Complete assigned Agile stories and manage work items using Jira/Agile Hive throughout the sprint lifecycle.
• Coordinate platform changes through Change Management processes, including impact analysis, testing, deployment planning, and rollback procedures.
• Develop and maintain platform documentation, including architecture diagrams, operational procedures, runbooks, standard operating procedures (SOPs), and knowledge articles.
• Collaborate with platform administrators, developers, architects, and business stakeholders to continuously improve platform operations and support strategic roadmap initiatives.

Qualifications

• 5+ years of hands-on ServiceNow administration or platform operations experience supporting enterprise ServiceNow environments.
• Strong experience administering multiple ServiceNow instances, including Development, Test, UAT, and Production environments.
• Experience performing ServiceNow family upgrades, patching, cloning, instance provisioning, and platform lifecycle management.
• Experience administering MID Servers, including installation, migration, upgrades, and troubleshooting.
• Strong understanding of ServiceNow platform security, including RBAC, user administration, security hardening, and compliance best practices.
• Experience supporting high-volume production environments with strong troubleshooting and performance optimization skills.
• Knowledge of ServiceNow platform monitoring, health checks, performance tuning, and system diagnostics.
• Experience supporting Agile development methodologies using Jira or Agile Hive.
• Familiarity with ITIL processes, including Incident, Problem, Change, and Release Management.
• Experience managing ServiceNow plug-ins, including governance, lifecycle management, documentation, and operational readiness.
• Experience with ServiceNow Platform Management capabilities and platform automation.
• Strong analytical and problem-solving skills with the ability to identify root causes and implement long-term solutions.
• Excellent communication and documentation skills with the ability to collaborate effectively across technical and business teams.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)
• Additional ServiceNow certifications (CAD, CIS, etc.)
• ITIL Foundation Certification
• Experience supporting FedRAMP, CMMC, NIST, GDPR, or other regulated environments.
• Experience with ServiceNow’s Zero Trust or other IP Access Controls
• Experience working with HI/HIWAVE ticketing system
• Fluent in JavaScript

Benefits

• Remote-first work environment.
• Flexibility to work from wherever you're happiest and most productive.
• Occasional on-site client meetings (up to 10% travel).

Company Description

At Astrica, we're transforming how organizations maximize the value of ServiceNow through innovation, automation, and operational excellence. We believe technology should empower people, not complicate their work. Our collaborative culture encourages curiosity, continuous learning, and creative problem-solving while delivering exceptional outcomes for our clients. Astrica is an equal opportunity employer committed to fostering a diverse and inclusive workplace.