Position Overview

Role Overview: The ServiceNow Sr. Platform Administrator will oversee and execute platform administration tasks to maintain platform health, focusing on security, performance, data management, plugin oversight, and user and role management. This role involves close collaboration with product owners, the platform architect, and the ServiceNow HI support team to monitor and manage maintenance center communications, periodic patch updates, and ensure the platform is up to date with the latest patches. Responsibilities also include managing monthly release operations, test management for all ServiceNow applications, subscription management, and integration management.

Key Responsibilities:

• Maintenance Center Monitoring: Oversee maintenance center communications and address activities related to communication tickets to ensure platform compliance with the latest plugins.
• Security and Access Control: Design, implement, and manage access control guidelines and role administration processes. Ensure users are provided roles and access according to defined mechanisms and perform periodic access rights attestations.
• Patching and Upgrades: Plan and execute monthly patching and annual version upgrades. Ensure plugin compliance with the latest versions and address potential security issues in newly introduced components. Monitor public domain vulnerabilities related to the platform and deploy recommended patches promptly.
• Platform Health and Performance Monitoring: Monitor platform health, analyze slow query logs, and collaborate with the ServiceNow HI team to optimize persistent slow queries for performance improvements.
• Release Management: Develop the annual release plan with product owners and support its execution, ensuring update sets are deployed according to prescribed processes. Compile and report on release management KPIs.
• ServiceNow License Usage Monitoring: Track monthly ServiceNow subscription usage across all products/SKUs to ensure license compliance. Identify opportunities for reclamation and repurposing to address potential non-compliance.
• Master/Foundation Data Governance: Identify and manage master data elements used in the ServiceNow platform, including their sources and processes, to ensure data integrity and alignment with master/foundation data sources.
• Integration Management: Collaborate with the platform architect to maintain the integration registry and collaborate with system SMEs for integration testing and management related to stories in a release.
• Test Management: Collaborate with the development team to ensure test cases in TM2.0 align with CSA+ guidelines and undergo compliance review and approval as part of the release workflow.

• Platform Audit and Compliance: Partner with eCompliance, AQM, and PQM to ensure that ServiceNow platform maintenance and development adhere to GxP and CSA+ standards. Coordinate with compliance teams and other stakeholders during audit exercises and address any compliance issues that arise.

Standard Minimum Requirements 

• Education: Bachelor’s degree in Computer Science, Information Technology, or combination of education & experience required.
• Experience:
  • 10 + years of experience in IT service management, IT Operation Management, Business Service Management
  • 5+ years of experience as a ServiceNow platform Administrator with extensive experience in the Platform health maintenance and monitoring, Platform governance
  • Strong understanding of Service Management principles and practices
  • Experience working with and implementation and support of the ServiceNow Platform in a global environment with specific focus on the platform security and access control mechanisms.
  • Experience in managing release in complex ServiceNow landscape and environment with multiple products and applications.
  • Experience working with agile methodology using ServiceNow release and Test Management 2.0
  • Strong understanding and experience in the following project/product/operations management process disciplines
    • Stakeholder collaborations
    • Release planning and execution in global team environment.
    • Preventive maintenance and operations planning and execution.
    • Continuous Improvement
  • Strong analytical and problem-solving skills, with a focus on driving business value through Technology solutions.
  • Understanding of the medical device and/or contact lens industry, working in validated environment covering CSA+, GxP and SOX relevant processes is an advantage. 
  • Excellent communication skills, with the ability to effectively engage with stakeholders at all levels of the organization.
  • Experience working in a cross cultural, global team environment is required.
  • Experience working in globally distributed scrum team following Agile best practices.
  • ServiceNow Certified System Administrator certification is mandatory.
  • ServiceNow Certified Implementation Specialist certification is preferred.
  • ITIL v4 Foundation certification preferred.

Language

Fluent in English - spoken and written. Additional language preferred. 

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