Servicenow - Platform Engineering and Support Professional

Job Summary

Resource should have strong expertise in ServiceNow platform governance, security, and deployments. This engineer will be responsible for reviewing update sets and platform assets using the Health Scan module to ensure code quality and identify potential security vulnerabilities or compliance gaps. The role will also provide Tier 3 support for complex platform-related issues and support critical operational activities including ServiceNow upgrades, patching, and MID Server maintenance to ensure platform stability and operational continuity.

Responsibilities

• Review update sets and platform assets using the Health Scan module to ensure code quality and identify potential security vulnerabilities or compliance gaps.
• Provide Tier 3 support for complex platform-related issues.
• Support critical operational activities including ServiceNow upgrades, patching, and MID Server maintenance to ensure platform stability and operational continuity.

Requirements

• Education Certifications: Bachelor\'s degree in Computer Science, Information Technology, Engineering, or a related discipline. ServiceNow certifications such as: Certified System Administrator (CSA) Mandatory; Certified Application Developer (CAD) Preferred; ServiceNow Implementation Specialist certifications Preferred; ServiceNow Certified Technical Architect (CTA) or equivalent advanced certifications Advantageous; Security and cloud certifications (e.g., CISSP, Azure Security, AWS Security) are an added benefit.
• Experience: Minimum 8+ years of overall IT experience with at least 5+ years of hands-on ServiceNow platform administration, governance, security, and operations experience. Proven experience managing ServiceNow platform upgrades, patching, release management, and environment administration. Experience supporting enterprise-scale ServiceNow deployments with multiple integrations and business-critical workflows. Demonstrated experience providing Tier 3 support for complex platform and application issues.
• Technical Skills: Strong expertise in ServiceNow platform administration, governance frameworks, and deployment processes. Experience using ServiceNow Health Scan to assess platform health, code quality, technical debt, and compliance with development standards. Deep understanding of update set management, release validation, SDLC processes, and platform best practices. Knowledge of ServiceNow security architecture, access controls, auditing, vulnerability management, and compliance requirements. Experience managing and troubleshooting MID Servers, integrations, and platform connectivity. Strong knowledge of ITSM, ITOM, CMDB, IntegrationHub, Flow Designer, and ServiceNow platform architecture. Proficiency in JavaScript, Glide APIs, REST/SOAP integrations, and platform troubleshooting. AI Automation Exposure (Preferred) Exposure to ServiceNow AI capabilities including Now Assist, Predictive Intelligence, AI Search, Virtual Agent, and Intelligent Document Processing (IDP). Experience leveraging AI-driven tools for code quality assessment, operational monitoring, automation, and incident resolution. Familiarity with integrating ServiceNow with enterprise AI platforms such as Microsoft Copilot, Azure OpenAI, or other Generative AI solutions.
• Leadership Behavioral Competencies: Strong analytical and problem-solving skills with a governance and risk-management mindset. Ability to collaborate effectively with developers, architects, security teams, and business stakeholders. Experience establishing and enforcing platform standards, governance controls, and deployment processes. Excellent verbal and written communication skills. Ability to mentor team members and drive continuous improvement initiatives.

Key Success Indicators

• Maintain a secure, compliant, and highly available ServiceNow platform.
• Reduce platform technical debt and security vulnerabilities through proactive Health Scan reviews.
• Ensure successful upgrades, patch deployments, and MID Server operations with minimal business disruption.
• Improve platform governance, operational efficiency, and adoption of AI-enabled capabilities.