ServiceNow System Administator (Platform Lead)

NetImpact Strategies•Remote,

19d•$110,000 - $130,000

About The Position

NetImpact Strategies is seeking a ServiceNow System Administrator / Platform Operations Lead to own the day-to-day condition of an enterprise ServiceNow platform supporting a Federal Agency. This role leads platform administration, Tier 2/Tier 3 restoration, incident/problem/change execution, release operations, platform health, MID Server and integration monitoring, security controls, and evidence-producing operations. This position requires U.S. citizenship and a post-award Government background investigation.

Requirements

Five or more years administering and operating enterprise ServiceNow environments, including configuration, platform updates, incidents, integrations, data integrity, and release support.
ServiceNow Certified System Administrator (CSA).
Hands-on experience with MID Servers, IntegrationHub/integration troubleshooting, SSO/identity, service accounts, logs/events, and cloud/on-premise connectivity.
Experience with incident/problem/change/release practices, automated testing, ServiceNow support cases, platform performance monitoring, and operational documentation.
Experience executing platform access/security controls and supporting ATO/security evidence in a controlled enterprise environment.
Ability to lead operations, make time-sensitive restoration decisions, and coordinate clean handoffs across an extended service window.
U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements.

Nice To Haves

Federal consulting or financial-regulatory experience.
ServiceNow IntegrationHub, ATF, Performance Analytics, or related credentials.
Experience with CyberArk or equivalent privileged/service-account management, Health Scan remediation, and multi-vendor platform operations.

Responsibilities

Lead day-to-day platform operations and coordinate incident, problem, request, change, release, maintenance, and platform-catalog work using ServiceNow as the system of record.
Lead Tier 2/Tier 3 triage and service restoration for platform-related issues; establish severity, evidence, owner, next action, validation criteria, and escalation to the CTA, engineering team, product teams, infrastructure teams, or ServiceNow as appropriate.
Monitor platform health and performance, including scheduled jobs, reports, indexing, queues, automation failures, application/system logs, event signals, and recurring degradation; maintain actionable health dashboards and trend reviews.
Administer ServiceNow configurations, users/groups/roles, applications, platform settings, plug-ins, service catalog records, platform licenses, and approved operational controls.
Monitor and support MID Servers and enterprise integrations, including SSO, email, monitoring, cloud/on-premise connections, certificates, credentials, and service accounts; isolate platform versus product-team ownership quickly.
Coordinate patches, upgrades, feature deployments, and scheduled releases using approved change control, release standards, CI/CD, rollback readiness, and post-production validation.
Coordinate platform regression, functional, integration, performance, and user-acceptance validation with the Tester and technical teams; ensure objective release evidence is complete before readiness decisions.
Execute and retain security-control evidence, access and provisioning records, logging/auditing evidence, and incident artifacts; immediately escalate suspected security or privacy events through approved channels.
Maintain SOPs, runbooks, knowledge articles, operational schedules, service maps/dependencies, and structured shift handoffs; validate stale or missing artifacts during transition and convert gaps into owned work.
Coordinate ServiceNow vendor support cases for platform defects or product issues, preserving diagnostic evidence and ensuring fixes are validated before closure.