Systems Administrator II - ServiceNow

Ameriprise • Minneapolis, MN

2d • Hybrid

About The Position

Join Ameriprise Financial as a Systems Administrator supporting its ServiceNow platform. The role provides system administration, operational support, and technical expertise to maintain the performance, reliability, and continuous improvement of the ServiceNow environment. Responsibilities include managing platform configuration, maintenance, monitoring, and troubleshooting; resolving complex technical issues; supporting critical business operations; and contributing to system planning, process optimization, and scalable improvements to platform and infrastructure capabilities.

The position primarily operates during standard business hours. Occasional after-hours, weekend, and on-call support may be required for critical incidents, platform maintenance, deployments, and other operational needs. Employees work in the office at least four days per week, with flexibility to work from home one day per week; some roles may have different or additional in-office expectations.

The estimated base salary is $76,300–$104,900 per year. Compensation may vary based on job-related knowledge, skills, experience, and work location; many roles are also eligible for variable pay such as bonuses, commissions, and/or long-term incentives. The company describes its benefits program as including vacation time, sick time, 401(k), and health, dental, and life insurance. Applicants must have work authorization that will not require current or future U.S. visa sponsorship.

Requirements

• Associate degree or equivalent work experience.
• Three to five years of relevant work experience.
• At least three years of experience with the ServiceNow platform in development, operations, or administration.
• Proven experience managing the ServiceNow platform in a large enterprise environment.
• Strong knowledge of ITSM processes and modules, including Incident, Problem, Change, and CMDB.
• Proficiency in JavaScript, Flow Designer, Business Rules, Script Includes, and UI Policies.
• Strong knowledge of ITIL, Agile, and DevOps methodologies.
• Strong experience with ServiceNow configuration, scripting, integrations using REST and SOAP APIs, and automation.
• Excellent communication and documentation skills.
• Valid U.S. work authorization that does not require current or future visa sponsorship.
• Ability to work in the office at least four days per week, with flexibility to work from home one day per week; specific roles may require different or additional in-office time.
• Availability for occasional after-hours, weekend, and on-call support.

Nice To Haves

• Exposure to HRSD, SecOps, or GRC modules.
• Bachelor's degree or equivalent.
• ServiceNow Certified Application Developer (CAD) certification.
• ServiceNow Certified System Administrator (CSA) certification.
• Experience with ServiceNow ITOM, including Discovery, Event Management, and Service Mapping.

Responsibilities

• Manage day-to-day administration, operational support, and health of the ServiceNow platform, including monitoring, performance optimization, user administration, instance configuration, and governance.
• Provide operational ownership and support for ServiceNow applications including ITSM, ITOM, HRSD, CMDB, Discovery, Service Catalog, Knowledge Management, and custom applications.
• Manage Incident, Request, Problem, and Operational Support queues to resolve issues, defects, service degradations, and user requests in accordance with established SLAs.
• Implement, support, and maintain enterprise integrations using MID Servers, REST APIs, SOAP APIs, IntegrationHub, and related technologies, ensuring reliability, scalability, and data integrity.
• Monitor platform performance, availability, integrations, scheduled jobs, event logs, and system health metrics to identify risks, prevent outages, and improve stability.
• Develop and maintain operational dashboards, KPIs, and reports on platform health, service performance, incident and problem trends, and operational effectiveness.
• Contribute to P1/P2 major incident management by leading platform triage, coordinating recovery, communicating with stakeholders, and driving service restoration.
• Lead Problem Management through root cause analysis, identification of recurring issues, corrective actions, and continual service improvement.
• Support releases by coordinating deployments, validating releases, conducting production readiness reviews, supporting change implementations, and assessing post-deployment outcomes.
• Plan, coordinate, and execute maintenance activities including upgrades, patching, cloning, instance refreshes, certificate renewals, and platform health remediation.
• Develop, maintain, and test Disaster Recovery and Business Continuity procedures to support resiliency, recoverability, and compliance with recovery objectives.
• Ensure compliance with enterprise security standards, access controls, audit requirements, segregation of duties policies, and platform governance standards.
• Maintain platform documentation, including architecture diagrams, operational runbooks, support procedures, integration documentation, disaster recovery plans, and knowledge articles.
• Partner with ServiceNow Support and third-party vendors to manage escalations, troubleshoot complex issues, coordinate defect resolution, and advocate for business priorities.
• Collaborate with architects, business systems analysts, developers, infrastructure teams, and stakeholders to deliver scalable, maintainable solutions aligned with enterprise standards.
• Improve operations through automation, process optimization, technical debt reduction, monitoring enhancements, and continuous improvement initiatives.
• Provide technical guidance and mentorship to junior administrators and support personnel, promoting ServiceNow best practices and operational standards.
• Adhere to Agile methodologies, ITIL processes, ServiceNow best practices, and enterprise change management standards.

Benefits

• Vacation time
• Sick time
• 401(k)
• Health insurance
• Dental insurance
• Life insurance
• Many roles may be eligible for variable pay, including bonuses, commissions, and/or long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree