Technical Support Analyst

Farm Credit-posted about 2 months ago
Senior
Columbia, SC
Executive, Legislative, and Other General Government Support
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The ServiceNow Platform Owner is a strategic leadership role responsible for the overall vision, roadmap, governance, and performance of the ServiceNow platform. This individual will ensure the platform aligns with business goals, delivers measurable value, and provides a seamless user experience. The Platform Owner will also lead the core platform team, manage escalations, and drive continuous improvement and innovation through the ServiceNow ecosystem.

  • Collaborate with business and IT stakeholders to define and maintain the ServiceNow platform roadmap
  • Shape and prioritize demand for the platform based on business needs, value potential, and strategic alignment
  • Identify and promote new business outcomes and capabilities enabled by the platform
  • Ensure alignment of platform initiatives with enterprise architecture, business strategy, and governance policies
  • Establish and lead the ServiceNow technical governance board to oversee platform standards, design principles, and best practices
  • Define and enforce platform usage policies, data standards, and security protocols
  • Own the ServiceNow instance(s), including performance, scalability, and compliance
  • Lead the core ServiceNow platform team, including architects, developers, and analysts
  • Manage and resolve platform-related escalations, ensuring timely and effective resolution
  • Oversee the design and configuration decisions to ensure a consistent, intuitive, and user-centric experience
  • Collaborate with architects, engineers and business analysts to align platform design with user needs and business goals
  • Ensure platform configurations and customizations adhere to design strategy and technical standards
  • Act as the primary liaison between business units, technology teams, and the ServiceNow platform team
  • Communicate the platform vision, roadmap, and value to stakeholders at all levels
  • Facilitate workshops, demos, and training sessions to promote platform adoption and awareness
  • Develop and maintain comprehensive technical documentation, including design specifications, test plans, and user manuals
  • Troubleshoot and resolve complex technical issues
  • Bachelor's or Master's Degree in Computer Science, Information Systems, or a related field preferred
  • At least eight (8) to ten (10) years of experience in IT, with at least 4 years in a leadership role managing the ServiceNow platform
  • ServiceNow Certified System Administrator (CSA) preferred
  • ServiceNow Certified Implementation Specialist (CIS) in one or more modules such as IT Service Management (ITSM), IT Operations Management (ITOM), Human Resources Service Delivery (HRSD), Customer Service Management (CSM), Security Operations (SecOps), ServiceNow Certified Application Developer (CAD), ServiceNow Certified Technical Architect (CTA)
  • Deep understanding of ServiceNow architecture, including data model, table structure, and platform capabilities
  • Experience managing multi-instance environments, including development, test, and production
  • Proficiency in Flow Designer, Workflow Editor, Business Rules, Script Includes, UI Policies, and Client Scripts
  • Familiarity with ServiceNow Store applications, Scoped Applications, and IntegrationHub
  • Experience with ServiceNow upgrades, patching, and release management processes
  • Knowledge of Performance Analytics, Virtual Agent, and AI Search capabilities
  • Proven ability to establish and enforce platform governance frameworks, including development standards, change management processes, instance strategy and data segregation
  • Experience leading design review boards and ensuring adherence to ServiceNow's Common Service Data Model (CSDM) and ITIL best practices
  • Experience integrating ServiceNow with third-party systems using REST/SOAP APIs, MID Servers, OAuth2 and SAML
  • Familiarity with CI/CD pipelines and DevOps practices for ServiceNow development and deployment
  • Ability to translate business needs into scalable and sustainable ServiceNow solutions
  • Experience managing cross-functional teams including developers, architects, and business analysts
  • Strong vendor management skills, including working with ServiceNow Professional Services and third-party implementation partners
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