Senior ServiceNow System Administrator

Senior Service Now System Administrator

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

This is a hybrid position in Austin, TX or Plantation, FL

Position Summary

Under the general direction of the Director of Service Operations, Tools, and Enablement, the Senior Service Now System Administrator is responsible for the strategic administration, configuration, support, and continuous improvement of the Service Now platform. This role plays a critical part in maintaining platform performance and stability by establishing a scalable operating model for patching, upgrades, and operational continuity. The Senior Administrator serves as the primary point of contact for Service Now-related issues and initiatives, acting as a liaison between internal IT teams, stakeholders, and external vendors.

They provide technical leadership, guidance, and escalation support to developers and business partners while ensuring solutions are secure, supportable, and aligned with enterprise architecture standards. The role involves developing and reviewing complex architectures and technical solutions to meet business needs, with a focus on platform optimization, risk mitigation, and strategic toolset investment decisions. The administrator also contributes to governance, performance monitoring, integration health, and long-term platform scalability, while participating in a 24x7x365 on-call rotation.

Key Areas of Responsibility

• Configure Service Now to meet the requirement(s) defined by business at regularly scheduled intervals (i.e., weekly, monthly)
• Obtain and validate business requirements with core stakeholders and transform those to functional requirements, acceptance criteria and other critical operational and contextual details
• Assess, estimate and measure the level of effort (hours, days, weeks) individual units or work or projects
• Build workflow diagrams and architectural specifications that detail the proposed solution(s) to proposed improvements in Service Now
• Identify changes that have the potential to introduce risk including but not limited to; exposure of personally identifiable information (PII), database performance issues, or integration degradations/inaccuracies
• Independently update tasks and share updates with relevant stakeholders where applicable at regular intervals and on an as needed basis
• Document operational procedures and work instructions associated with administration tasks activities that are related to supporting users of the platform as required
• Pro-actively identify opportunities and propose solutions to create a better customer (internal or external) experience from interactions with customers, internal team members, or Service Now staff/community members
• Prioritize multiple tasks against their changing priority quickly and decisively based on deadlines while keeping key stakeholders informed of the changes
• Act as an escalation point to internal or external customers
• Identify and socialize requirements with 3rd parties and manage the resource(s) effectively and efficiently when required
• Identify, implement, and maintain a series of key performance indicators that minimize the potential for integrations or other operational activities from impacting normal operations
• Monitor key performance indicators for the tools platform to minimize the potential for disruptions or degradations and act as the escalation point to propose and implement changes to resolve issues or implement changes to the integrations
• Pro-actively identifying issues that may introduce or exacerbate current/known issues
• Schedule and manage the upgrade of Service Now
• Administer the domains associated with the tools by acquiring additional domains and managing existing domains
• Provide recommendations to director and c-level management regarding architectural choices and investments into 100K+ tool selection(s)
• Participate in a 24x7x365 on-call rotation

Minimum Requirements

• Bachelors degree in Computer Science, Information Technology, or Information Systems or equivalent work experience
• 3+ Years System Administration in Service Now
• 2+ years development experience in Service Now; preferably in CSM or ITSM modules. development experience with API and Web Services and working with Databases (e.g., Oracle) in an operational or development capacity
• 5+ years of experience within an IT organization in a product support or development capacity
• Experience upgrading, cloning, and moving updates sets in a Service Now environment
• Working knowledge of programming…