Strategic Platform Administrator II- APIM; IT Ops

Platform Administrator II (Service Now, IT Ops)

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life's uncertainties. Regardless of where you work within the company, you'll be helping provide protection and peace of mind when our customers need it most.

We are seeking an experienced and technically capable Platform Administrator II (Service Now, IT Ops) to join our IT Operations Strategic Platform Administration team with primary responsibility for the Service Now platform. This role is responsible for administering, maintaining, and enhancing platform capabilities while ensuring stable, secure, and reliable operations.

The ideal candidate demonstrates strong Service Now administration skills, works independently on moderately complex assignments, partners with stakeholders to deliver platform improvements, and serves as a technical resource for junior ad.

Candidates should possess the following qualifications to be considered for an interview.

• Active ITIL Foundation Certification (minimum)- REQUIRED
• 2+ years of hands-on Service Now administration experience
• Experience supporting Service Now ITSM modules, including Incident, Change, Request, and Knowledge Management
• Experience with Service Now workflow configuration, forms, catalogs, notifications, and reporting
• Experience administering platform security, roles, groups, and access controls
• Demonstrated troubleshooting and root-cause analysis experience in a production environment
• Experience working within change management, release management, and SDLC processes
• Ability to translate business requirements into practical Service Now solutions

• ITIL Foundation Certification, at minimum- REQUIRED
• 2+ years of hands-on Service Now Administration experience
• Experience supporting ITSM processes in an enterprise environment
• Ability to participate in an on-call support rotation
• Candidates must be authorized to work in the United States without current or future visa sponsorship

Key Responsibilities:

• Administer and support Service Now platform modules including ITSM, CMDB, workflows, request management, knowledge, and reporting.

• Perform platform configuration, maintenance, upgrade support, patch validation, and operational administration.

• Monitor platform performance and proactively address incidents, errors, failed jobs, integration issues, and operational trends.

• Conduct troubleshooting and root cause analysis for recurring or moderately complex platform issues.

• Design, configure, and enhance Service Now workflows, forms, fields, catalog items, notifications, and automation.

• Support full SDLC processes including requirements clarification, solution configuration, QA, UAT, deployment, and post-release validation.

• Collaborate with developers, architects, process owners, and business stakeholders to implement scalable platform solutions.

• Ensure configuration changes follow change management, release governance, documentation, and quality standards.

• Administer platform access controls, roles, groups, and security-related configuration within established standards.

• Support compliance reviews, audit requests, access reviews, and platform governance activities.

• Identify security, access, or control gaps and recommend remediation actions.

• Monitor and analyze Service Now platform performance and recommend improvement opportunities.

• Leverage platform logs, analytics, dashboards, and monitoring tools to improve reliability and efficiency.

• Support data integrity within core platform components including CMDB, reporting data, and operational records.

• Partner with senior administrators to improve platform stability across production and non-production environments.

• Develop and maintain Service Now dashboards, scheduled reports, and operational analytics.

• Support enterprise reporting needs for IT leadership, operations reviews, and governance forums.

• Analyze…