ServiceNow Platform Operations Analyst

Astrica's Service Now Platform Operations Analysts are responsible for maintaining, securing, and optimizing enterprise Service Now environments while ensuring platform stability, performance, and compliance. This role supports the full platform lifecycle, including provisioning, upgrades, patching, security, automation, and operational support across multiple Service Now instances. The analyst partners with cross-functional stakeholders to enhance platform capabilities, support Agile delivery, and maintain operational excellence in a large-scale, high-volume environment.

• Administer and maintain Service Now platform environments, ensuring stability, security, performance, and compliance with FedRAMP and organizational security requirements.
• Provision, configure, clone, and manage the lifecycle of development, test, UAT, and production Service Now instances.
• Perform Service Now family upgrades, patching activities, and platform maintenance while minimizing business disruption.
• Monitor platform health, analyze system performance, troubleshoot issues, and implement improvements to optimize platform availability and scalability.
• Manage MID Server infrastructure, including installation, upgrades, migrations, and ongoing maintenance.
• Serve as Tier 2/3 support for platform-related incidents, perform root cause analysis, and implement preventive solutions.
• Participate in an on-call rotation supporting platform operations and production incidents.
• Execute platform data sanitization procedures to ensure sensitive or classified information is appropriately removed from the platform.
• Administer platform security, including role-based access controls (RBAC), user permissions, vulnerability remediation, and compliance with corporate and regulatory standards.
• Activate, govern, and support Service Now plug-ins while ensuring secure implementation and alignment with enterprise standards.
• Identify opportunities for automation and leverage Service Now platform management capabilities to improve operational efficiency.
• Configured LDAP Imports for user provisioning.
• Complete assigned Agile stories and manage work items using Jira/Agile Hive throughout the sprint lifecycle.
• Coordinate platform changes through Change Management processes, including impact analysis, testing, deployment planning, and rollback procedures.
• Develop and maintain platform documentation, including architecture diagrams, operational procedures, runbooks, standard operating procedures (SOPs), and knowledge articles.
• Collaborate with platform administrators, developers, architects, and business stakeholders to continuously improve platform operations and support strategic roadmap initiatives.

• 5+ years of hands-on Service Now administration or platform operations experience supporting enterprise Service Now environments.
• Strong experience administering multiple Service Now instances, including Development, Test, UAT, and Production environments.
• Experience performing Service Now family upgrades, patching, cloning, instance provisioning, and platform lifecycle management.
• Experience administering MID Servers, including installation, migration, upgrades, and troubleshooting.
• Strong understanding of Service Now platform security, including RBAC, user administration, security hardening, and compliance best practices.
• Experience supporting high-volume production environments with strong troubleshooting and performance optimization skills.
• Knowledge of Service Now platform monitoring, health checks, performance tuning, and system diagnostics.
• Experience supporting Agile development methodologies using Jira or Agile Hive.
• Familiarity with ITIL processes, including Incident, Problem, Change, and…