ServiceNow Administrator Governance

Job Description

Ready to build your career? We want to hear from you.

Job Description

Ready to build your career? We want to hear from you.

Within the Enterprise Solutions team, the Service Now Administrator is responsible for ensuring the stability, security, performance, and governance of the Service Now platform. The incumbent serves as the guardian of the platform’s health, ensuring it remains reliable, robust, and scalable in support of the organization’s business and technology operations.

The Service Now Administrator is responsible for the day-to-day operation of the platform and for ensuring compliance with governance, security, and operational standards established by both Service Now and Pomerleau. The administrator works closely with development teams, product owners, architects, project managers, and business partners to maintain a secure and high-performing environment while enabling the continuous evolution of the platform’s capabilities.

Teams operate in an Agile environment, participating in daily stand-ups and using user stories and Jira to manage and track work.

The incumbent is also responsible for managing platform access, environments, technical changes, performance, integrations, and compliance, while implementing the controls and governance mechanisms required to support the platform’s growth, scalability, and maturity.

What you will do

• Administer the Service Now platform on a day-to-day basis across all environments, including development, testing, pre-production, and production.
• Plan, coordinate, and execute platform upgrades, patches, and version releases.
• Perform and coordinate environment cloning activities in accordance with established standards.
• Monitor and manage technical incidents affecting the platform and coordinate their resolution.
• Participate in maintenance windows, deployment activities, and production releases.
• Coordinate business continuity, recovery, and restoration activities during major incidents.
• Proactively monitor platform performance, stability, and availability.
• Establish and maintain metrics and indicators to measure the health and performance of the Service Now environment.
• Analyze performance issues and coordinate corrective actions to ensure platform reliability.

• Partner with Service Now during platform health assessments and implement recommended improvements.
• Administer platform roles, permissions, and access control mechanisms to ensure a secure environment.
• Coordinate identity and access management activities, including user provisioning and integration with corporate authentication platforms.
• Ensure configurations and administrative practices comply with corporate standards and regulatory requirements.
• Act as a steward for changes that may impact platform security, access controls, or stability.
• Support compliance with information security requirements and governance frameworks, including ISO 27001.
• Establish, maintain, and enhance governance processes that support the growth and sustainability of the platform.
• Evaluate the impact of technical and functional changes and validate deployment and rollback strategies.
• Contribute to the continuous improvement of Service Now administrative and operational practices.

• Maintain accurate and up-to-date administrative, operational, and technical documentation.
• Collaborate closely with developers, architects, product owners, and operations teams.
• Serve as a trusted Service Now subject matter expert for internal stakeholders.
• Provide advanced support for complex or critical incidents.
• Participate in knowledge sharing, mentoring, and capability development…