ServiceNow Platform Operations Analyst

Astrica, LLC; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

Astrica, LLC is seeking a ServiceNow Platform Operations Analyst to maintain and optimize enterprise ServiceNow environments in a remote-first setup. You will secure, upgrade, patch, and operate across multiple instances while ensuring platform stability and compliance.

You will collaborate with cross-functional teams, handle on-call duties, and drive automation and continuous improvement initiatives to support Agile delivery for large-scale deployments.

Qualifications

• 5+ years hands-on ServiceNow administration in enterprise environments.
• Experience managing multiple instances (Development, Test, UAT, Production).
• Upgrades, patching, cloning, and lifecycle management.
• Security hardening, RBAC, and regulatory compliance.
• Strong problem-solving and collaboration across teams.

Responsibilities

• Administer and maintain ServiceNow 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 ServiceNow instances.
• Perform ServiceNow family upgrades, patching, and platform maintenance.
• Monitor platform health, analyze system performance, troubleshoot issues, and implement improvements.
• Manage MID Server infrastructure, including installation, upgrades, migrations, and maintenance.
• Serve as Tier 2/3 support for platform-related incidents, root cause analysis, preventive solutions.
• Participate in on-call rotation supporting platform operations and production incidents.
• Execute platform data sanitization procedures for sensitive/classified data.
• Administer platform security, RBAC, user permissions, vulnerability remediation, and regulatory compliance.
• Activate, govern, and support ServiceNow plug-ins with secure implementation.
• Identify automation opportunities to improve operational efficiency.
• Configure LDAP Imports for user provisioning.
• Complete Agile stories and manage work items in Jira/Agile Hive.
• Coordinate platform changes through Change Management processes.
• Develop and maintain platform documentation and runbooks.
• Collaborate with stakeholders to improve platform operations and roadmap.

Skills

ServiceNow administration

Platform operations

Incident management

Patching and upgrades

RBAC security

Jira/Agile Hive

On-call support

Root cause analysis

Automation

Documentation

Tools

MID Server

Jira

Agile Hive

LDAP imports

JavaScript

Job description

ServiceNow Platform Operations Analyst

Astrica's ServiceNow Platform Operations Analysts are responsible for maintaining, securing, and optimizing enterprise ServiceNow 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 ServiceNow 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.

What You'll Do

• Administer and maintain ServiceNow 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 ServiceNow instances.
• Perform ServiceNow 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 ServiceNow plug-ins while ensuring secure implementation and alignment with enterprise standards.
• Identify opportunities for automation and leverage ServiceNow 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.

What You Bring

• 5+ years of hands-on ServiceNow administration or platform operations experience supporting enterprise ServiceNow environments.
• Strong experience administering multiple ServiceNow instances, including Development, Test, UAT, and Production environments.
• Experience performing ServiceNow family upgrades, patching, cloning, instance provisioning, and platform lifecycle management.
• Experience administering MID Servers, including installation, migration, upgrades, and troubleshooting.
• Strong understanding of ServiceNow 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 ServiceNow 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 Release Management.
• Experience managing ServiceNow plug-ins, including governance, lifecycle management, documentation, and operational readiness.
• Experience with ServiceNow Platform Management capabilities and platform automation.
• Strong analytical and problem-solving skills with the ability to identify root causes and implement long-term solutions.
• Excellent communication and documentation skills with the ability to collaborate effectively across technical and business teams.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)
• Additional ServiceNow certifications (CAD, CIS, etc.)
• ITIL Foundation Certification
• Experience supporting FedRAMP, CMMC, NIST, GDPR, or other regulated environments.
• Experience with ServiceNow's Zero Trust or other IP Access Controls
• Experience working with HI/HIWAVE ticketing system
• Fluent in JavaScript

Where You'll Work

We're a remote-first team, which means you can do your best work from wherever you're happiest and most productive. Every now and then, we may ask you to join us on-site with a client—but those moments are the exception, not the rule. Flexibility is built in because we know life doesn't fit neatly into a 9-5.

What the Work Looks Like

Most of your day will be spent maintaining and optimizing the ServiceNow platform, collaborating with developers, architects, and stakeholders, supporting production operations, and driving continuous platform improvements. Occasional travel (up to 10%) may be required based on client needs. Otherwise, it's you, your laptop, and your favorite coffee mug.

Why Astrica?

At Astrica, we're transforming how organizations maximize the value of ServiceNow through innovation, automation, and operational excellence. We believe technology should empower people, not complicate their work. Our collaborative culture encourages curiosity, continuous learning, and creative problem-solving while delivering exceptional outcomes for our clients. If you're passionate about building secure, reliable, and scalable ServiceNow platforms, we'd love to have you on our team.

Astrica is an equal opportunity employer committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications. Responsibilities may change at any time based on business needs.