Servicenow Platform Support Administrator

Tata Consultancy Services; Louisville (KY); On-site; USD 125,000 - 145,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

Family Support: Parental Leaves

401K Plan

Certification & Training Reimbursement

Vacation & Holidays

Job summary

Tata Consultancy Services Limited in Louisville, KY, is seeking an Engineer to join its Technology function, with a focus on ServiceNow administration and platform operations.

The role requires strong ITIL knowledge, upgrades, on-call participation, and collaboration with offshore teams. You will monitor instances during US business hours, handle incidents and changes, and contribute to release planning.

Qualifications

• Strong ServiceNow administration: users, groups, roles, ACLs, update sets, plugins, system properties, scheduled jobs and instance performance tuning.
• Hands-on experience with family upgrades, patching, cloning and Automated Test Framework.
• Experience supporting MID Servers and integrations.
• Working knowledge of ITIL incident, change and release processes.
• Willingness to take part in an on-call rotation outside business hours.
• Communicates clearly and effectively during production incidents.

Responsibilities

• Proactively monitor development, staging and production instances during US business hours for performance and quality issues.
• Fulfill access requests, platform incidents and service catalog tasks, and execute standard changes on the production instance.
• Take part in a 24x7 on-call rotation for Priority 1 (Critical) and Priority 2 (High) issues and meet agreed response and resolution targets.
• Assess and support platform upgrades and weekly patching, including skipped-record review and regression testing with Automated Test Framework.
• Perform quarterly instance clones and complete the post-clone checklist.
• Coordinate with ServiceNow on scheduled maintenance and platform incidents; support change and release management for at least two production releases per month and publish release notes.
• Maintain operational dashboards and standard reporting for executives, leadership and IT operations stakeholders.
• Hand over open incidents, P1/P2 briefings and in-flight work to the offshore team at each shift change.
• Platform Operations Lead only: own the escalation path, daily operations reporting and transition planning from the incumbent.

Skills

ITIL

ServiceNow

Education

Bachelor of Computer Science

Job description

Must Have Technical/Functional Skills

• Strong ServiceNow administration: users, groups, roles, ACLs, update sets, plugins, system properties, scheduled jobs and instance performance tuning.
• Hands-on experience with family upgrades, patching, cloning and Automated Test Framework.
• Experience supporting MID Servers and integrations.
• Working knowledge of ITIL incident, change and release processes.
• Willingness to take part in an on-call rotation outside business hours.
• Communicates clearly and effectively during production incidents.

Roles & Responsibilities

• Proactively monitor development, staging and production instances during US business hours for performance and quality issues.
• Fulfill access requests, platform incidents and service catalog tasks, and execute standard changes on the production instance.
• Take part in a 24x7 on-call rotation for Priority 1 (Critical) and Priority 2 (High) issues and meet agreed response and resolution targets.
• Assess and support platform upgrades and weekly patching, including skipped-record review and regression testing with Automated Test Framework.
• Perform quarterly instance clones and complete the post-clone checklist.
• Coordinate with ServiceNow on scheduled maintenance and platform incidents; support change and release management for at least two production releases per month and publish release notes.
• Maintain operational dashboards and standard reporting for executives, leadership and IT operations stakeholders.
• Hand over open incidents, P1/P2 briefings and in-flight work to the offshore team at each shift change.
• Platform Operations Lead only: own the escalation path, daily operations reporting and transition planning from the incumbent.

Generic Managerial Skills / Nice to Have, If any

• Healthcare industry experience.
• Experience with Health Scan / Instance Scan remediation.
• Prior experience as an operations or shift lead (for the Platform Operations Lead position)

Salary Range

$125,000-$145,000 a year

$125,000 - $145,000

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Location

Louisville, KY

Function

TECHNOLOGY

Role

Engineer

ID

437763

Skills

ITIL | Service Now

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE