Servicenow Platform Support Administrator

• 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.

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

Salary Range: $125,000-$145,000 a year 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 & amp; Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays.