ServiceNow Administrator/Architect

Summary: Red Cedar is seeking a ServiceNow Administrator/Architect to support and optimize the ServiceNow platform. The ideal candidate will provide platform administration, maintenance, configuration management, upgrade support, integration coordination, governance, and architectural guidance to ensure the platform effectively supports business operations and IT Service Management (ITSM) requirements. This role requires strong ServiceNow administration experience, technical leadership skills, and the ability to collaborate with stakeholders across multiple teams. Responsibilities:

• Administer and maintain the ServiceNow platform, including users, groups, roles, ACLs, and platform configurations.
• Support core ServiceNow modules including Incident, Problem, Change, Request, Knowledge, and CMDB.
• Configure and maintain workflows, business rules, forms, catalogs, reports, dashboards, and notifications.
• Manage platform updates, releases, patches, upgrades, and instance clone activities.
• Monitor platform performance, instance health, and maintenance activities.
• Support integrations between ServiceNow and enterprise systems using REST APIs, Integration Hub, MID Server, and data import/export processes.
• Collaborate with stakeholders to gather requirements, evaluate enhancements, and participate in solution reviews.
• Maintain platform governance, compliance, documentation, data quality, and audit readiness.
• Provide end-user support, training, troubleshooting, and operational guidance.
• Support testing activities including Automated Test Framework (ATF), regression testing, and user acceptance testing.
• Provide architectural guidance for platform design, integration strategy, scalability, and long-term maintainability.
• Utilize AI-enabled tools to improve productivity and solution quality.
• Participate in Agile development and SDLC processes.

• Bachelor’s degree in a related field from an accredited college or university preferred.
• In lieu of a degree, an additional four (4) years of relevant experience may be substituted.
• Minimum five (5) years of Information Technology experience.
• ServiceNow Certified System Administrator (CSA) certification required.
• Experience administering ServiceNow platform configurations, security, and governance.
• Experience with ServiceNow ITSM modules including Incident, Change, Problem, Knowledge, Request, and CMDB.
• Experience supporting ServiceNow integrations, REST APIs, Transform Maps, MID Server, and Integration Hub.
• Knowledge of SDLC methodologies and Agile practices.
• Experience with Change Management, Configuration Management, and Application Lifecycle Management (ALM).
• Strong communication, facilitation, troubleshooting, and organizational skills.
• Proficiency with Microsoft Office Suite.
• Experience with AI tools such as GitHub Copilot and Playwright.
• Ability to obtain and maintain a Public Trust clearance.
• Must meet residency and background investigation requirements.

Preferred Qualifications:

• Experience administering two or more of the following ServiceNow areas:
• ITSM (Incident, Change, Problem, Knowledge, CMDB/CSDM)
• Strategic Portfolio Management (SPM), Demand Management, and Project Portfolio Management (PPM)
• ITOM, SecOps, and Customer Service Management (CSM)
• REST API integrations, MID Server, Integration Hub, and data migration activities
• ITIL Certification.
• Experience providing architectural leadership and platform modernization recommendations.