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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive expertise in ServiceNow platform administration and development, with a strong focus on ITSM, incident management, and operational excellence. Proven ability to lead and mentor support teams while ensuring compliance with governance standards and driving service improvements.
Highest-signal resume keywords
ServiceNow Platform AdministrationITSM ExpertiseIncident Management LeadershipServiceNow Certified System Administrator (CSA)Stakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ServiceNow DevelopmentREST/SOAP APIsPerformance TuningData ManagementChange ManagementKnowledge ManagementCMDB ManagementMulti-instance SupportOperational Metrics DefinitionRoot Cause Analysis
Soft Skills
Team LeadershipStrategic ThinkingDecision-Making Under PressureExcellent CommunicationAnalytical Problem-Solving
Tools & Technologies
NowAssistAWSAzureMID ServersMonitoring Strategies
Certifications & Qualifications
ServiceNow Certified System Administrator (CSA)
Industry Keywords
Governance Standards24x7 Support ModelsOperational MaturityService DeliveryPerformance Management
Tech Stack
Tools & technologiesAWSAzureITSMServiceNowSOAP
About the role
Key responsibilities & impact- Lead day-to-day ServiceNow production support across Tier 1 and Tier 2 teams
- Ensure platform availability, reliability, and performance across environments
- Manage support operations for multiple ServiceNow modules and instances
- Define and maintain support processes, workflows, and escalation models
- Oversee shift operations, including 24x7 support structures
- Participate actively in platform clone and upgrade activities
- Act as the primary escalation point for P1 and P2 incidents
- Lead major incident bridges and ensure timely resolution
- Drive root cause analysis and corrective actions
- Track incident trends and implement preventive measures
- Ensure SLA and OLA adherence across support tiers
- Own overall ServiceNow support service delivery
- Define KPIs, SLAs, and operational metrics
- Conduct service reviews with stakeholders and leadership
- Ensure compliance with governance standards and best practices
- Drive operational maturity and service improvements
- Lead and mentor Tier 1 and Tier 2 support teams
- Manage team capacity planning and resource allocation
- Conduct performance reviews and skill development planning
- Identify training needs and drive capability building
- Foster a collaborative, high-performance team culture
- Identify recurring issues and drive permanent fixes
- Promote automation and platform optimization initiatives
- Improve platform performance and operational efficiency
- Drive knowledge management and documentation maturity
- Implement proactive monitoring strategies
- Serve as the primary point of contact for business stakeholders
- Coordinate with infrastructure, security, and integration teams
- Manage vendor relationships and support transitions where applicable
- Provide executive-level reporting on platform health and performance
- Oversee change and release activities across environments
- Ensure smooth production deployments and stabilization
- Review high-risk changes and approve deployment readiness
- Support release planning and execution strategies
Requirements
What you’ll need- 10+ years of experience
- Strong hands-on experience with ServiceNow platform administration and development
- Expertise in ITSM, Service Catalog, CMDB, Knowledge Management, Change Management, and Incident Management
- Good understanding of REST/SOAP APIs, MID Servers, performance tuning, and data management
- Experience supporting multi-instance ServiceNow environments
- Knowledge of Performance Management and resiliency engineering
- Knowledge of release and deployment processes
- Experience with NowAssist and AI capabilities
- Strong team leadership and mentoring capabilities
- Experience managing large, distributed teams
- Strong incident leadership experience
- Strategic thinking and operational planning ability
- Stakeholder management and executive communication
- Strong decision-making ability under pressure
- Excellent communication and reporting skills
- Ability to manage multiple priorities
- Strong analytical and problem-solving mindset
- High accountability and ownership
- ServiceNow Certified System Administrator (CSA) certification required
- Experience managing enterprise-scale ServiceNow support environments
- Experience supporting global 24x7 support models
- Exposure to platform governance frameworks
- Exposure to AWS and Azure
Benefits
Comp & perks- Equal employment opportunity
- Reasonable accommodations for qualified individuals with disabilities
- Fair chance employer; background check not initiated until an offer is made