Strategic Platform Administrator II- Service Now (IT Ops)

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

We are seeking an experienced and technically capable Platform Administrator II (Service Now, IT Ops) to join our IT Operations Strategic Platform Administration team with primary responsibility for the ServiceNow platform. This role is responsible for administering, maintaining, and enhancing platform capabilities while ensuring stable, secure, and reliable operations.

The ideal candidate demonstrates strong Service Now administration skills, works independently on moderately complex assignments, partners with stakeholders to deliver platform improvements, and serves as a technical resource for junior ad

Candidates should possess the following qualifications to be considered for an interview. 

• Active ITIL Foundation Certification (minimum)- REQUIRED
• 2+ years of hands-on ServiceNow administration experience
• Experience supporting ServiceNow ITSM modules, including Incident, Change, Request, and Knowledge Management
• Experience with ServiceNow workflow configuration, forms, catalogs, notifications, and reporting
• Experience administering platform security, roles, groups, and access controls
• Demonstrated troubleshooting and root-cause analysis experience in a production environment
• Experience working within change management, release management, and SDLC processes
• Ability to translate business requirements into practical ServiceNow solutions

Minimum Qualifications – Please Apply Only If You Meet All Requirements:

• ITIL Foundation Certification, at minimum- REQUIRED
• 2+ years of hands-on ServiceNow Administration experience
• Experience supporting ITSM processes in an enterprise environment
• Ability to participate in an on-call support rotation
• Candidates must be authorized to work in the United States without current or future visa sponsorship

Platform Administration & Operations

• Administer and support ServiceNow platform modules including ITSM, CMDB, workflows, request management, knowledge, and reporting.

• Perform platform configuration, maintenance, upgrade support, patch validation, and operational administration.

• Monitor platform performance and proactively address incidents, errors, failed jobs, integration issues, and operational trends.

• Conduct troubleshooting and root cause analysis for recurring or moderately complex platform issues.

Configuration, Development & SDLC Execution

• Design, configure, and enhance ServiceNow workflows, forms, fields, catalog items, notifications, and automation.

• Support full SDLC processes including requirements clarification, solution configuration, QA, UAT, deployment, and post-release validation.

• Collaborate with developers, architects, process owners, and business stakeholders to implement scalable platform solutions.

• Ensure configuration changes follow change management, release governance, documentation, and quality standards.

Security, Access & Compliance

• Administer platform access controls, roles, groups, and security-related configuration within established standards.

• Support compliance reviews, audit requests, access reviews, and platform governance activities.

• Identify security, access, or control gaps and recommend remediation actions.

Performance, Monitoring & Optimization

• Monitor and analyze ServiceNow platform performance and recommend improvement opportunities.

• Leverage platform logs, analytics, dashboards, and monitoring tools to improve reliability and efficiency.

• Support data integrity within core platform components including CMDB, reporting data, and operational records.

• Partner with senior administrators to improve platform stability across production and non-production environments.

Reporting & Analytics

• Develop and maintain ServiceNow dashboards, scheduled reports, and operational analytics.

• Support enterprise reporting needs for IT leadership, operations reviews, and governance forums.

• Analyze data and provide actionable insights to improve IT service performance and process effectiveness.

Stakeholder Collaboration & Process Improvement

• Partner with IT and business stakeholders to understand workflows, pain points, and platform enhancement needs.

• Translate business requirements into practical ServiceNow configuration and administration solutions.

• Recommend process improvement, workflow modernization, and automation opportunities.

• Support adoption of enterprise standards and consistent platform administration practices.

Leadership & Mentorship

• Serve as a technical resource for junior platform administrators.

• Lead or support small-to-medium platform initiatives, enhancements, upgrades, and operational improvement efforts.

• Contribute to platform documentation, standards, knowledge transfer, and team operating procedures.

Operational Support

• Provide on-call support, including after-hours and weekend coverage as required.

• Support incident response, service restoration, root cause follow-up, and business continuity activities.

• Assist with developing, maintaining, and testing disaster recovery capabilities.

• Bachelor's degree in a technical field or equivalent experience.

• 4-6 years of IT experience with 2-4 years of ServiceNow platform administration preferred.

• Experience administering enterprise SaaS, workflow, ITSM, or vendor-based platforms.

• Demonstrated ability to translate business needs into practical technical solutions.

• Strong communication, analytical, troubleshooting, and organizational skills.

• Ability to work independently on moderately complex assignments and support multiple priorities.

• ServiceNow Certified System Administrator (CSA).

• Additional ServiceNow certifications such as CAD or CIS module certifications preferred.

• Experience in IT Operations, enterprise platform governance, or large-scale platform administration roles.

Employee Benefits:  

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health.  Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.   

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email eric.hess@protective.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.