Platform Administrator 3, ServiceNow platform

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Job Summary

Our mission in Reliability Engineering (RE) at Comcast: Use innovative software and tools to transform operations in order to improve the performance of our network and products for our residential and business customers. We are on a journey to redefine how people, process and technology come together to create the necessary capabilities enabling world-class business and technology operations. At the core of this transformation are the products the IOP (Innovation Operations Platform) team builds to support ITSM and ITOM processes, customer troubleshooting and enablement.

Job Description

We are seeking a dedicated ServiceNow Platform Administrator (Engineer 3) to take ownership of the day-to-day management,
administration, and operational oversight of our ServiceNow platform. The role will focus on ensuring platform stability, performance,
security, and compliance, as well as supporting users and troubleshooting issues. The ideal candidate will be experienced in ServiceNow
administration, managing user roles, and ensuring the smooth running of the platform while working with various stakeholders to meet
organizational needs

Key Responsibilities:

• Platform Administration & Maintenance :
  • Perform day-to-day administration of the ServiceNow platform, ensuring platform stability, uptime, and performance.
  • Conduct system monitoring and health checks , proactively identifying issues and optimizing platform operations to maintain high availability.
  • Manage and maintain user roles, groups, and access permissions , ensuring security compliance and appropriate user access across the platform.
  • Oversee and perform ServiceNow platform upgrades , patches, and hotfix installations, coordinating with stakeholders to minimize service disruptions.
  • Implement regular platform backups and ensure data recovery processes are in place, maintaining the integrity of platform data.
• Performance Monitoring & Issue Resolution :
  • Act as the primary point of contact for platform-related issues , troubleshooting and resolving system problems in a timely manner.
  • Monitor platform logs and system alerts to identify potential issues or performance bottlenecks, taking preventive actions to avoid downtime.
  • Respond to and resolve platform-related incidents , ensuring timely resolution and root cause analysis to prevent future occurrences.
  • Collaborate with support teams and external vendors (when needed) to escalate and resolve complex technical issues.
• Security, Compliance, and Governance :
  • Manage platform security policies by enforcing role-based access control, ensuring that sensitive data is protected and system access is properly managed.
  • Ensure the platform remains in compliance with corporate and regulatory policies , implementing any necessary security patches or configurations.
  • Conduct regular audits of user activity, role assignments, and system configurations to ensure adherence to security and governance standards.
• System Integration & Monitoring :
  • Oversee the integration and maintenance of external systems with the ServiceNow platform, ensuring that data flows smoothly and efficiently between systems.
  • Collaborate with infrastructure teams to ensure proper network and database configurations , ensuring optimal platform performance.
  • Ensure effective use of platform monitoring tools to maintain real-time oversight of system performance and reliability.
• Documentation & Process Improvement :
  • Maintain up-to-date documentation on platform configurations , user roles, policies, and administrative procedures.
  • Continuously review and improve operational procedures, identifying areas for greater efficiency, automation, or simplification in platform management.
  • Develop and maintain platform administration guides for end-users and internal teams, providing clear instructions for common tasks.
• End-User Support & Training :
  • Provide platform support to end-users, addressing questions, troubleshooting issues, and providing guidance on best practices for system usage.
  • Assist in onboarding new users, ensuring they have the appropriate access and training to use the platform effectively.
  • Offer training and guidance on ServiceNow features and functionalities for internal users and technical teams.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do whats right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills

We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. Thats why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality to help support you physically, financially and emotionally through the big milestones and in your everyday life.

Please visit the benefits summary on our careers site for more details.

Education

Bachelors Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relative Work Experience

5-7 Years

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.