Strategic Platform Administrator II

About the role

Protective is seeking a technical professional to join the IT Operations Strategic Platform Administration team. You will manage, maintain, and improve our ServiceNow environment to ensure secure and reliable operations while serving as a technical resource for junior staff.

Key facts

What you'll do

• Administer and configure ServiceNow modules including ITSM, CMDB, workflows, request management, and knowledge bases.
• Handle platform maintenance, including upgrades, patch validation, and performance monitoring.
• Perform root cause analysis and troubleshooting for production issues.
• Manage platform security, including access controls, roles, and groups.
• Partner with business stakeholders to translate requirements into functional ServiceNow solutions.
• Support the full software development lifecycle from requirements gathering through deployment and testing.
• Participate in an on-call rotation for after-hours and weekend support.
• Mentor junior administrators and document team procedures.

Requirements

• Active ITIL Foundation Certification.
• Minimum 2 years of hands-on ServiceNow administration experience.
• Experience supporting ITSM processes within an enterprise environment.
• Demonstrated ability to manage workflows, forms, catalogs, and notifications.
• Experience with change management, release management, and SDLC processes.
• Must be authorized to work in the United States without current or future visa sponsorship.

Nice to have

• ServiceNow Certified System Administrator (CSA) certification.
• Additional ServiceNow certifications such as CAD or CIS.
• Experience in IT Operations or large-scale platform governance.

Skills & tools

• ServiceNow (ITSM, CMDB, Reporting, Performance Analytics).
• Security administration (SSO, LDAP, Active Directory).
• Integration concepts (REST APIs, middleware).
• Scripting and automation (PowerShell, Python).
• Monitoring tools (App Insights, Dynatrace, Splunk).
• Familiarity with Azure and CI/CD practices.

Practical notes

Benefits include health, dental, and vision insurance, mental health support, and an employee assistance program. Financial benefits include a pension plan, 401(k) with company match, and contributions to healthcare accounts. Paid time off includes parental leave, short-term disability, and a cultural observance day. Employees may participate in ProHealth Rewards for cash incentives. If you require a disability-related accommodation for the application process, email eric.hess@protective.com.