Platform Administrator 3, Servicenow Platform

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
**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.

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,
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 ou