ServiceNow

• Administer and support the ServiceNow platform
• Continuously monitor and report on service levels, platform performance and health, proactively identify and resolve performance bottlenecks, implement performance tuning and optimization
• Provide level 2 & 3 support for handling and resolving incidents, communicate with vendor support depending on the context & complexity of issues
• Operationalize the Change Management Process by managing and implementing changes to the platform, coordinate with stakeholders of the platform delivery team to schedule and approve changes, while ensuring minimal disruption to services during changes
• Support the planning, scheduling, and executing of the platform (vendor) releases and updates
• Ensure smooth deployment processes and rollback plans if needed
• Maintain existing internal services for platform users as well as develop and deploy new ones (e.g. access requests, group configuration etc.)
• Develop, test, and deploy fixes to issues based on proactive measures or reported incidents in alignment with the Development Team
• Develop, test, and deploy minor enhancements in alignment with the platform development team to continuously improve platform delivery (covering e.g., architecture, performance, availability, usability, correctness, consistency)
• Support and be part of the handover process within the Development Team
• Regularly apply security patches and updates, in alignment with the platform delivery team and the development team
• Implement and manage platform security measures (firewalls, encryption, access controls)
• Conduct regular security assessments and audits
• Respond to and mitigate security incidents
• Manage user accounts and permissions based on Incidents or Service Requests
• Maintain an inventory of application configurations and settings, document and manage configuration changes
• Ensure that the platform complies with relevant regulations and standards, provide support for audits and compliance checks

ServiceNow · Bulgaria Jobs