Systems Administrator II - ServiceNow

About Our Company

We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer.

Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses – Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

Job Description

Join our team as a Systems Administrator supporting our ServiceNow platform. In this role, you will provide system administration, operational support, and technical expertise to ensure the performance, reliability, and continuous improvement of our ServiceNow environment. You will manage platform configuration, maintenance, monitoring, and troubleshooting while resolving complex technical issues and supporting critical business operations.

You'll also help drive innovation through system planning, process optimization, and the implementation of scalable solutions that enhance our platform and infrastructure capabilities.

Work Schedule & On-Call Support: This role primarily operates during standard business hours. Occasional after-hours, weekend, and on-call support may be required to support critical incidents, platform maintenance activities, deployments, and other operational needs.

Key Responsibilities

• Platform Operations & Administration
• Manage the day-to-day administration, operational support, and overall health of the ServiceNow platform, including system monitoring, performance optimization, user administration, instance configuration, and platform governance.
• Provide operational ownership and support for core ServiceNow applications, including ITSM, ITOM, HRSD, CMDB, Discovery, Service Catalog, Knowledge Management, and custom applications.
• Manage ServiceNow Incident, Request, Problem, and Operational Support queues to ensure timely resolution of platform issues, defects, service degradations, and user requests in accordance with established SLAs.
• Implement, support, and maintain integrations with enterprise systems using MID Servers, REST APIs, SOAP APIs, IntegrationHub, and related technologies while ensuring reliability, scalability, and data integrity.
• Monitor platform performance, availability, integrations, scheduled jobs, event logs, and system health metrics to proactively identify risks, prevent outages, and improve platform stability.
• Develop and maintain operational dashboards, KPIs, and reporting to provide visibility into platform health, service performance, incident trends, problem trends, and operational effectiveness.
• Incident, Problem & Release Management
• Serve as a key contributor during Major Incident Management (P1/P2) events by leading platform triage, coordinating recovery efforts, managing stakeholder communications, and driving timely service restoration.
• Lead Problem Management activities by performing root cause analysis, identifying recurring issues, implementing corrective actions, and driving continual service improvement initiatives.
• Support Release Management processes by coordinating deployments, validating releases, conducting production readiness reviews, supporting change implementations, and ensuring successful post-deployment outcomes.
• Plan, coordinate, and execute routine platform maintenance activities, including upgrades, patching, cloning, instance refreshes, certificate renewals, and platform health remediation efforts while minimizing business disruption.
• Governance, Security & Resiliency
• Develop, maintain, and test Disaster Recovery (DR) and Business Continuity procedures to ensure platform resiliency, recoverability, and compliance with organizational recovery objectives.
• Ensure compliance with enterprise security standards, access controls, audit requirements, segregation of duties policies, and platform governance standards.
• Maintain platform documentation, including architecture diagrams, operational runbooks, support procedures, integration documentation, disaster recovery plans, and knowledge articles.
• Collaboration, Leadership & Continuous Improvement
• Partner with ServiceNow Support and third-party vendors to manage escalations, troubleshoot complex platform issues, coordinate defect resolution, and advocate for business priorities.
• Collaborate with ServiceNow Architects, Business Systems Analysts, Developers, Infrastructure teams, and platform stakeholders to ensure solutions are scalable, maintainable, and aligned with enterprise standards.
• Drive operational excellence through automation, process optimization, technical debt reduction, platform monitoring enhancements, and continuous improvement initiatives.
• Provide technical guidance and mentorship to junior administrators and support personnel while promoting ServiceNow best practices and operational standards.
• Adhere to Agile methodologies, ITIL processes, ServiceNow best practices, and enterprise change management standards.
• Required Qualifications
• Education: Associate degree or equivalent work experience.
• Experience: 3 to 5 years of relevant work experience.
• 3+ years of experience with the ServiceNow platform in a development, operations, or administration capacity. Proven expertise managing the ServiceNow platform within a large enterprise environment.
• Strong knowledge of ITSM processes and modules (Incident, Problem, Change, CMDB, etc.).
• Proficiency in JavaScript, Flow Designer, Business Rules, Script Includes, and UI Policies.
• Exposure to HRSD, SecOps, or GRC modules is preferred. Strong knowledge of ITIL, Agile, and DevOps methodologies.
• Strong experience with ServiceNow configuration, scripting, integrations (REST and SOAP APIs), and automation.
• Excellent communication and documentation skills.

Preferred Qualifications

• Bachelor's degree or equivalent.
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified System Administrator (CSA).
• Experience with ServiceNow ITOM (including Discovery, Event Management, and Service Mapping)
• In-Office Collaboration

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least four (4) days per week, with flexibility to work from home one (1) day per week.

Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Visa Sponsorship

Applicants must have a valid work authorization that does not now, or in the future, require visa sponsorship for employment in the United States (e.g., H-1B, F-1 CPT, F-1 OPT, TN).

Base Pay Salary

The estimated base salary for this role is $76,300 - $104,900 a year. We have a pay-for performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role.

We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurances.

Full-Time/Part-Time

Full time

Exempt/Non-Exempt

Exempt

Job Family Group

Technology

Line of Business

TECH Technology

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.