Join Optum, a global leader in healthcare technology, and contribute to improving health outcomes for millions. Our team is dedicated to connecting individuals with the care, resources, and pharmacy benefits they need to thrive. You'll be part of an inclusive culture with talented colleagues, comprehensive benefits, and abundant career development opportunities, all while advancing global health optimization.

This role is integral to designing, engineering, and managing our infrastructure and operational platforms, including IaaS, PaaS, and traditional enterprise systems. You will translate functional and non-functional requirements into robust system designs, ensuring seamless integration and efficient platform usage for our customers. By monitoring technological advancements and industry trends, you'll help shape company standards and drive continuous improvement through product management practices, including recommending investments or retirements for systems.

Responsibilities include analyzing existing systems to enhance performance, reliability, scalability, security, and maintainability. You'll also collaborate closely with business and technology stakeholders to develop roadmaps, resolve cross-system dependencies, and ensure effective service integration for end customers.

Administer and support two enterprise ServiceNow production instances for over 300,000 users, ensuring platform availability, stability, and security within organizational SLAs. Participate in a rotating on-call schedule for urgent incident response and resolution outside business hours.

Execute ServiceNow platform upgrades and patching across all SDLC and production environments, managing pre-upgrade preparation, clone downs, and post-upgrade validation. Perform routine platform administration, including user and service account management, group permissions, certificate lifecycle, and license tracking.

Monitor and support over 1,000 active integrations (REST, SOAP, basicAuth), triaging failures and escalating vendor cases as needed. Administer MID server infrastructure for platform-to-network communication. Conduct ServiceNow health scan analysis and drive remediation efforts.

Support clone down operations across the full SDLC stack, coordinating with development teams and validating environment integrity. Contribute to knowledge management by authoring and maintaining operational runbooks and troubleshooting articles. Track and coordinate remediation of platform vulnerabilities.

Contribute to ESM Operations project delivery and development workstreams, including automation and platform governance. Operate within the Platform Gate Framework governance process to ensure readiness for production promotion. Analyze and investigate system behaviors, providing explanations and interpretations.

A graduate degree or equivalent practical experience is required. Minimum of 3 years of experience in ServiceNow platform administration or operations within a production enterprise environment.

Proven experience with ServiceNow on-call support, incident response, and platform triage in a high-availability setting. Hands-on expertise in executing ServiceNow upgrades, patching, clone operations, and environment management across a full SDLC stack.

Proficiency in administering user accounts, groups, roles, and permissions at an enterprise scale. Familiarity with monitoring and supporting integrations across REST, SOAP, and basicAuth connection types.

Strong JavaScript skills for ServiceNow scripting (background scripts, business rules, automated workflows). Excellent written communication skills for clear incident documentation, runbooks, and stakeholder updates. Ability to operate independently, prioritize demands, and escalate effectively under pressure.