Overview

Shift: 12 pm to 9 pm

Key Responsibilities

• Administer, monitor, and maintain ServiceNow SPM applications in production environments.
• Perform platform upgrades, patches, and health checks with specific focus on SPM module integrity.
• Troubleshoot and resolve performance issues using structured methodology (logs, profiling, transaction analysis).
• Handle incident management with logical, systematic problemsolving approaches.
• Implement and maintain operational best practices for SPM modules, including data governance.
• Manage SPMspecific integrations in production (monitoring, error handling, performance optimization).
• Collaborate with development teams on deployment and release activities.

Technical Requirements (Practical Experience MustHaves)

• SPM Operations & Project Experience: Handson experience with at least 4 to 5 SPM module upgrades/migrations across different client or enterprise projects. Must have been involved in the operational sustainment of SPM in at least 5 distinct project environments.
• Performance Troubleshooting: Proven ability to diagnose and resolve SPM performance issues (slow dashboards, reports, integrations).
• Integration Operations: Production experience managing SPM integrations with understanding of:
  • Idempotency, retry logic, error handling queues.
  • External ticket mapping and sync mechanisms.
  • REST vs SOAP operational considerations.
• Administration: Deep knowledge of SPMspecific ACLs, properties, and data maintenance procedures.
• Incident Resolution: Structured approach to troubleshooting (minimum 4/5 rating expectation).

Soft Skills & Ratings Expectation

• Logical problemsolving: 4/5 or higher.
• Communication clarity: 4/5 or higher.
• Ability to explain technical concepts with practical examples drawn from multiple project experiences.

Interview Red Flags (Based on Previous Feedback)

• Cannot provide specific examples of SPM upgrade challenges/solutions from different projects.
• Gives generic answers about troubleshooting ("check logs" without methodology).
• Hasn't handled real SPM production incidents across multiple client environments.
• Lacks understanding of integration error handling patterns.
• Cannot demonstrate experience sustaining SPM operations in at least 45 project lifecycles.