Description About the Role iTech is building AI-powered delivery tooling that changes how ServiceNow solutions are designed, built, and delivered. A critical piece of that investment is our internal AI tooling platform, which powers research, knowledge management, and delivery enablement across our consulting practice. We're hiring an AI Platform Administrator to own the day-to-day operations of our internal AI tooling platform and ensure it runs reliably, securely, and effectively for our internal teams. You'll be the person who keeps it running, configured correctly, and continuously improving for the people who depend on it. Beyond platform administration, this role has a development component. When the platform is running smoothly and admin work is caught up, you'll use the platform to build internal demos, prototype offerings, and develop delivery assets that showcase what it can do. This is a role that rewards initiative - the better you run the platform, the more time you earn to build things on it. What You'll Do Own platform operations. Monitor platform health, uptime, and performance. Be the first responder when something breaks or degrades. Coordinate with the vendor to resolve issues quickly. Manage users and access. Handle onboarding, offboarding, role assignments, and permissions. Ensure the right people have the right access and that security policies are enforced. Configure and optimize the platform. Manage knowledge bases, AI agent configurations, workspace settings, integrations, and platform features. Continuously tune the platform based on how teams are actually using it. Support internal users. Be the go-to person when someone has a question, runs into an issue, or needs help getting value from the platform. Triage issues and escalate to the vendor when needed. Manage the vendor relationship. Coordinate with the vendor on updates, feature requests, bug reports, and roadmap alignment. Be the bridge between iTech's needs and the vendor's product direction. Track adoption and usage. Monitor usage metrics, identify underutilized features, and report on platform ROI. Surface insights that help leadership understand how the platform is driving value. Maintain documentation. Keep runbooks, process docs, and internal knowledge base articles current. Document configurations, troubleshooting steps, and operational procedures. Support security and compliance. Ensure the platform meets iTech's data privacy, access control, and security standards. Coordinate on any compliance requirements related to AI tooling. Drive continuous improvement. Identify opportunities to improve workflows, automate routine tasks, and get more value from the platform. Bring ideas, not just ticket responses. Build demos and internal offerings. Leverage the platform and other AI tooling to develop internal demos, prototype ServiceNow offerings, and create delivery assets. Turn platform knowledge into tangible outputs that help the team sell and deliver. Support ServiceNow delivery. Apply your ServiceNow platform knowledge to contribute to delivery efforts when capacity allows - whether that's building demo environments, validating configurations, or supporting offering development. What You Bring 2+ years in SaaS platform administration, IT operations, or a related operational role. You know what it means to keep a platform running for a team that depends on it daily. Comfort with AI/ML concepts. You don't need to build models, but you need to understand what knowledge bases, AI agents, prompt configurations, and AI-generated outputs are and how they work. You should be able to configure AI features, not just use them. Experience managing vendor relationships. You've been the point of contact between your organization and a SaaS vendor. You know how to file effective bug reports, push for timelines, and advocate for your users. Strong troubleshooting skills. When something breaks, you dig in. You can isolate issues, check logs, test configurations, and determine whether it's a platform issue, a user issue, or a vendor issue before escalating. User management and access control experience. You've managed user accounts, roles, and permissions in a SaaS environment. IAM concepts are not new to you. Clear communication skills. You can write clean documentation, explain technical issues to non-technical stakeholders, and keep people informed without overcomplicating things. Self-directed work style. This role doesn't have someone standing over it. You need to own the platform proactively, not wait to be told something is broken. ServiceNow Certified System Administrator (CSA). Preferred Experience with AI-powered platforms or tools. Hands-on work with platforms like Claude, ChatGPT Enterprise, Notion AI, Glean, or similar AI-enabled SaaS products. Familiarity with API integrations. Understanding of how SaaS platforms connect to other systems via APIs, webhooks, or middleware. You don't need to write code, but you should understand how data flows between systems. Experience with workflow automation tools. Familiarity with n8n, Make, Zapier, Power Automate, or similar platforms. ServiceNow development experience. Hands-on work building applications, workflows, or integrations on the ServiceNow platform. Scripting (server-side and client-side), Flow Designer, scoped applications - enough to contribute meaningfully to demo builds and offering prototypes. Background in consulting or professional services environments. Understanding of how a consulting firm operates and what delivery teams need from internal tooling. Basic data analysis skills. Ability to pull usage reports, spot trends, and present findings to leadership. Bonus Experience administering multiple SaaS platforms simultaneously ServiceNow Certified Application Developer (CAD) Experience with knowledge management systems or enterprise search platforms Background in change management or internal tool adoption programs CompTIA, ITIL, or cloud platform certifications What This Role Is NOT To be direct: Not a full-time engineering role. Your primary responsibility is platform administration. You will build demos and prototypes, but the core of the job is keeping the platform healthy and the team productive. Not a data science or ML role. You don't need to understand model training, fine-tuning, or MLOps pipelines. You need to understand how to configure and manage AI-powered features as an administrator. Not a help desk role. Yes, you'll support users, but this is platform ownership, not ticket processing. You're expected to proactively improve the platform, not just react to problems. Not a part-time responsibility. As iTech scales its use of AI tooling, this platform becomes increasingly critical to how we deliver. It needs a dedicated owner. Why This Role Exists AI tooling is becoming central to how iTech delivers ServiceNow solutions. Our internal AI tooling platform is one of the key systems powering that shift, but a platform is only as good as how well it's operated and maintained. Right now, platform administration is spread across people whose primary job is something else. That works at small scale. It doesn't work as adoption grows, configurations get more complex, and the team's dependency on the platform deepens. This role exists to give our internal AI tooling platform a dedicated owner - someone who wakes up every day thinking about whether the platform is running well, whether the team is getting value from it, and what should be better. You'll help ensure that iTech's investment in AI tooling translates into real delivery advantage.
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