An experienced ServiceNow Administrator to manage, maintain, and optimize the ServiceNow platform. The candidate will be responsible for platform administration, user and access management, instance health, upgrades, governance, reporting, and support of core ServiceNow modules. The ideal candidate should have strong ServiceNow administration experience, excellent troubleshooting skills, and a solid understanding of ITSM processes.
Key Responsibilities
Platform Administration
Administer and maintain ServiceNow instances, ensuring high availability and performance.
Manage users, groups, roles, and access controls.
Configure and maintain forms, fields, notifications, assignment rules, SLAs, and workflows.
Monitor platform health, scheduled jobs, integrations, and system performance.
Support ServiceNow upgrades, patches, and release management activities.
Maintain platform security, governance, and compliance standards.
ITSM and Process Support
Administer and support:
Incident Management
Problem Management
Change Management
Request Management
Service Catalog
Knowledge Management
CMDB
Ensure adherence to ITIL best practices.
Support process improvements and platform optimization initiatives.
User Support and Operations
Provide L2/L3 support for ServiceNow-related issues.
Troubleshoot platform, access, workflow, and notification issues.
Manage platform incidents and service requests within agreed SLAs.
Coordinate with ServiceNow developers, business stakeholders, and support teams.
Reporting and Governance
Create and maintain reports, dashboards, and performance metrics.
Monitor data quality and CMDB health.
Support audit, compliance, and governance requirements.
Maintain platform documentation, knowledge articles, and standard operating procedures.
Required Skills
Strong experience administering the ServiceNow platform.
Hands-on experience with:
User and Role Administration
Access Controls (ACLs)
Service Catalog Administration
CMDB Administration
Knowledge Management
Reporting and Dashboards
Notifications and Email Configuration
Flow Designer
Update Sets
Understanding of ServiceNow architecture and data model.
Experience with platform upgrades and release management.
Basic scripting knowledge (JavaScript, Business Rules, Client Scripts) is desirable.
Familiarity with REST/SOAP integrations.
Process Knowledge
Strong understanding of ITIL and ITSM processes.
Experience supporting enterprise ServiceNow environments.
Knowledge of governance, compliance, and operational best practices.
Preferred Certifications
ServiceNow Certified System Administrator (CSA) – Required/Preferred
ServiceNow Certified Implementation Specialist (CIS-ITSM) – Preferred
ITIL Foundation Certification
ServiceNow Certified Application Developer (CAD) – Nice to Have
