ServiceNow Administrator

About the role

The ServiceNow Administrator is responsible for the day-to-day platform, participating in the agile development process for the platform, minor development enhancements and defects, creating reports and dashboards, and general configuration and support for the platform. This role will develop a deep understanding of the ServiceNow platform and its configurations and customizations.

Responsibilities

• Provide level 2 support for all products, applications, and processes on the ServiceNow platform.
• Assist with creating reports, metrics, and dashboards (including performance analytics).
• General platform administration and support including 24x7 on-call availability for critical production issues.
• Monitor essential data quality and escalate as necessary.
• Support all deployed capabilities (ITSM, Service Portal, CSM, Virtual Agent, Sec Ops, Service Catalog, CMDB, Discovery).
• Support process activities and provide work instructions to ensure proper documentation.
• Follow ITIL best practices and facilitate cross-discipline awareness, including cross-training and engagement in processes.
• Gather service-related data, create dashboards, and participate in performance improvement initiatives.

Requirements

• ServiceNow Certified Administrator.
• Strong analytical, problem-solving, and decision-making capabilities.
• ITIL v3 Foundations Certification (a plus).
• Experience or familiarity with agile development and testing methodology.
• Bachelor’s Degree or additional years of work experience in lieu of a degree.
• 1-2 years of relevant experience.
• 1-2 years of experience working in a System Admin Role.

Skills

• Demonstrated ability to troubleshoot systems.
• Ability to train users and host department training on systems and applications.
• Understanding of Change Management framework (ITIL preferred).
• Experience with SQL server, databases, Reporting services, and system integrations.
• Ability to work independently in a fast-paced dynamic environment.
• Excellent written and oral communication skills.