ServiceNow Administrator

Key Responsibilities

• Serve as the primary technical lead, working closely with the platform owner and lead developer as the new team is formed
• Perform comprehensive environment health checks and technical discovery to understand existing configurations and customizations
• Manage day-to-day ServiceNow administration, including users, groups, roles, and security ACLs
• Troubleshoot and resolve complex platform and integration issues
• Manage upgrades, patches, cloning, and release validation across environments
• Support and maintain core ServiceNow modules, including ITSM, CMDB, ITAM, ITOM, and SecOps
• Ensure CMDB integrity through reconciliation rules, discovery, service mapping, and governance aligned to ITIL v4 and CSDM
• Manage and troubleshoot REST/SOAP integrations, IntegrationHub workflows, and MID Servers
• Develop and maintain integrations with enterprise systems such as Microsoft Intune, Azure, and other SaaS platforms
• Act as lead ServiceNow technical admin, defining current-state and target-state architecture
• Own platform governance, security compliance, and standards enforcement
• Identify performance bottlenecks and implement remediation strategies
• Collect and analyze metrics to track platform usage, workflow efficiency, and operational health
• Maintain technical documentation covering architecture, data governance, and system design
• Work within Agile methodologies to support design, development, testing, deployment, and post-deployment support
• Partner with ITSM, infrastructure, application, asset, and security teams to support impact analysis and root cause analysis
• Mentor ServiceNow and CMDB resources and contribute to roadmap planning

Required Qualifications

• ServiceNow Certified System Administrator (CSA) required; CAD or CIS certifications preferred
• 5+ years of enterprise ServiceNow administration experience
• Strong understanding of ITSM processes and best practices
• Proven ability to work independently in complex environments
• Strong forensic troubleshooting skills, including reading existing JavaScript, GlideRecord, Business Rules, and Script Includes
• Experience with CMDB, Discovery, Service Mapping, and data governance
• Proven experience with ITSM, CMDB, ITAM, ITOM, SPM, and SecOps
• Integration experience using IntegrationHub, REST APIs, SOAP, and MID Servers
• Proficiency in JavaScript, HTML, CSS, and ServiceNow configuration tools
• Able to document architecture, data models, and technical designs

Technical Skills

• Enterprise ServiceNow administration and CMDB ownership
• CSDM and ITIL v4 alignment
• Integration workflows, APIs, MID Servers, and ETL concepts
• ServiceNow Flow Designer, Business Rules, Script Includes, Scheduled Jobs
• Strong understanding of infrastructure components (on-prem, cloud, containers)

Soft Skills

• Strong analytical and problem-solving abilities
• Excellent written and verbal communication skills
• Ability to collaborate with senior leadership and cross-functional teams
• Strong organizational and project management skills
• High attention to detail and sound judgment under pressure

Preferred Experience

• Additional ServiceNow certifications (ITOM, Discovery, CMDB, IntegrationHub)
• ITIL v4 Foundation
• Scripting experience (JavaScript, PowerShell, Python)