ServiceNow Administrator

Key Responsibilities

• Administer, configure, and enhance the ServiceNow platform to support ITOM, ITAM, and CMDB capabilities.
• Lead implementations and improvements for Discovery, Service Mapping, and Event Management, ensuring visibility across our technology ecosystem.
• Maintain and improve CMDB data integrity through reconciliation, normalization, and adherence to the Common Service Data Model (CSDM).
• Design and develop applications, workflows, and automations that optimize platform performance and user experience.
• Develop and maintain integrations with enterprise systems such as Active Directory, SCCM, AWS, Azure, and monitoring platforms using REST/SOAP APIs and Integration Hub.
• Collaborate with business partners to define strategies, roadmaps, and platform improvements that align with enterprise goals.
• Participate in platform governance, including change management, upgrade planning, and instance health monitoring.
• Support governance and maturity of the Asset and Configuration Management practices, aligned with ITIL and Enterprise Technology standards.
• Partner with IT and business stakeholders to design solutions that balance functionality, cost, and long-term sustainability.
• Ensure system security through effective role-based access controls (RBAC) and compliance with Erie’s security standards.
• Document configurations, solutions, and operational processes to promote sustainability and knowledge sharing.
• Contribute to an Agile delivery environment, supporting sprint planning, backlog refinement, testing, and deployment activities.

Required (within one year of hire)

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – ITOM (Discovery, Event Management, Service Mapping)
• ServiceNow Certified Implementation Specialist – ITAM (HAM/SAM)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified CMDB or CSDM Specialist
• ITIL v4 Foundation Certification
• Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent experience.
• 3–5 years of ServiceNow administration and development experience in a large, complex enterprise environment.