IT​/Tech, IT Specialist, IT Business Analyst

Position: Job Description
Job Description
Enterprise Platform Administrator / Consultant – Service Now & Salesforce

Position Overview
We are looking for an  Enterprise Platform Administrator / Consultant  with hands-on knowledge of  Service Now and Salesforce  to configure, administer, automate, integrate, and continuously improve enterprise service management and customer operations platforms.
The successful candidate will work across both platforms, translating business requirements into scalable configurations, workflows, integrations, and governed platform solutions. The role requires a strong understanding of  IT Service Management (ITSM), CRM, platform administration, automation, scripting, data security, integration, testing, and release management .

Key Responsibilities
Service Now Administration & Configuration
Administer and configure Service Now instances, including tables, forms, lists, roles, groups, ACLs, notifications, and scoped applications.
Configure and support ITSM processes including:
Incident Management
Problem Management
Change Enablement
Request Fulfilment
Service Level Management
Work with the CMDB and Common Service Data Model to maintain service-aware processes.
Configure UI and data policies, client scripts, business rules, notifications, and other platform components.
Develop and maintain Service Now applications using Studio and App Engine Studio.
Build workflows and automations using Flow Designer and Integration Hub.
Configure Service Catalog items, record producers, approvals, and Virtual Agent topics.
Develop and troubleshoot server-side scripts using Glide Record and related Service Now APIs.
Create and consume REST APIs and work with Import Sets and Transform Maps.
Salesforce Administration & Development
Configure Salesforce objects, fields, record pages, relationships, profiles, permission sets, sharing rules, and field-level security.
Design scalable Salesforce data models using lookup, master-detail, and junction relationships.
Build business automation using Salesforce Flow Builder.
Configure validation rules, duplicate management, approval processes, reports, and dashboards.
Develop Apex classes, triggers, and automation where declarative capabilities are insufficient.
Write efficient SOQL queries and bulk-safe DML operations.
Develop and maintain Lightning Web Components.
Implement appropriate unit testing and asynchronous processing.
Integration & Data Synchronisation
Design and implement integrations between Service Now and Salesforce.
Work with authenticated APIs, OAuth 2.0, named credentials, callouts, and platform events.
Design canonical data models and appropriate integration patterns.
Configure and support middleware/orchestration solutions such as  n8n or Mule Soft .
Design conflict-safe data synchronisation, including duplicate, retry, loop, and failure handling.
Monitor integrations and troubleshoot data and API issues.
Governance, Testing & Release Management
Follow platform governance and enterprise architecture standards.
Manage platform changes across development, testing, and production environments.
Work with Service Now Update Sets and Salesforce Change Sets/packages.
Develop and execute automated and unit tests.
Support release pipelines and controlled deployment processes.
Maintain technical documentation, configuration records, integration documentation, and solution designs.
Participate in design reviews and platform governance forums.
Consider licensing, platform cost, maintainability, security, and upgrade impact when proposing solutions.
Required Skills & Experience
Hands-on experience with  Service Now administration/configuration .
Hands-on experience with  Salesforce administration/configuration .
Strong understanding of  ITIL 4 and ITSM concepts .
Understanding of CRM processes and…