ServiceNow Administrator

The Service Now Administrator owns the day-to‑day health, configuration, and continuous improvement of the Service Now platform. This role is the technical backbone of IT service delivery — responsible for keeping the platform stable and upgrade-safe, translating business requirements into clean configuration, and ensuring the Configuration Management Database (CMDB) remains an accurate single source of truth for the enterprise.

• Perform daily administration of production and sub-production instances, including user, group, and role management, license compliance, and access reviews aligned to least‑privilege principles.
• Configure and maintain core ITSM applications — Incident, Problem, Change, Request, Service Catalog, and Knowledge Management — to reflect evolving business processes.
• Build and maintain forms, lists, UI policies, business rules, client scripts, notifications, and Access Control Lists (ACLs) using configuration over customization to remain upgrade‑safe.
• Maintain complete, current, and version‑controlled documentation of all platform configuration — including configuration standards, naming conventions, architecture and integration diagrams, role and ACL matrices, and a change log of every modification made to the environment.
• Establish and enforce configuration management discipline so that no change is made without a corresponding documented record, keeping the platform fully auditable, transferable, and independent of tribal knowledge.
• Manage update sets and scoped applications, moving changes between instances with documented testing, approval, and rollback plans.
• Own the platform upgrade cycle end to end: release planning, sub‑production testing, production execution, and post‑upgrade validation.

• Design and maintain workflows using Flow Designer to automate IT and cross‑functional business processes, eliminating manual handoffs.
• Own the Service Catalog: build and maintain catalog items, record producers, variable sets, approval chains, and associated SLAs.
• Configure and brand the Service Portal / Employee Center to drive self‑service adoption and deflect routine ticket volume.
• Partner with process owners to identify automation candidates and quantify the time and cost savings delivered.

• Maintain CMDB health, including CI classification, relationship mapping, data certification, reconciliation rules, and remediation of orphaned or stale records.
• Administer and troubleshoot platform integrations — including the Ninja One endpoint management integration, Microsoft Entra  / Microsoft 365, and HR and ERP data feeds — using REST, SOAP, and MID Server components.
• Support IT Asset Management processes by keeping hardware and software asset data, warranty status, and lifecycle records accurate and audit‑ready.
• Develop and maintain import sets and transform maps for recurring data loads.

• Build and maintain reports, dashboards, and Performance Analytics widgets that give leadership actionable insight into SLA attainment, backlog trends, and service quality.
• Monitor platform health — system logs, scheduled jobs, integration failures, and performance alerts — and resolve issues before they become outages.
• Serve as escalation point for platform incidents and requests; open and manage cases with Service Now support (HI) as needed.
• Apply ITIL practices to Incident, Problem, Change, and Release Management and drive continual service improvement.
• Create and maintain runbooks and knowledge articles; deliver training and enablement to end users, fulfillers, and process owners.
• Govern platform and automation guardrails, including permissioning, auditing, and responsible use of AI‑assisted features within the platform.

• Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related field — or equivalent combination of education and hands‑on experience.
• Minimum of 3 years of hands‑on Service Now administration experience in a production environment.
• Service Now Certified System…