Senior ServiceNow Administrator​/Engineer

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Senior Service Now Administrator / Engineer

Senior Service Now Administrator / Engineer Fully Remote
• Remote Worker - N/A

Denovo is an industry-leading provider of ERP application management and consulting services. At Denovo, we prioritize a customer-first approach. We collaborate with every customer to create a customized cloud roadmap, be a best-of-breed Managed Services Provider focusing on seamlessly integrating ERP application management with cloud infrastructure management to deliver a unified, proactive, and high-value service and migration experience. Denovo is a strategic partner to customers, advising on ERP upgrades, cloud migrations, and digital transformation strategies.

The goal is to continuously deliver business value and support customers in achieving their operational goals. Denovo's solutions are designed to manage and improve customers' business operations, reduce risk, and provide zero delay with our proactive and strategic service.

Denovo, an Argano Company, seeks a motivated and skilled professional to take charge of administering, maintaining, and developing the Service Now platform across the organization. The preferred candidate should be creative with strong problem-solving abilities. Comfort with core application administration, workflow creation, data management, scripting, and process automation is essential. This role requires collaboration with both technical and non-technical teams to transform business objectives into scalable solutions suited for multiple departments.

Additionally, clear communication about system changes and improvements to larger, non-technical groups is expected. You'll thrive in a fast-paced, rapidly expanding environment where priorities frequently shift, requiring flexibility and adaptability with a broad array of tasks and technologies.

• Handle technical administration and maintenance of Service Now ITSM Professional within a Domain Separated environment supporting 130 clients.
• Identify ways to optimize the platform to enhance overall user satisfaction.
• Collaborate with cross-functional teams to develop scalable enhancements and integrations.
• Design workflows and business rules on Service Now to improve services.
• Serve as the primary contact for operational requests, issues, and planning related to Service Now.
• Manage Service Now release upgrades, overseeing both technical processes and stakeholder communications.
• Partner closely with Software Development Engineers to coordinate updates, patches, and configuration adjustments.
• Guide onboarding processes for new internal users and external clients.
• Promote innovative uses of Service Now by integrating modules not currently deployed (see Core Skills Required).
• Deliver training on Service Now procedures and processes.

• Experience:
  
  More than five years working hands-on in complex, enterprise-level Service Now environments for Managed Services Providers.
• Required Expertise:
  In-depth understanding of ITSM Pro modules—such as Incident, Problem, Change, Request Fulfillment, Service Catalog, Knowledge, Asset Inventory, and Service Level—as well as IT Strategic Portfolio Management.
• Strong familiarity with CSM, ITOM (including CMDB), and IT Asset Management, which are crucial for shaping future roadmaps.
• Proficient in Now Assist Admin Console for AI configuration (summarization, content creation).
• Experienced with Agentic Workflows that go beyond basic chatbots by leveraging autonomous AI agents.
• Skilled in Integration Hub for linking GenAI with external systems.
• Certifications:
  
  Service Now Certified System Administrator (CSA) required; CIS-ITSM is preferred. Additional certifications such as CIS - Discovery, CIS - Event Management, and CIS - Service Mapping are advantageous.
• Completion of multiple end-to-end Service Now implementations, including experience managing Domain Separation in a Managed Services setup supporting 130 clients.

The estimated base rate range for this position: $ - $ per year
. The actual hourly range is based on fair market value based on your geographical location, skills,…