Technology ServiceNow Administrator

Technology Service Now Administrator Cooley is seeking a Technology Service Now Administrator to join the Technology Platforms & Applications team.  
** About Cooley:
** Cooley is a global law firm with an expansive practice and more than 3,000 employees and partners worldwide. We value and celebrate diverse perspectives and strive to create a workplace where every individual can thrive. At the core of Cooley’s success is the exceptional talent and unwavering spirit of our people. We embrace individuality while fostering a ‘one-firm’ culture where collaboration and creativity thrive.

Our people are the foundation of our success and the driving force behind everything we do.  
** Hybrid Schedule Philosophy:
** As part of the Cooley culture, we recognize and appreciate the value of being together, in person, to build comradery with others in the office and to be a contributing member of the Cooley office. However, we also appreciate the benefits and flexibility that come from remote working. As such, the default assumption for employees and partners is a hybrid schedule: some in-office presence and some work from home days absent certain essential in-office roles that require five (5) days/week in-office.

*
* Position summary:

** Cooley Technology embraces a culture of customer service excellence, and all members of the department are expected to move this agenda forward. We are dedicated to leveraging advanced technologies to optimize firm technical operations and deliver impactful business outcomes.

The Technology Service Now Administrator is responsible for the administration, configuration, and enhancement of the Service Now platform across multiple functional areas, including Hardware Asset Management (HAM), Software Asset Management (SAM), Security Operations (Sec Ops), Employee Center, Work spaces, AI capabilities, and core platform services. The role supports ongoing IT Service Management (ITSM) processes while delivering new platform capabilities and business initiatives.

This position maintains the health, security, and performance of the Service Now platform while facilitating Agile delivery for the Service Now team. Responsibilities include managing and refining the product backlog, facilitating Scrum ceremonies, removing impediments, coordinating with Service Now technical leadership, process owners, and ensuring the successful delivery of platform enhancements. The ideal candidate combines strong Service Now administration expertise with Agile facilitation skills to drive automation, streamline processes, and continuously improve the user experience across the platform.  

Specific duties and responsibilities include, but are not limited to, the following:
*
* Position responsibilities:

*** Administer, configure, maintain, and support the Service Now platform, including ITSM, ITOM (IT Operations Management), including CMDB, Discovery, Service Mapping, Employee Center, Work spaces, Platform Analytics, AI capabilities, and additional Service Now applications as required
* Perform platform administration activities, including user and role management, groups, security controls, access management, instance health monitoring, performance optimization, platform maintenance, and governance
* Configure and maintain Service Now applications using out-of-the-box capabilities and platform best practices, including forms, lists, catalog items, record producers, workflows, Flow Designer, business rules, client scripts, UI policies, notifications, knowledge articles, and platform configurations
* Administer and enhance ITSM processes, including Incident, Request, Change, Problem, Knowledge, Service Catalog, and Service Level Management
* Administer and support IT Operations Management (ITOM) capabilities, including Configuration Management Database (CMDB) governance, Discovery, Service Mapping, Event Management, Management, Instrumentation, and Discovery (MID) Servers, configuration data quality, and operational health, while partnering with infrastructure teams to ensure accurate and reliable service data
* Support Employee Center, Work spaces, and self-service capabilities to improve the overall employee experience
* Support platform integrations with internal and third-party applications using Representational State Transfer Application Programming Interfaces (REST APIs), Integration Hub, web services, and approved integration technologies
* Coordinate platform upgrades, releases, cloning activities, patching, testing, deployment…