Risk and Compliance Analyst

Job Description

Senior Service Now Administrator

Location:

Scottsdale, AZ or Chicago, IL (hybrid work model)

Employment Type:

Full-time
Work Authorization:
Must be authorized to work in the United States for any employer at the time of hire; visa sponsorship not availableAbout the Opportunity
This role supports a large, complex enterprise environment where Service Now is a core platform for IT service management, operational workflows, and cross-functional service delivery. The organization relies heavily on Service Now to standardize processes, improve efficiency, and provide reliable, secure services at scale.
The Senior Service Now Administrator acts as a platform owner, providing technical leadership, defining standards, and driving continuous improvement across the Service Now ecosystem. The environment values stability, security, collaboration, and long-term platform health, with strong visibility into enterprise operations and strategic initiatives.
Hybrid work is supported in designated hub locations to balance flexibility with in-person collaboration.Role Overview
The Senior Service Now Administrator is responsible for the primary administration, configuration, and strategic support of the Service Now platform and related modules. This role serves as the subject matter expert for Service Now functionality, workflows, data, and integrations, ensuring the platform remains scalable, secure, and aligned with evolving business needs.
This position blends deep hands-on technical expertise with ownership of processes, automation, documentation, and stakeholder partnership, while mentoring others and influencing platform direction.Essential Responsibilities

• Serve as the primary administrator and senior subject matter expert for the Service Now platform.
• Provide advanced application support to end users, resolving complex incidents and requests related to Service Now functionality.
• Troubleshoot Service Now issues at an expert level, owing incidents through resolution, and coordinating with internal teams or vendors as needed
• Configure and maintain Service Now modules, workflows, forms, business rules, notifications, and UI components
• Architect and design Service Now solutions to meet business requirements, including integrations with other enterprise systems
• Establish, document, and enforce best practices for Service Now administration, security, and governance.e
• Monitor platform performance and usage, recommending and implementing enhancements and optimizations.
• Design and lead automation initiatives using Service Now Flow Designer, scripting, and related tools
• Perform root cause analysis for platform incidents and systemic issues, implementing long-term corrective actions.
• Plan and support Service Now upgrades, patches, and feature releases, including testing, validation, and user communication
• Manage configuration changes through structured change management processes.
• Partner with stakeholders to define metrics, KPIs, and SLAs supported by Service Now reporting, dashboards, and analytics
• Lead Service Now-related projects, including requirements gathering, configuration, testing, documentation, training, and rollout
• Develop and maintain technical and user-facing documentation, including platform standards, procedures, and guides.
• Drive adoption and effective usage of Service Now across the organization through training, best practices, and process alignment.t
• Maintain vendor relationships to resolve issues, manage support cases, and influence future platform enhancements
• Monitor license usage and capacity, supporting budgeting, forecasting, and renewal activities.
• Ensure Service Now configurations align with enterprise security, data protection, and compliance requirements.s

Minimum Qualifications

• Bachelor's degree in Business, Communications, Computer Science, or a related field, or equivalent professional experience
• Significant hands-on experience administering and supporting Service Now in an enterprise environment
• Strong understanding of IT service management principles and Service Now best practices
• Proven experience configuring workflows, forms, business rules, notifications, and reporting within Service Now
• Excellent written and verbal communication skills, with the ability to influence both technical and nontechnical stakeholders
• Ability to mentor, coach, and provide technical guidance to peers and junior administrators
• Strong organizational skills with the ability to manage multiple priorities independently
• close attention to detail and accuracy

Service Now certifications are strongly preferred.Preferred Qualifications

• Experience supporting multiple Service Now modules such as ITSM, ITOM, CMDB, or Performance Analytics
• Experience developing scripts or advanced automation within Service Now
• Experience integrating Service Now with other enterprise applications and data sources
• Experience leading platform governance or Center of Excellence activities

Work Environment and Physical Requirements
Work is performed in a standard office…