Technology ServiceNow Administrator

Our client, a global law firm, is seeking a Technology Service Now Administrator to manage, configure, and enhance its Service Now platform across multiple enterprise applications. This role will support IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Security Operations (Sec Ops), Employee Center, Work spaces, and AI-driven capabilities while maintaining platform performance, security, and stability. The ideal candidate will have some years of hands‑on Service Now administration experience, strong JavaScript and Glide API scripting skills, experience with platform integrations and automation, and a solid understanding of Agile/Scrum methodologies.

Candidates with several years of experience may be considered at the senior level. Service Now certifications and prior law firm experience are preferred. This position is hybrid, requiring one day per week onsite in the New York, Washington, D.C., or Reston, VA office.

• Oversee the administration, configuration, maintenance, and daily support of Service Now applications, including ITSM, ITOM, CMDB, Discovery, Service Mapping, Employee Center, Work spaces, Platform Analytics, AI functionality, and other platform solutions as needed
• Manage core administrative functions such as user permissions, roles, groups, security settings, access controls, instance monitoring, performance improvements, maintenance activities, and platform governance
• Maintain and customize Service Now applications using standard platform functionality and recommended practices, including forms, lists, service catalog items, record producers, workflows, Flow Designer, business rules, client scripts, UI policies, notifications, and knowledge articles
• Support and improve ITSM workflows covering Incident, Request, Change, Problem, Knowledge, Service Catalog, and Service Level Management
• Maintain ITOM functionality, including CMDB governance, Discovery, Service Mapping, Event Management, MID Servers, configuration data accuracy, and operational monitoring while working with infrastructure teams to ensure reliable service information
• Enhance Employee Center, Work spaces, and employee self-service tools to deliver an improved user experience
• Maintain integrations between Service Now and internal or external applications through REST APIs, Integration Hub, web services, and other approved integration methods
• Plan and coordinate Service Now upgrades, releases, instance cloning, patches, testing, deployments, and post‑implementation validation to preserve system stability and reduce operational interruptions
• Evaluate platform performance, investigate technical problems, conduct root‑cause analysis, and coordinate solutions for incidents, defects, and service requests
• Create and maintain operational reports, dashboards, Platform Analytics, and performance metrics to provide actionable information to technology leadership and business partners
• Develop and update technical documentation, platform standards, governance guidelines, operating procedures, and configuration records
• Work with business stakeholders, Product Owners, and technical teams to define requirements, establish priorities, and implement scalable Service Now enhancements
• Contribute to Agile delivery activities, including backlog grooming, sprint planning, daily stand‑ups, sprint demonstrations, retrospectives, estimation, and release planning while tracking assigned work through Agile Boards
• Track and complete assigned user stories, defects, enhancements, and support requests through Service Now Agile Development or other approved Agile tools while meeting sprint deadlines
• Assist with introducing and expanding Service Now capabilities such as AI‑enabled features, workflow…