ServiceNow System Administrator

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Summary and purpose of the job:

Wavenet are looking for a proactive and detail-oriented Service Now System  Administrator to manage and maintain our Service Now platform. As a key member of the Service Now team, you'll ensure the stability, usability, and ongoing enhancement of the platform to support business operations and drive service excellence.

This is an excellent opportunity for someone who enjoys working in a hands-on capacity across platform configuration, maintenance, user support, and continuous improvement initiatives. You'll work closely with the Platform Owner, Service Now Developers, process owners, and stakeholders to deliver a secure, efficient, and user-friendly Service Now experience.

Key Responsibilities include:

• Administer and maintain the Service Now platform, including user access, roles, data policies, and workflows.
• Manage and maintain Service Now modules such as ITSM, CSM, SOM, SPM, FSM and others as required.
• Configure forms, lists, catalog items, workflows, business rules, and notifications.
• Work with end-users to resolve issues, provide guidance, and enhance user adoption.
• Collaborate with development and business teams to deliver platform enhancements.
• Maintain documentation related to configuration, processes, and user support materials.
• Ensure platform compliance with internal security policies and external standards.
• Coordinate and manage all Service Now work streams to ensure work across platform, development, and process teams is prioritised, progressed, and delivered in line with agreed timelines.
• Support the integration of Service Now with other enterprise systems, using APIs and integration technologies, ensuring solutions remain scalable and maintainable.
• Stay current with the latest Service Now features, releases, and best practices, assessing their relevance and potential value to Wavenet.
• Proactively identify and mitigate platform risks, raising issues early and contributing to their resolution.
• Provide guidance and knowledge sharing to support colleagues, helping to build capability across the team.

Candidate Requirements:

• Service Now Certified System Administrator (CSA) — required, or a willingness to obtain certification.
• Experience with API integrations and familiarity with integration technologies used to connect Service Now with other enterprise systems.
• Experience creating and managing reports and dashboards in Service Now to support operational insight and decision-making.
• Proficiency in platform configuration, including workflows, ACLs, UI policies, and client/server scripts.
• Familiarity with Agile delivery methodologies and IT change and release management processes.
• A proactive, solution-focused approach to platform issues and continuous improvement.
• Excellent interpersonal and communication skills — able to work effectively with technical and non-technical colleagues alike.
• Strong organisational skills with the ability to manage competing priorities and work streams.

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