ServiceNow Systems Administrator

Service Now Platform Administration

Expertise in administering and maintaining the Service Now IT Service Management (ITSM) platform, including configuration, customization, and administration. Ensure the stability and performance of the Service Now platform by performing regular maintenance, updates, and upgrades.

Manage and oversee the lifecycle of incidents, problems, and changes within the Service Now ITSM framework. Ensure timely resolution and documentation of incidents and problems, and effective management of changes.

Develop, configure, and maintain the Service Catalog, ensuring that services are accurately represented and easily accessible to users. Streamline the request fulfillment process to enhance user experience and operational efficiency.

Maintain and optimize the CMDB, ensuring data accuracy and completeness. Integrate CMDB with other IT systems to provide comprehensive visibility of IT assets and relationships.

Design and implement automated workflows within Service Now to streamline IT processes and enhance efficiency. Collaborate with stakeholders to gather requirements and develop solutions that meet business needs.

Integrate Service Now with other enterprise systems and applications using REST/SOAP web services, APIs, and other integration technologies. Ensure seamless data exchange and interoperability between Service Now and other tools.

Develop and maintain Service Now reports, dashboards, and performance analytics to provide actionable insights to stakeholders. Monitor and analyze key performance indicators (KPIs) to drive continuous improvement.

Provide training and support to end-users and stakeholders to ensure effective utilization of the Service Now platform. Develop and maintain user guides, training materials, and documentation.

Ensure that Service Now configurations and processes comply with organizational policies, industry standards, and regulatory requirements. Implement security best practices to protect sensitive data and maintain the integrity of the Service Now platform.

Manage Service Now-related projects from initiation to completion, ensuring timely delivery and alignment with business objectives. Collaborate with cross-functional teams, including IT, business units, and external vendors, to deliver high-quality Service Now solutions.

Identify, analyze, and resolve technical issues within the Service Now platform. Provide expert-level troubleshooting and support to ensure platform stability and user satisfaction.

Stay current with Service Now features, updates, and industry best practices. Proactively identify opportunities for process improvement and optimization within the ITSM framework.

Bachelor’s degree in Business Administration, Computer Science, Engineering, MBA, or related field preferred. 5+ years of experience in Service Now IT Service Management (ITSM). Extensive experience in developing, supporting, and administering Service Now ITSM modules such as Incident, Problem, Change, Service Catalog, and CMDB. Experience in working with large IT teams to execute and lead successful project implementations. Ability to manage Service Now-related projects, ensuring timely delivery and alignment with business objectives.

Strong understanding of Service Now platform architecture, including configuration, customization, and integration. Proficiency in scripting languages such as JavaScript, HTML, CSS, and Glide. Ability to effectively prioritize and execute tasks in a fast-paced, high-velocity environment. Strong analytical skills to identify, analyze, and resolve technical issues within the Service Now platform. Ability to drive effective meetings: workshops, design, and problem-solving sessions.

Ability to present ideas in business-friendly and user-friendly language;…