ServiceNow Administrator

Role Overview

If you enjoy configuring and developing for internal business units in Service Now and are looking to showcase your ability to translate business needs into technical solutions, then we would like to meet with you!

The Service Now Administrator is a key member of the Information Technology team, responsible for the day-to-day administration, configuration, and maintenance of the firm's Service Now platform. This role plays a critical part in ensuring the platform's reliability, performance, and security, while also providing essential basic engineering support. The administrator will be responsible for managing core ITSM applications, troubleshooting issues, and automating internal business processes.

Additionally, they will be involved in light development and customization of the platform to enhance functionality and meet evolving business needs. This position requires a proactive, detail-oriented individual with a strong understanding of the Service Now platform, IT Service Management best practices, and a foundational knowledge of application development and scripting.

At Cornerstone Research, you will be part of a thriving, 1,000-strong team that spans nine offices, comprises more than 55 nationalities, and leads the industry in its commitment to develop team members across all levels. Inc. Magazine has recognized Cornerstone Research three times as a Best Workplace for its outstanding employee engagement, collaborative culture, and professional growth opportunities.

• Embrace learning and continuous improvement
• Set and strive for a high bar of excellence
• Believe that teamwork leads to success: ask us what it means to be #onefirmfirm!
• Take pride in always doing your best work, even if it's harder or takes longer
• Are passionate about what you do

• Perform day-to-day administration and configuration of the Service Now platform, including but not limited to core ITSM applications (Incident, Problem, Change, Service Catalog, and Knowledge Management), HRSD, Application Engine, and CMDB. This includes configuring forms, tables, fields, business rules, client scripts, UI policies, and data imports.
• Design, develop, and customize new applications, modules, and functionalities within the Service Now platform to meet evolving business needs.
• Manage the development and promotion of update sets between environments (e.g., Development, Test, Production) to ensure a controlled and consistent deployment process.
• Monitor platform performance and identify areas for optimization. Implement best practices for scripting, data model design, and system configuration to ensure platform scalability and responsiveness.
• Plan, coordinate, and execute system maintenance, patch installations, and version upgrades in a timely and efficient manner, ensuring minimal disruption to business operations.
• Provide Tier 2 and Tier 3 support for all Service Now‑related issues, troubleshooting technical problems, identifying root causes, and implementing effective solutions.
• Design, develop, and maintain automated workflows using Flow Designer or legacy workflows, to streamline and optimize internal business processes and improve efficiency.
• Develop and maintain reports, dashboards, and performance analytics to monitor platform health, usage, and key performance indicators (KPIs) for management.
• Assist in the implementation and maintenance of integrations between Service Now and other internal systems or third‑party applications using APIs and Integration Hub.
• Create and maintain comprehensive technical documentation, including system configurations, procedures, and training materials. Provide training and guidance to end‑users to ensure effective use of the platform.

• 5+ years of relevant experience (at least 3+ as a Service Now Administrator); professional services experience preferred.
• The desire to take initiative and actively contribute to the team and the firm.
• The ability to communicate effectively and professionally.
• Strong business acumen and the ability to learn the firm's financial and operational functions.
• The mindset to provide…