ServiceNow Lead Administration / Support

ServiceNow Lead Administrator / Support Specialist

Roles and Responsibilities:

• Lead the administration, configuration, and maintenance

  of the ServiceNow platform, including but not limited to ITSM, ITBM, ITOM, HRSD, and CSM modules.
• Provide

  expert-level support and troubleshooting

  for all ServiceNow-related issues, ensuring timely resolution and minimal disruption to services.

• Manage user access, roles, and security

  within ServiceNow, ensuring compliance with organizational policies and best practices.

• Configure and maintain workflows, forms, reports, dashboards, and integrations

  within the ServiceNow environment.

• Perform regular health checks, performance monitoring, and optimization

  of the ServiceNow instance.

• Plan, coordinate, and execute ServiceNow upgrades and patch installations

  , ensuring seamless transitions and minimal impact on users.

• Collaborate with business stakeholders and IT teams

  to gather requirements, identify opportunities for platform enhancement, and implement new functionalities.

• Develop and maintain comprehensive technical documentation

  for ServiceNow configurations, processes, and support procedures.

• Automate routine administrative tasks

  within ServiceNow to improve efficiency.

• Conduct training sessions

  for end-users and junior administrators on ServiceNow functionalities and best practices.
• Participate in

  root cause analysis

  for complex incidents and implement solutions to prevent recurrence.

• Stay updated with the latest ServiceNow features, releases, and industry trends

  to advise on continuous improvements and strategic roadmap planning.

Required Skills and Qualifications:

• Extensive hands-on experience in

  ServiceNow administration, configuration, and support

  .
• Proficiency in administering and supporting multiple

  ServiceNow modules

  (e.g., ITSM, ITOM, ITBM, HRSD, CSM).
• Strong understanding of

  ServiceNow architecture, capabilities, and best practices

  .
• Experience with

  ServiceNow scripting

  (JavaScript, Glide API) for client-side and server-side logic.
• Knowledge of

  integrations using REST/SOAP APIs, MID Servers, and other integration hubs

  .
• Ability to

  troubleshoot complex platform issues

  and provide effective solutions.
• Excellent analytical, problem-solving, and communication skills (written and verbal).
• Strong customer service orientation and ability to work effectively with diverse teams.
• ServiceNow Certified System Administrator (CSA) certification is highly preferred.
• ITIL Foundation certification is a plus.