ServiceNow System Administrator

The ServiceNow System Administrator is responsible for managing, configuring, and maintaining the ServiceNow platform to support business needs. This role includes day-to-day administration, user support, troubleshooting, and performance monitoring, as well as implementing new features, enhancements, and upgrades. The ideal candidate should have a strong understanding of ServiceNows capabilities, experience in IT Service Management (ITSM) processes, and the ability to collaborate effectively with stakeholders to optimize ServiceNow usage.

Key Responsibilities:

• Platform Administration:

• Perform daily operational administration of the ServiceNow platform, including user account management, security configurations, and access controls.
• Manage and monitor ServiceNow instance health, including performance optimization and troubleshooting to ensure optimal platform operation.
• Configure and maintain ServiceNow modules, including Incident, Problem, Change, and Service Catalog.

• System Configuration & Customization:

• Configure and customize forms, fields, tables, and workflows within ServiceNow to meet business requirements.
• Implement ServiceNow business rules, client scripts, UI actions, and policies to automate and optimize workflows.
• Develop and configure notifications, alerts, and escalations based on user requirements and ITIL processes.

• User Support & Training:

• Provide end-user support, including troubleshooting, resolving issues, and ensuring users understand ServiceNow functionality.
• Create and maintain training materials, guides, and documentation to support user adoption and best practices.
• Assist with user training sessions and provide ongoing support for new and existing features.

• Data Management & Reporting:

• Ensure data accuracy and integrity within the ServiceNow platform by monitoring and auditing data quality.
• Develop and maintain reports, dashboards, and Performance Analytics to provide insights and metrics on ServiceNow usage and service management.
• Create scheduled reports and ad hoc reporting to meet various business needs.

• System Maintenance & Upgrades:

• Coordinate and manage ServiceNow upgrades, patches, and security updates to ensure the platform is up to date and secure.
• Test new functionality, enhancements, and configurations in a non-production environment before deploying to production.
• Work with ServiceNow support for issue resolution and enhancements.

• Integration & Development:

• Support integrations with third-party systems through REST/SOAP APIs as required.
• Collaborate with ServiceNow developers to implement solutions and ensure seamless data flow between ServiceNow and other systems.

Required Skills & Qualifications:

Technical Skills:

• ServiceNow Platform Knowledge:

• Proficiency in the core ServiceNow ITSM modules (Incident, Problem, Change, Service Catalog, Knowledge).
• Understanding of ServiceNow's data model and ability to manage Configuration Management Database (CMDB) data and relationships.
• Experience in creating and managing workflows, reports, dashboards, and performance analytics within ServiceNow.
• Knowledge of ServiceNow Access Control Rules, ACLs, and platform security best practices.

• Scripting & Automation:

• Familiarity with JavaScript for ServiceNow scripting, including creating and maintaining Client Scripts, Business Rules, and UI Policies.
• Experience with Glide scripting (GlideRecord, GlideForm, GlideUser) for custom solutions and automation.
• Ability to utilize Flow Designer and Workflow Editor to automate tasks and processes within ServiceNow.

• System Maintenance & Upgrade Skills:

• Experience with planning and executing ServiceNow upgrades and instance cloning.
• Familiarity with ServiceNow's release process, including testing and deploying new features and updates.
• Understanding of best practices for instance management, performance tuning, and platform stability.

• Integration Knowledge:

• Basic knowledge of REST and SOAP APIs to support data integration between ServiceNow and other applications.
• Ability to troubleshoot and configure integrations, including MID server setup if required.

ServiceNow Certifications:

• Mandatory:

• ServiceNow Certified System Administrator (CSA)

• Preferred:

• ServiceNow Certified Implementation Specialist (any module)
• ITIL Foundation Certification

Soft Skills:

• Strong analytical and problem-solving skills with a detail-oriented approach.
• Excellent communication and interpersonal skills to effectively support and train end-users.
• Ability to prioritize tasks, work independently, and manage multiple assignments in a fast-paced environment.
• Customer-service mindset with a commitment to resolving issues and providing high-quality support.

Preferred Experience:

• Background in IT Service Management (ITSM) and familiarity with ITIL best practices.
• Experience working with a team of developers and administrators to enhance the ServiceNow platform.