ServiceNow Administrator - Onsite

Job Summary

The ServiceNow Administrator is responsible for driving continuous service improvement by analyzing, configuring, and maintaining the Information Technology Service Management (ITSM) platform. This role includes developing technical specifications, implementing business process improvements, and ensuring that the platform aligns with organizational goals. The ideal candidate will possess a deep understanding of ServiceNow, process optimization, and the ability to provide expert-level guidance on system configuration, support, and enhancements.

Key Responsibilities

• Platform Management: Perform analysis, configuration, testing, maintenance, and troubleshooting for the ITSM platform to ensure it meets business and operational requirements.
• Documentation & Coordination: Document, administer, and coordinate platform-related processes while acting as a subject matter expert for ServiceNow.
• Process Optimization: Evaluate and implement process optimization initiatives, using KPIs, root cause analyses, and trends to improve system efficiency and performance.
• Reporting & Dashboards: Design and configure reports, dashboards, and portals to support operational and business needs.
• System Configuration & Impact Assessment: Provide guidance on system configuration, assessing the impact of processes across various organizational levels and system modules.
• Scripting & Maintenance: Analyze and support JavaScript, HTML, and other scripting languages to maintain and enhance the ServiceNow application.
• Service Management: Manage business services and configuration item relationships within the ITSM platform.
• Service Catalog & Workflows: Develop and modify Service Catalog workflows, including approval mechanisms.
• SLAs: Configure and manage Service Level Agreements (SLAs) to meet business requirements.
• Customization & Best Practices: Assess customizations and identify opportunities to revert to out-of-the-box functionality for improved platform alignment.
• Release Management: Oversee ITSM platform release cycles, coordinate testing with project teams, and manage end-user involvement.
• Enhancement & Training: Identify and scope platform enhancements, define acceptance criteria, and provide training and support to end-users and staff on the ITSM platform’s functionality.
  
  

Experience

Required Qualifications

• Proven experience in configuring and administering ServiceNow to support various ITSM functions, including incidents, requests, changes, problems, knowledge, and portal management.
• Hands-on experience with platform configuration and troubleshooting.
  
  

Skills

• Strong analytical and problem-solving skills to optimize the ServiceNow platform.
• Strong communication skills, including documentation and presentation of technical information.
• Proficiency in JavaScript, HTML, and other scripting languages to support system enhancements.
• Ability to manage multiple tasks effectively and meet deadlines in a fast-paced environment.
  
  

Knowledge

• Familiarity with ITIL principles, which guide best practices for service management.
• Experience with ServiceNow modules such as Incident Management, Change Management, Problem Management, and Knowledge Management.
  
  

Preferred Qualifications

• Scripting Expertise: Hands-on experience with JavaScript, HTML, and scripting within the ServiceNow ecosystem.
• Reports & Dashboards: Expertise in configuring reports, dashboards, and workflows within the ITSM platform.
• Release Management: Knowledge of ServiceNow release management and best practices for system upgrades and platform optimizations.
  
  

Certifications

ITIL Certification is valued but not mandatory.

ServiceNow Certified System Administrator or any other relevant ServiceNow certifications is a plus.

Education: Bachelors Degree

Skills: scripting,process optimization,javascript,html,itsm,reporting,servicenow,itil principles,dashboards