Senior ServiceNow Administrator

Job Purpose:

The ServiceNow Developer & Administrator is responsible for designing, developing, configuring, and maintaining the ServiceNow platform to support business processes across the organization. This role combines hands‑on development with platform administration, ensuring stability, scalability, and continuous improvement of ServiceNow applications and modules.

Key Accountabilities:

Accountability:

Platform Administration

• Manage day‑to‑day administration of the ServiceNow platform, including user management, roles, groups, ACLs, and data integrity.

• Monitor system performance, scheduled jobs, integrations, and overall platform health.

• Maintain CMDB accuracy and support discovery, service mapping, and asset management activities.

• Apply platform upgrades, patches, and hotfixes while ensuring minimal disruption.

• Enforce governance, best practices, and compliance with organizational standards.
  

Development and Configuration

• Design and implement solutions using ServiceNow modules such as ITSM, ITOM, ITAM, CSM, or others as required.

• Build and customize applications, workflows, business rules, UI policies, client scripts, and integrations.

• Develop and maintain REST/SOAP integrations with external systems.

• Create and enhance catalog items, record producers, and automation workflows.

• Implement custom UI pages, dashboards, and reporting solutions.
  

Process and Collaboration

• Work closely with stakeholders to gather requirements and translate them into technical solutions.

• Participate in Agile ceremonies, sprint planning, and backlog refinement.

• Provide technical guidance, documentation, and knowledge transfer to internal teams.

• Troubleshoot issues, perform root cause analysis, and implement long‑term fixes.

• Support governance processes, including change management and release management.

Skills:

• Proven experience as a ServiceNow Developer and/or Administrator.

• Strong understanding of ServiceNow architecture, data model, and platform capabilities.

• Proficiency in JavaScript, Glide API, Flow Designer, and ServiceNow scripting.

• Experience with integrations (REST, SOAP, MID Server, OAuth, etc.).

• Knowledge of ITIL processes and best practices.

• Familiarity with CMDB, Discovery, and Service Mapping.

• Ability to translate business requirements into technical solutions.

• Strong problem‑solving skills and attention to detail.

• Excellent communication and stakeholder‑management abilities.

• Strong analytical and troubleshooting mindset.

• Ability to work independently and collaboratively in a fast‑paced environment.

• Commitment to continuous learning and platform innovation.
  

Preferred Qualifications:

• ServiceNow certifications such as:

• Certified System Administrator (CSA)

• Certified Application Developer (CAD)

• ITSM, ITOM, ITAM

• Experience with Agile/Scrum methodologies.

• Background in enterprise IT operations, cloud technologies, or automation tools.
  

Knowledge and Experience:

• Hands‑on administration of core ServiceNow modules including Incident, Problem, Change, Request, Knowledge, CMDB, and Asset.

• Proficiency in configuring platform components such as business rules, UI policies, client scripts, notifications, SLAs, and access controls.

• Experience managing user roles and permissions to maintain secure and compliant access across the platform.

• Strong understanding of CMDB structure and data hygiene, including CI relationships, discovery results, and reconciliation.

• Familiarity with ServiceNow upgrades and patching cycles, including planning, testing, and post‑upgrade validation.

• Experience supporting integrations using REST, SOAP, MID Server, and authentication methods like OAuth or Basic Auth.

• Ability to troubleshoot platform issues using logs, system diagnostics, and root‑cause analysis techniques.

• Knowledge of ITIL processes and how they map to ServiceNow workflows and data models.

• Experience creating and maintaining dashboards and reports for operational and leadership visibility.

• Comfort working in Agile environments, participating in sprint planning, backlog refinement, and release cycles.

Education:

Bachelor's degree or equivalent or necessary ServiceNow certification.