Purpose

The ServiceNow Administrator oversees, supports, and enhances internal business applications, primarily focusing on ServiceNow. This role optimizes the platform for business needs and provides ITSM support per ITIL best practices. Success in this cross-functional role requires strong collaboration, flexibility, and stakeholder management skills.

Essential Functions

System Administration & Security

• Design and manage user roles and access controls.
• Lead system audits and ensure compliance with security standards.
• Oversee data integrity, backups, and system monitoring.

Performance Monitoring & Optimization

• Conduct capacity planning and performance tuning.
• Lead initiatives to optimize system performance and reliability.

Business Alignment & Development

• Translate complex business requirements into scalable technical solutions.
• Develop and maintain advanced reports, dashboards, and automation tools.
• Drive platform enhancements and integrations with third-party systems.

Stakeholder Collaboration

• Build and maintain strong relationships with business units and vendors.
• Coordinate cross-functional initiatives and resolve high-impact technical issues.

Knowledge Leadership

• Develop and maintain strategic documentation and knowledge resources.
• Mentor junior administrators and lead training initiatives.

Skills & Competencies

• Strong knowledge of ServiceNow platform administration and ITSM processes.
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and work independently or as part of a team.
• Exceptional customer service orientation.
• Strong documentation and process adherence capabilities.

Required Experience & Education

• Bachelor’s degree in Information Systems, or a related field—or equivalent work experience.
• Minimum of 5 years administering ServiceNow, with at least 3 years of hands-on experience administering and configuring ITSM.

Preferred Experience

• Experience with NetSuite, Oracle CPQ, or Microsoft Power Platform.
• Familiarity with SQL and data integration tools such as Celigo or Boomi.

Certifications:

• ITIL Foundation certification (required)
• ServiceNow Administrator certification (required)
• Advanced ITIL certification (preferred)
• ServiceNow Implementation Specialist certifications e.g., for ITSM, CMDB, or HRSD (preferred)
• Experience with scripting in JavaScript (preferred)

Supervisory Responsibilities

• None