ServiceNow System Administrator

Make an Impact with Us

As a ServiceNow System Administrator (SA) at The Cloud People, you will be a vital part of our Managed Services (AMS) delivery teams, ensuring the smooth operation, configuration, and maintenance of our clients' ServiceNow platforms. You will be the frontline champion responding to platform deviations—whether they are bugs, misconfigurations, security matters, or performance issues. By managing user accounts, executing proactive patching, and monitoring key metrics, your mission is to maintain system stability and guarantee an optimal platform health experience for all end users.

About Us

We are a leading, pure-play ServiceNow Elite Partner. Our unique culture has been the key to our success: we genuinely believe that work should be fun in order for people to perform at their very best. With strong growth over the past six years, we are now more than 400 ServiceNow consultants across Europe and Brazil, delivering business value and great experiences by simplifying the way people work.

What You Will Do

• Instance & System Management: Take ownership of ServiceNow instances, handling provisioning, upgrades, patching, and performance tuning. You will proactively monitor system health to diagnose and resolve issues.

• System Configuration & Security: Customize the platform to align with organizational requirements. You will manage users, groups, roles, and permissions while implementing strict security policies, ACLs, and encryption mechanisms to safeguard data.

• User Support & Training: Act as a customer-facing support expert, interacting with end users and superusers to resolve tickets (Incidents, Requests, Changes). You will also conduct training sessions and develop documentation to promote user adoption and self-service.

• Incident, Problem & Change Management: Handle platform issues efficiently, prioritizing and resolving tickets in line with customer SLAs. You will also coordinate the change management process, assessing impact and deploying changes according to agreed release plans.

• Integration & Catalog Administration: Maintain integrations between ServiceNow and other systems, troubleshooting endpoint connectivity as needed. You will also administer Service Catalog items and monitor execution flows to ensure process efficiency.

• Reporting & Knowledge Management: Create and maintain performance dashboards and reports to track KPIs and identify trends. You will document system configurations and maintain a robust knowledge base (FAQs, troubleshooting guides) for ongoing support.

What We Are Looking For

• Proven experience as a ServiceNow System Administrator, ideally within a Managed Services (AMS) or dedicated support environment.

• Comprehensive knowledge of core ServiceNow administrative functions (user/group management, security controls, instance upgrades, and patching).

• Solid understanding of IT Service Management (ITSM) processes, particularly Incident, Problem, and Change Management (ITIL knowledge is highly beneficial).

• ServiceNow Certified System Administrator (CSA) certification is strongly preferred.

• Excellent analytical and troubleshooting skills, with the ability to diagnose system performance and integration issues.

• Strong customer service orientation with excellent communication skills for resolving user tickets and conducting training.

What We Offer

• A competitive compensation package.

• A flexible, hybrid work model designed to support a healthy work-life balance.

• Exceptional opportunities for professional development, including company-sponsored training and certifications.

• A collaborative, dynamic, and highly supportive international team environment.

The TCP Culture

Becoming a part of The Cloud People entails joining an ambitious team where the culture is built around our 4 F's:

• Fun: We have fun at work and foster a social and