ServiceNow Systems Administrator II

The ServiceNow Systems Administrator is responsible for the configuration, maintenance, and day‑to‑day support of the organization’s ServiceNow platform. This role ensures the platform operates efficiently, aligns with business processes, and supports ongoing enhancements. The ideal candidate combines technical expertise with strong problem‑solving skills and a commitment to delivering a high‑quality user experience.

Key Responsibilities:

Platform Administration

• Manage, configure, and maintain ServiceNow modules including Incident, Problem, Change, Request, CMDB, Knowledge, and Asset Management.

• Perform routine platform maintenance such as updates, patches, and performance monitoring.

• Create and maintain ServiceNow users, groups, roles, and access controls (ACLs).

Configuration & Development

• Build and modify forms, fields, workflows, business rules, UI policies, client scripts, and notifications.

• Develop and maintain Service Catalog items and associated workflows.

• Support integrations with external systems using REST/SOAP APIs, MID Servers, and other integration tools.

Operational Support

• Troubleshoot platform issues and provide timely resolution for incidents and service requests.

• Monitor system performance and proactively identify optimization opportunities.

• Maintain platform documentation, configuration records, and standard operating procedures.

Governance & Best Practices

• Ensure compliance with ServiceNow best practices, security standards, and organizational policies.

• Collaborate with process owners to improve ITSM/ITOM processes and enhance platform usability.

• Participate in planning and execution of platform upgrades and new module implementations.

• Experience administering and configuring the ServiceNow platform (typically 2–5 years).
Strong understanding of ITSM processes (Incident, Problem, Change, Request).
      
• ITIL foundations or other IT best practices or framework certification.
• Hands on experience with ServiceNow configuration: workflows, business rules, UI policies, client/server scripts, and catalog items.
• Familiarity with JavaScript, HTML, CSS, and ServiceNow’s scripting environment.
• Experience with integrations (REST/SOAP APIs, MID Server).
• Understanding of CMDB structure, discovery, and asset management concepts.
• Ability to analyze requirements and translate them into technical solutions.
• Strong troubleshooting skills and attention to detail.
• Experience with Agile methodologies and ITIL frameworks.
• Background in enterprise IT operations or systems administration.
• Knowledge of ServiceNow Flow Designer, IntegrationHub, or Performance Analytics.

Education/Certifications:

Bachelors degree in computer science, business, or mathematics or an equivalent of work history and education

• ServiceNow System Administrator (CSA) certification higly preferred.
• Additional ServiceNow certifications (ITSM, ITOM, HRSD, Discovery, etc.).