Position: ServiceNow Administrator
Location: 100% Remote
Job Description:
Administer and operate ServiceNow ITOM Discovery, Service Mapping, and CMDB; act as a CMDB administrator to maintain data quality and operational readiness.
• Create, maintain, and continuously improve Application Service Maps in ServiceNow; streamline and automate service mapping where possible.
• Support improved reporting and impact analysis using CMDB/service mapping data (e.g., relationships between configuration items (CIs), applications, and ownership/impact).
• Provide operational support including monitoring, incident response, and request fulfillment related to ServiceNow ITOM administration (note: Event Management is out of scope).
• Partner with client stakeholders and technical teams to drive “heavy lifting” for mapping/CMDB improvements and day-to-day administration.
• Support a large-scale CMDB and mapping footprint (millions of CIs and thousands of applications/service maps) and help sustain mapping maturity.
• Provide coverage aligned to 24x7 needs with a standard work schedule and after-hours support as required.
Job Responsibilities:
Hybrid Cloud Infrastructure You will help ensure the availability, reliability, and performance of business-critical applications and infrastructure by providing 24x7x365 monitoring, proactive incident response, knowledge management, and automation. You’ll work with internal technology teams and third-party vendors to quickly detect, escalate, and resolve incidents—while reducing manual effort through “shift left” practices and scripting/automation.
• Monitor applications/infrastructure using tools such as Dynatrace, Grafana, and Azure Monitor; tune dashboards, baselines, and alerts.
• Serve as an Incident Coordinator for triage and major incidents: run bridge calls, document actions, and support PIRs.
• Drive incident triage and escalation to meet rapid detection goals (e.g., TTD ? 5 minutes for major incidents) and support RCA and communications.
• Build and maintain SOPs, knowledge articles, and known error content to improve L1 effectiveness.
• Identify repetitive issues and create scripts/runbooks (PowerShell/Python/Bash) to automate detection and remediation.
• Track and report operational KPIs (e.g., MTTD/MTTR, tickets worked, change validations, major incidents avoided).
• Provide scheduled coverage for 24x7x365 operations, including off-hours and holidays as needed.
• 8+ years in IT operations, incident management, or application support in a 24/7 environment.
• Hands-on experience with observability/monitoring (Dynatrace, Grafana, and/or Azure Monitor), including alerting and dashboarding.
• Experience supporting or coordinating major incident resolution (bridge calls, documentation, stakeholder communications).
• Familiarity with ITSM tooling and workflows (e.g., ServiceNow).
• Excellent scripting/automation skills (PowerShell, Python, and/or Bash) and documenting SOPs/knowledge articles.
• Exceptional verbal and written communication skills; ability to document procedures, incident reports, and root cause analyses clearly.
• Proven ability to provide effective escalation support and guidance to junior engineers and Tier 1/2 teams.
• Bachelor’s degree in a related field (or equivalent experience)
• Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve.
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