ServiceNow Administrator

Role: ServiceNow Administrator/Developer

Location: 100% Remote

Reports to: Service Now Manager

Summary:

We are seeking a highly skilled and experienced ServiceNow Administrator to join our team. This individual will play a critical role in the management, administration, and development of our ServiceNow platform. The ideal candidate will be a proactive problem-solver with a strong background in ServiceNow's core modules, particularly ITSM and CMDB, and have a proven ability to drive platform adoption and optimize workflows. This is a unique opportunity to help shape the future of our ServiceNow instance as we complete a major platform upgrade and build out a new, clean instance.

Key Responsibilities:

• Platform Administration and Development:
  
  • Serve as the primary point of contact for day-to-day administration, configuration, and maintenance of the ServiceNow platform.
  • Develop and implement custom applications, workflows, and integrations to meet business requirements.
  • Manage the current upgrade process and ensure a smooth transition to the new instance by August 25th.
  • Maintain the overall health, performance, and security of the ServiceNow environment.
  • Work with a significant backlog of enhancements and new features, prioritizing and implementing solutions.
• CMDB and ITOM Pro Management:
  
  • Take ownership of the Configuration Management Database (CMDB) and drive its maturity.
  • Implement and manage ITOM Pro to map every asset to its corresponding application.
  • Ensure data integrity and accuracy within the CMDB to meet regulatory and attestation requirements.
  • Build and maintain reporting dashboards with Performance Analytics to provide visibility into CMDB health and other key metrics.
  • Collaborate with asset management and other teams to feed accurate data into the CMDB.
• Process and Adoption Enhancement:
  
  • Engage with various business units to improve user adoption and demonstrate the value of the platform.
  • Analyze existing processes and workflows (such as in Change, Release, and Knowledge Management) and optimize them for efficiency and effectiveness.
  • Implement and support Organizational Change Management (OCM) initiatives to ensure successful adoption of ServiceNow across the organization.
  • Provide technical expertise and guidance to stakeholders on ServiceNow capabilities and best practices.
• General Duties:
  
  • Provide technical support and troubleshooting for ServiceNow-related issues.
  • Create and maintain technical documentation, including configuration guides, process flows, and architectural designs.
  • Collaborate with a team of developers and architects, and be prepared to act as a subject matter expert as needed.
  • Stay current with the latest ServiceNow features, updates, and best practices.

Required Skills and Qualifications:

• Proven experience as a ServiceNow Administrator and Developer, with a strong understanding of the platform's architecture and capabilities.
• Hands-on experience with core ServiceNow modules, including ITSM (Incident, Problem, Change, Release, Knowledge Management).
• Deep expertise in Configuration Management Database (CMDB) and a solid understanding of the Common Service Data Model (CSDM).
• Experience implementing and managing IT Operations Management (ITOM) Pro, including Discovery and Service Mapping.
• Proficiency in scripting and development on the ServiceNow platform (e.g., JavaScript, GlideScript, UI Policies, Business Rules, Flow Designer).
• Experience with integrations using Integration Hub.
• Strong analytical and problem-solving skills with the ability to manage a large backlog of work.
• Excellent communication and collaboration skills, with a focus on engaging stakeholders and driving change.
• A "roll up your sleeves " attitude and the ability to work in a fast-paced environment.
• Remote work experience is required.

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