ServiceNow Administrator/Developer

Must Have Technical/Functional Skills

1. 3- 8 years of experience in ServiceNow Implementation & Support Expert and Risk Management Process

Specialist (specifically skilled in ServiceNow Integrated Risk Management / IRM)

2. Experience working in enterprise or managed services environments

3. ServiceNow application and functional support (includes enhancement support).

4. Experience in ServiceNow platform administration/Development & Configuration

5. Strong stakeholder management, facilitation, and communication skills

Roles & Responsibilities

6. ServiceNow upgrade activities (approximately once every six months)

7. Remediation of issues identified as part of upgrade activities

8. Resolution of issues in non-production environments

9. Code promotion to production following successful testing in non-production

10. Support for operational metrics

11. Performance and usage monitoring

12. Maintenance and updates to SOPs and support runbooks

13. Support for OKTA/IGAM/SSO configuration in SNOW. For example, there is new AD or new BU on-boarded, we''d need to make some changes in SNOW. 14. Possible support for setting up Security Information and Event Management (SIEM) / Splunk Integration. 15. IT support creating new customized groups and mapping this with the user entitlements 16. Maintaining the licenses count and the forecast for future licensing needs 17. Interfacing with ServiceNow and raising tickets for any issues encountered and coordination for resolution and closure. 18. Operational support for any BIE (involving MIM etc.) 19. Admin support to on-board new ServiceNow modules 20. On a monthly basis, the IT support team will pull details from IGAM/AD groups and compare them with users in ServiceNow to ensure accounts remain in sync and are deleted (in SNOW) as needed to free up licenses (e.g., when users change departments or leave SCE). This is due to JIT (AUTHn/Authz) and avoiding the implementation of the IGAM recon process loop. 21. ServiceNow application and functional support (includes enhancement support). 22. in ServiceNow Implementation & Support Expert and Risk Management Process Specialist (specifically skilled in ServiceNow Integrated Risk Management / IRM)

Generic Managerial Skills, If any

Domain: Utility / Energy Industry

Soft Skills:

Stakeholder Management

Analytical Thinking

Excellent Customer Communication

Problem Solving

Excellent Presentation Skills

Documentation and knowledge sharing

Certifications: ITIL4/ITIL5 Foundation, Certified ServiceNow Administrator; ServiceNow Certified Application Developer

or IRM/GRC implementation certification preferred

Key Words to search in Resume

1. Hands-on ServiceNow administration, development, configuration and production support experience.

2. Mandatory exposure to ServiceNow Integrated Risk Management / GRC modules such as Policy and Compliance,

Risk Management, Issues, Controls, Profiles and Indicators.

3. Strong knowledge of JavaScript, Business Rules, Client Scripts, UI Policies, Script Includes, Flow Designer and

workflow automation.

4. Experience supporting upgrades, update sets, code promotion, testing, defect remediation and release activities.

5. Understanding of integrations and access management including OKTA, IGAM, SSO, AD groups, user

entitlements and license clean-up activities.

Ability to troubleshoot non-production and production issues, monitor operational metrics, maintain SOPs/runbooks and

coordinate with ServiceNow support.

Pre-Screening Questionnaire

Functional Competency Questions:

1. What are the key responsibilities of a ServiceNow Administrator/Developer in an enterprise support environment?

2. Explain the core components of ServiceNow Integrated Risk Management / GRC and how Policy, Risk, Controls, Issues

and Profiles are related.

3. How do you configure and troubleshoot Business Rules, Client Scripts, UI Policies and Script Includes in ServiceNow?

4. How would you approach ServiceNow upgrade planning, skipped changes review, regression testing and post-upgrade

remediation?

5. Explain how update sets are managed and promoted from non-production to production environments.

6. What is the role of OKTA/SSO/IGAM integration in ServiceNow user access and entitlement management?

7. What are the key applications under ServiceNow IRM? And different types of risk scoring?

8. What documentation and runbook practices would you follow for recurring support, enhancements and incident

resolution?

Scenario-Based:

1. A ServiceNow upgrade introduces multiple skipped changes and a few IRM workflows stop functioning in non-

production. How would you investigate, prioritize and remediate the issues?

2. A new business unit is onboarded and needs OKTA/SSO/AD group mapping in ServiceNow. What steps would you take

to configure access, validate entitlements and prevent license leakage?

3. Monthly reconciliation shows users who left or changed departments are still active in ServiceNow. How would you

resolve this and design a repeatable clean-up process?

4. An IRM control indicator fails and generates issues for multiple profiles. How would you analyze root cause, coordinate

with control owners and track remediation?

5. A production defect is reported after an update set promotion. How would you roll back or remediate safely while

keeping stakeholders informed?

6. The business asks for a new IRM enhancement but the requirement is unclear. How would you gather requirements,

assess impact, prepare a solution and manage testing?