Servicenow Administrator

Open only to W2 candidates needing no sponsorship now or in future 100% Remote

Senior ServiceNow Administrator / Engineer

Overview

We are seeking a Senior ServiceNow Administrator to own the administration, configuration, and operational health of our ServiceNow platform. This role focuses on ITSM stability, scale, and continuous improvement across multiple environments. You ll be the adult in the room when things get complex and the reason they don t break in production.

Key Responsibilities

• Administer and support three ServiceNow instances: Production, Development, and QA.
• Manage and maintain a large Service Catalog (500+ catalog items), including lifecycle management, fulfillment workflows, and performance optimization.
• Own CMDB administration, including data model governance, integrations, data quality, and ongoing accuracy improvements.
• Configure and maintain ITSM modules (Incident, Request, Problem, Change, Knowledge, Asset, etc.).
• Design, build, and maintain Virtual Agent topics and intents, ensuring alignment with ITSM processes and user experience goals.
• Perform platform configuration, upgrades, patches, and routine maintenance.
• Enforce best practices for instance management, update sets, and promotion between environments.
• Troubleshoot complex platform issues and provide root cause analysis.
• Collaborate with stakeholders to translate operational needs into scalable ServiceNow solutions.
• Maintain platform documentation and operational standards.

Required Skills & Experience

• Senior-level experience administering ServiceNow ITSM in an enterprise environment.
• Strong hands-on experience managing multi-instance environments (Prod / Dev / QA).
• Proven experience supporting large-scale Service Catalogs (500+ items).
• Solid expertise in CMDB architecture, relationships, and data governance.
• Experience configuring Virtual Agent topics, intents, and conversations.
• Strong understanding of ServiceNow platform configuration (forms, workflows/flows, business rules, ACLs).
• Experience supporting upgrades and releases with minimal operational impact.
• Ability to work independently, prioritize effectively, and make sound technical decisions.

Nice to Have

• ServiceNow certifications (CSA, CIS-ITSM).
• Experience with Discovery, Integrations, or Performance Analytics.
• Light scripting experience (JavaScript) for administrative enhancements.