Senior ServiceNow Administrator
Location: Scottsdale, AZ or Chicago, IL (hybrid work model)
Employment Type: Full?time
Work Authorization: Must be authorized to work in the United States for any employer at time of hire; visa sponsorship not available
About the OpportunityThis role supports a large, complex enterprise environment where ServiceNow is a core platform for IT service management, operational workflows, and cross?functional service delivery. The organization relies heavily on ServiceNow to standardize processes, improve efficiency, and provide reliable, secure services at scale.
The Senior ServiceNow Administrator acts as a platform owner, providing technical leadership, defining standards, and driving continuous improvement across the ServiceNow ecosystem. The environment values stability, security, collaboration, and long?term platform health, with strong visibility into enterprise operations and strategic initiatives.
Hybrid work is supported in designated hub locations to balance flexibility with in?person collaboration.
Role OverviewThe Senior ServiceNow Administrator is responsible for the primary administration, configuration, and strategic support of the ServiceNow platform and related modules. This role serves as the subject matter expert for ServiceNow functionality, workflows, data, and integrations, ensuring the platform remains scalable, secure, and aligned with evolving business needs.
This position blends deep hands?on technical expertise with ownership of processes, automation, documentation, and stakeholder partnership, while mentoring others and influencing platform direction.
Essential Responsibilities- Serve as the primary administrator and senior subject matter expert for the ServiceNow platform
- Provide advanced application support to end users, resolving complex incidents and requests related to ServiceNow functionality
- Troubleshoot ServiceNow issues at an expert level, owning incidents through resolution and coordinating with internal teams or vendors as needed
- Configure and maintain ServiceNow modules, workflows, forms, business rules, notifications, and UI components
- Architect and design ServiceNow solutions to meet business requirements, including integrations with other enterprise systems
- Establish, document, and enforce best practices for ServiceNow administration, security, and governance
- Monitor platform performance and usage, recommending and implementing enhancements and optimizations
- Design and lead automation initiatives using ServiceNow Flow Designer, scripting, and related tools
- Perform root cause analysis for platform incidents and systemic issues, implementing long?term corrective actions
- Plan and support ServiceNow upgrades, patches, and feature releases, including testing, validation, and user communication
- Manage configuration changes through structured change management processes
- Partner with stakeholders to define metrics, KPIs, and SLAs supported by ServiceNow reporting, dashboards, and analytics
- Lead ServiceNow?related projects, including requirements gathering, configuration, testing, documentation, training, and rollout
- Develop and maintain technical and user?facing documentation, including platform standards, procedures, and guides
- Drive adoption and effective usage of ServiceNow across the organization through training, best practices, and process alignment
- Maintain vendor relationships to resolve issues, manage support cases, and influence future platform enhancements
- Monitor license usage and capacity, supporting budgeting, forecasting, and renewal activities
- Ensure ServiceNow configurations align with enterprise security, data protection, and compliance requirements
Minimum Qualifications- Bachelor’s degree in Business, Communications, Computer Science, or a related field, or equivalent professional experience
- Significant hands?on experience administering and supporting ServiceNow in an enterprise environment
- Strong understanding of IT service management principles and ServiceNow best practices
- Proven experience configuring workflows, forms, business rules, notifications, and reporting within ServiceNow
- Excellent written and verbal communication skills, with the ability to influence both technical and non?technical stakeholders
- Ability to mentor, coach, and provide technical guidance to peers and junior administrators
- Strong organizational skills with the ability to manage multiple priorities independently
- High attention to detail and accuracy
ServiceNow certifications are strongly preferred.
Preferred Qualifications- Experience supporting multiple ServiceNow modules such as ITSM, ITOM, CMDB, or Performance Analytics
- Experience developing scripts or advanced automation within ServiceNow
- Experience integrating ServiceNow with other enterprise applications and data sources
- Experience leading platform governance or Center of Excellence activities
Work Environment and Physical RequirementsWork is performed in a standard office environment and is primarily sedentary, requiring extensive computer use. Occasional standing, walking, reaching, or lifting of light objects may be required. The essential functions of this role can be performed with or without reasonable accommodation.
Compensation and Benefits
Compensation is competitive and varies based on geographic location, job scope, experience, skills, and internal equity. This role is eligible for incentive compensation and a comprehensive benefits package, including healthcare coverage, retirement plans, paid time off, paid parental leave, and additional wellness and family?support programs.
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