Lead ServiceNow Admin

Lead ServiceNow Administrator
Parsippany, NJ (Hybrid)
Full Time - NO 3RD PARTY RESUMES CAN BE ACCEPTED

Position Summary
We are seeking a highly experienced Lead ServiceNow Administrator to step into a critical, high-impact role. You will take immediate ownership of a mature ServiceNow environment following the departure of the previous administration team.

We need a seasoned expert capable of performing a technical audit of the current state, stabilizing the environment, and serving as the primary technical lead while we assemble a new support structure. You will be responsible for maintaining the platform''s health, managing upgrades, and executing strategic decommission plans as we transition processes to a new instance.

The Challenge

• Near Zero-Handover Entry: You will be stepping into an environment where the previous four managing resources are no longer present. Although documentation exists, you must be comfortable with "reverse engineering " existing logic and working without direct knowledge transfer.
• Transition & Decommission: A significant portion of this contract involves managing the lifecycle of the current instance, including preparing for and executing the decommissioning of specific processes as they migrate to a global instance.

Key Responsibilities
1. Platform Stability & Administration

• Work closely with the platform owner and lead developer as the new team is formed.
• Perform a comprehensive health check and discovery of the existing environment to understand custom configurations left by the previous team.
• Manage day-to-day administration, including user management, group management, and security ACLs.
• Troubleshoot and resolve complex incidents related to core platform functionality and integrations.

2. Modules & Capabilities Management

• Support and maintain the current deployment, specifically focused on ITSM, CMDB, IRM (GRC), and HRSD.
• Diagnose issues within the CMDB to ensure data integrity and reconciliation rules are functioning correctly.
• Manage existing API integrations (REST/SOAP) between ServiceNow and third-party enterprise tools, ensuring connectivity and data flow remain uninterrupted.

3. Documentation

• Create essential technical documentation (architecture diagrams, process flows) where it currently does not exist.
• Mentor and guide new team members as they are onboarded, establishing best practices for the new team.

Required Qualifications

• 5+ years of hands-on ServiceNow Administration and Development experience.
• ServiceNow Certified System Administrator (CSA) is mandatory; CAD or CIS certifications are preferred.
• Independence: Proven ability to work autonomously with minimal supervision. You must be comfortable navigating a complex environment without a safety net.
• Forensic Troubleshooting: Ability to read existing code (JavaScript, GlideRecord) and Business Rules to understand "how things work " without having the original developer present.
• Module Experience: Strong proficiency in ITSM and CMDB.
• Integration Skills: Experience troubleshooting and managing Integration Hub, REST APIs, and Mid Servers.

Highly Desirable (Preferred) Qualifications

• IRM/GRC Experience: Hands-on experience managing Policy, Compliance, or Risk Management modules.
• HRSD Experience: Familiarity with HR Case Management, Employee Service Center, and HR criteria.
• Migration Experience: Previous experience assisting with instance migrations, data archival, or system sunsetting/decommissioning.

Soft Skills

• Resilience: Ability to remain calm and structured in a high-pressure, transitional environment.
• Communication: Ability to explain technical risks and status to non-technical leadership.
• Proactivity: The ability to identify risks (e.g., a failing integration) before they become critical outages.