Mandatory Skills & Requirements
7+ years of experience in IT/service management, enterprise platforms, or digital transformation, with 3+ years as a ServiceNow Platform Administrator.
Strong hands-on experience with ServiceNow ITSM, ITOM, and ITAM modules.
Strong understanding of ServiceNow platform functionality, ITSM processes, workflow automation, and ITIL best practices.
Experience configuring Incident, Problem, and Change Management modules.
Hands-on experience developing and customizing forms, workflows, scripts, UI policies, and business processes.
Strong understanding of ITIL processes, including Incident, Request, Problem, Change, Knowledge, Asset, and Configuration Management.
Experience with CMDB, integrations, workflow automation, reporting, dashboards, and platform governance.
Hands-on experience with Integration Hub, REST/SOAP APIs, and enterprise system integrations.
Strong user and data management experience, including roles, permissions, access control, data imports/exports, and data integrity.
Strong analytical, troubleshooting, and problem-solving skills.
Key Responsibilities
Configure, administer, and maintain ServiceNow ITSM, ITOM, and ITAM modules.
Develop and customize forms, workflows, scripts, UI policies, and automation based on business requirements.
Manage ServiceNow users, roles, permissions, and access controls.
Perform platform maintenance, upgrades, patch management, performance monitoring, and troubleshooting.
Support Incident, Problem, and Change Management processes and resolve platform-related issues.
Configure and maintain integrations using REST/SOAP APIs and Integration Hub.
Maintain CMDB health, data integrity, imports/exports, reports, dashboards, and platform governance.
Collaborate with business users, project managers, developers, administrators, and vendors to gather requirements and implement platform changes.
Drive continuous improvement based on operational metrics, user feedback, platform health, and changing business requirements.
Act as a technical authority for assigned ServiceNow initiatives and make sound design decisions within the platform governance model.
Mentor developers and administrators, review technical deliverables, and resolve design or engineering blockers.
Drive technical planning, design walkthroughs, defect triage, release readiness, and post-implementation stabilization.
Maintain solution design documents, interface specifications, support runbooks, and operational knowledge articles.
Preferred Skills & Certifications
ServiceNow Certified System Administrator.
ServiceNow Certified Application Developer.
ServiceNow Implementation Specialist certifications, particularly ITSM.
ITIL Foundation or higher certification.
Experience with complex enterprise ServiceNow implementations and platform enhancements.
Strong stakeholder management, communication, facilitation, and decision-making skills.
Ability to communicate technical risks, dependencies, and recommendations to technical and non-technical stakeholders.
