Job Description
Role Description
Provides daytoday technical administration and operational support for the ServiceNow platform across production and nonproduction environments
Ensures platform stability performance and security while supporting users resolving incidents and enabling delivery teams
Acts as the foundation keeper of the platform managing core configurations upgrades and access controls
Provides frontline technical support and assistance to users of the ServiceNow platform ensuring prompt issue resolution and highquality user experience
Acts as a liaison between end users and technical teams helping to resolve incidents answer queries and maintain platform stability
Contributes to platform health through proactive monitoring configuration support and user education
RoleResponsibilities
Provide guidance and training to users on system functionality navigation and best practices
Escalate complex issues appropriately while documenting resolution steps and root cause analysis
Assist in system configuration form updates workflow adjustments and administrative tasks
Monitor system performance and proactively identify potential platform or integration issues
Maintain support documentation and contribute to knowledge base articles for common issues
Collaborate with development and admin teams to validate and test fixes and enhancements before deployment
Maintain the overall health stability and usability of the ServiceNow platform by performing daily system administration and maintenance
Manage user accounts roles groups and access control lists ACLs to enforce security and governance policies
Plan and execute platform upgrades patches and cloning activities in coordination with platform architects and development teams
Support developers by providing configuration assistance and maintaining sandbox environments
Perform routine platform configurations such as table creation form layout UI policies notifications and catalog item updates
Work closely with architects and platform owners to ensure alignment with platform design standards and best practices
Drive and implement fixes to instance health scan finding performance manageability usability scalability upgradability and security
Maintains the stability and usability of the platform across production and nonproduction environments
Perform POC and implement platform versioning inclusive core platform plugins store apps widgets etc including execution of instance patching cloning etc
Manage Release Management process Change assessment CAB approval deployment during weekends review etc
ServiceNow platform communication management focusing on planned events changes new capability release new project release etc and unplanned events priority incidents patching etc
Maintenance of ActivityEvent Calendar
Develop clear and concise technicalprocess documentation
Strong collaboration with stakeholders including internal customers stakeholders and vendors to understand challenges and gain consensus on improved system and operational solutions
Technical and Industry Experience
Industry and project experience of 5 years with ServiceNow
At least 3 years experience in managing and implementing the ServiceNow Platform
Must have Handson experience with ServiceNow platform administration and core system functionality
Strong knowledge of user and group management ACLs and instance security
Strong expertise in automation tools such as Flow Designer Scheduled Jobs and scripting
Expertise in ServiceNow Coding java script business rules client scripts UI Policies etc
Experience on RESTSOAP based integrations and MID Server architecture
Experience on ServiceNow CMDB
Experience with monitoring tools ITSM CMDB Event Management Performance Analytics application development and ATF are beneficial Experience on ServiceNow ITSM in ServiceNow
Familiarity with platform performance monitoring log analysis and troubleshooting tools
Experience with platform upgrade planning execution and postupgrade testing
Certifications Preferred
ServiceNow Certified System Administrator CSA
o ServiceNow Certified Application Developer CAD
o ServiceNow Certified Implementation Specialist ITSM CISITSM
o Now Assist
o ITIL v34 Foundation