Role Overview :
The ServiceNow Administrator is responsible for the day-to-day administration, configuration, and maintenance of the ServiceNow platform. This role ensures smooth operation of IT Service Management (ITSM) processes, supports business requirements, and maintains platform stability and performance.
Key Responsibilities
Platform Administration
- Manage user accounts, roles, and access controls.
- Configure ServiceNow modules (Incident, Problem, Change, Request, CMDB, Knowledge, etc.).
- Maintain Service Catalog, workflows, and approvals.
- Monitor system performance and troubleshoot issues.
Configuration & Customization
- Create and manage forms, fields, tables, and UI policies.
- Develop and maintain business rules, client scripts, and notifications.
- Configure integrations with other enterprise systems.
- Support upgrades, patches, and new releases.
Data Management
- Maintain CMDB accuracy and integrity.
- Perform data imports, exports, and cleansing.
- Ensure compliance with ITIL processes and organizational standards.
Support & Documentation
- Provide technical support to end-users and resolve ServiceNow-related issues.
- Document configurations, workflows, and procedures.
- Train users and create knowledge articles.
Continuous Improvement
- Identify opportunities to optimize ITSM processes.
- Stay updated on ServiceNow best practices and new features.
- Collaborate with developers and business analysts to enhance platform capabilities.
Technical Skills:
- Strong knowledge of ServiceNow platform administration.
- Experience with scripting (JavaScript, Glide).
- Familiarity with integrations (REST/SOAP APIs).
- Understanding of ITIL processes.
Experience:
- 5+ years of ServiceNow administration experience.
- Hands-on expertise in ITSM modules and CMDB.
