Job Description
Your Next Big Career Move Starts at DXC Technology
We're Hiring: ServiceNow Administrator
Location: Hybrid - DXC Manika Eton Cyberpod Two, Quezon City
Employment Type: Fulltime
At DXC, we build strong connections, embrace innovation, and empower our people to grow. We're looking for a ServiceNow Administrator who is motivated, skilled, and eager to contribute to meaningful projects.
Key Responsibilities
- Platform Operations & Maintenance
- Ensure stable and smooth day-to-day operation of all ServiceNow instances (DEV, TEST, PROD).
- Monitor system health dashboards, scheduled jobs, and integrations to prevent or quickly resolve issues.
- Perform regular housekeeping activities such as log cleanup, fixing broken references, and managing orphaned records.
- Manage user accounts, roles, and group access following governance policies.
- Incident & Request Management
- Provide Level 2 support for all ServiceNow-related incidents and requests raised through the ITSM tool.
- Investigate and resolve functional and configuration issues (catalog items, forms, workflows, notifications).
- Escalate complex or code-related issues to the ServiceNow Developer or Platform Owner when required.
- Ensure timely updates and communication to users and stakeholders regarding ticket progress.
- Change & Release Management
- Participate in CAB reviews and ensure all admin changes follow proper change management process.
- Prepare and execute platform changes (configuration, workflow updates, role adjustments) during approved windows.
- Support deployment activities from DEV → TEST → PROD, ensuring correct migration of update sets.
- Maintain release notes and documentation for all BAU deployments.
- Platform Configuration and Catalog Maintenance
- Maintain and enhance service catalog items, request workflows, and approval processes.
- Configure and test UI policies, business rules, client scripts, and notifications within BAU scope.
- Work with process owners to ensure catalog items and forms remain accurate and aligned with business needs.
- Upgrade and Patch Support
- Support the ServiceNow version upgrade process — pre-checks, testing, and post-upgrade validation.
- Identify and resolve broken configurations or deprecated features after upgrades.
- Update documentation and test cases post-upgrade to maintain compliance and stability.
- Reporting and Performance Analytics
- Create and maintain reports and dashboards for ITSM and other modules as requested by stakeholders.
- Monitor platform performance and usage trends; recommend optimizations or cleanup activities.
- Security, Compliance, and Governance
- Manage user and role provisioning in line with least-privilege principles.
- Ensure compliance with audit and governance controls (e.g., access reviews, segregation of duties).
- Maintain data integrity in CMDB, catalog, and other modules used by BAU.
- Continuous Improvement and Collaboration
- Identify and propose process or automation improvements to enhance efficiency.
- Collaborate with developers, process owners, and platform team for fixes and enhancements.
- Participate in weekly BAU stand-ups or review calls to discuss platform health, open issues, and priorities.
- Documentation and Knowledge Sharing
- Maintain configuration logs, admin guides, and SOPs for BAU activities.
- Create and update Knowledge Base (KB) articles for common issues or user queries.
- Support internal training and handover sessions to ensure operational continuity.
- Communication & Escalation
- Provide timely updates on incidents, changes, and maintenance activities.
- Escalate recurring or high-impact issues to the ServiceNow Platform Owner or Tech Lead.
- Coordinate with vendor support (ServiceNow or third-party) for unresolved technical issues.
Solution Design & Delivery
- Analyze business requirements and translate them into ServiceNow solutions
- Design and configure ServiceNow modules using out-of-the-box first principles
- Deliver enhancements across ServiceNow modules (ITSM mandatory; others as applicable)
- Configure workflows, forms, business rules, client scripts, UI policies, notifications, and reports
- Support integrations and data flows with internal and external systems
Advisory & Stakeholder Engagement
- Act as a trusted advisor to business and client stakeholders
- Recommend best-practice solutions and challenge unnecessary customization
- Facilitate workshops, design sessions, and requirement walkthroughs
- Support solution demonstrations and walkthroughs
Governance & Quality
- Ensure adherence to DXC governance, security, and compliance standards
- Support impact analysis and effort estimation for enhancements
- Participate in design reviews and architecture governance
- Collaborate with Test Analysts during functional and UAT testing
BAU & Operational Support
- Support AMS activities including minor enhancements and continuous improvement
- Provide technical guidance during incident and problem investigations
- Ensure solutions are maintainable, scalable, and operationally sustainable
Qualifications
- Bachelor's degree in a relevant field or equivalent combination of education and experience
- A continuous learner that stays abreast with industry knowledge and technology
- 3-5 years experience working with the ServiceNow platform
- Strong hands-on experience with ServiceNow ITSM (Incident, Problem, Change, Request)
- Solid experience in:
Workflows and Flow Designer
Forms, UI Policies, Business Rules
Notifications, SLAs, and reporting
- Experience working in Agile / SDLC delivery models
- Strong analytical, communication, and documentation skills
What We Offer
- Competitive compensation and benefits
- Professional growth opportunities
- A collaborative and inclusive workplace
If this sounds like you, apply here [application link] and take the next step in your DXC journey.
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About DXC
DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.
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