Key Responsibilities

• Oversee the daily administration, configuration, and ongoing maintenance of the ServiceNow platform.
• Ensure ServiceNow is up-to-date with the latest patches, releases, and industry best practices.
• Perform regular platform health checks and system upgrades to ensure optimal performance and security.
• Identify opportunities for process improvement and automation within ServiceNow to enhance operational efficiency.
• Ensure ITIL processes are implemented and aligned with the organization’s goals, including Incident, Change, Problem, and Service Request Management.
• Champion continuous improvement initiatives for the ServiceNow platform.
• Develop and deliver training sessions for end-users and administrators to ensure proper usage of ServiceNow.
• Create and maintain comprehensive documentation, including system design documents, user guides, workflows, and standard operating procedures (SOPs).
• Ensure that the ServiceNow platform is secure, compliant with organizational policies, and adheres to industry standards.
• Conduct regular audits and assessments to identify and mitigate security and compliance risks.
• Implement role-based access control (RBAC) and manage data privacy standards within ServiceNow.
• Monitor the overall performance of the ServiceNow platform, identify bottlenecks, and optimize system performance as needed.
• Troubleshoot and resolve technical issues in a timely and efficient manner.
• Perform root cause analysis (RCA) for recurring issues and implement long-term solutions.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in ServiceNow administration, configuration, and development.
• Proven experience as a technical lead or in a similar leadership role, with a track record of mentoring teams.
• Strong knowledge of ServiceNow modules (e.g., ITSM, ITOM, CMDB, Service Portal, etc.).
• Experience with REST/SOAP APIs, integrations, and data migration.
• Solid understanding of ITIL processes and service management best practices.
• Excellent problem-solving skills, attention to detail, and analytical thinking.
• Strong communication and interpersonal skills, with the ability to collaborate with both technical and non-technical stakeholders.
• Ability to work independently and as part of a team to meet project goals.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) and/or other relevant certifications (e.g., Certified Application Developer, ITIL certifications).
• Experience with Agile/Scrum methodologies and working in Agile environments.
• Familiarity with cloud platforms (e.g., AWS, Azure) and technologies.
• Experience with scripting languages (e.g., JavaScript, AngularJS) and ServiceNow development tools.
• Experience in managing ServiceNow integrations with third-party tools and services.

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