Job Title: ServiceNow Senior Administrator
About the Role
We are looking for a ServiceNow Senior Administrator to manage the day‑to‑day health, stability, and configuration of our ServiceNow platform. This role requires strong hands‑on experience with ITSM and ITAM, solid understanding of platform architecture, and the ability to support enhancements, troubleshoot issues, and guide junior team members. You will work closely with developers, process owners, and platform stakeholders to ensure the system runs smoothly and follows best practices.
Key Responsibilities
- Oversee daily administration of the ServiceNow platform, including user management, roles, groups, and access controls.
- Maintain and improve core modules such as ITSM and CMDB; experience with ITAM, ITOM, HRSD, or SecOps is a plus.
- Configure and manage forms, fields, lists, UI policies, UI actions, and basic workflow or Flow Designer logic.
- Support platform upgrades, patches, regression testing, and general maintenance activities.
- Monitor data quality across key tables, including CMDB, ITSM, SAM/HAM, and ITOM‑related records.
- Troubleshoot complex issues, perform root‑cause analysis, and implement long‑term fixes.
- Assist with catalog items, record producers, notifications, and workflow automation.
- Work with cross‑functional teams to understand requirements and translate them into configuration tasks.
- Maintain clear documentation for configuration changes, processes, and platform updates.
- Provide guidance to junior admins and support teams on platform standards and best practices.
Core Skills & Technical Knowledge
- Strong understanding of ServiceNow platform architecture, tables, forms, ACLs, and role‑based access.
- Hands‑on experience with ITSM and ITAM (required).
- Working knowledge of Business Rules, Client Scripts, UI Policies, UI Actions, and Flow Designer.
- Familiarity with Script Includes, Glide APIs, and basic scripting (JavaScript).
- Understanding of integrations, Scripted REST APIs, and data exchange concepts.
- Good awareness of CMDB relationships, data models, and data quality practices.
- Experience with Service Portal or UI customization is helpful.
- Understanding of ITIL processes and how they map to ServiceNow.
Qualifications
- 4–6+ years of hands‑on experience administering or developing in ServiceNow.
- Bachelor’s degree in IT or related field (or equivalent experience).
- Experience supporting upgrades, maintenance, and platform improvements.
- Background working in Agile or hybrid delivery environments.
- ServiceNow CSA certification required or in progress; additional certifications (ITSM, CMDB, HRSD, ITAM) are a plus.
- Strong communication skills and ability to work with both technical and business teams.
- Ability to mentor junior team members and support platform governance.
JCI is an Equal Opportunity Employer and does not discriminate on the basis of any protected categories.
