Prompt Smart Solutions - ServiceNow Service Desk Administrator

Description :

Key Responsibilities :

- Administer, configure, and maintain ServiceNow ITSM modules such as Incident, Problem, Change, Request, Knowledge, CMDB, and Asset Management.

- Provide L2/L3 support for ServiceNow platform issues and ensure timely incident resolution.

- Configure business rules, client scripts, UI policies, workflows, notifications, and forms.

- Manage user roles, groups, ACLs, and security rules.

- Support Service Desk operations, including ticket triage, prioritization, and escalation.

- Perform platform upgrades, patches, and testing activities.

- Maintain technical documentation and user guides.

- Ensure ITIL best practices are followed across ServiceNow processes.

Required Qualifications :

- Bachelor's degree in Computer Science / Information Technology or related field.

- 5+ years of experience in ServiceNow administration and Service Desk support.

- Strong experience with ITSM modules ? Incident, Problem, Change, Request, Knowledge, CMDB.

- Hands-on experience with JavaScript and Glide API scripting.

- Knowledge of ITIL framework and service management best practices.

- Experience with ServiceNow integrations (REST, SOAP, LDAP, Active Directory ).