About the Role :

We are seeking an experienced ServiceNow Service Desk & Administrator with strong hands-on experience in administering, configuring, and supporting the ServiceNow platform. The ideal candidate will be responsible for managing Service Desk operations, maintaining ServiceNow modules, configuring workflows, and providing L2/L3 support to ensure stable and efficient IT service delivery.

Key Responsibilities :

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

- Provide L2/L3 support for ServiceNow platform issues, troubleshooting and resolving incidents in a timely manner.

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

- Manage user roles, groups, access controls, and security rules.

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

- Monitor system performance, logs, and integrations to ensure platform stability.

- Perform platform upgrades, patches, and testing activities.

- Work closely with business stakeholders to gather requirements and translate them into technical solutions.

- Develop and maintain documentation for configurations, processes, 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 hands-on experience with ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB).

- Experience with scripting (JavaScript, Glide API).

- Understanding of ITIL processes and service management best practices.

- Experience with ServiceNow integrations (REST/SOAP, LDAP, AD).

- Strong troubleshooting and analytical skills.

- Excellent communication and stakeholder management skills.