ServiceNow Administrator

Description :

Key Responsibilities :

Incident Management & Support (L2) :

- Diagnose and resolve L2 incidents across ServiceNow modules including ITSM, HRSD, Risk, and Service Portals

Troubleshoot issues related to :

- Platform configuration

- Data integrity

- Integrations

- Infrastructure components

- Platform Lifecycle Management

- Execute ServiceNow patching and upgrade cycles aligned with product roadmap

Perform :

- Regression testing

- Controlled deployments

- Change management compliance

- Platform Operations & Administration

- Manage platform service desk activities : User access provisioning, Role & group management, Bulk data updates and record clean-ups

Ensure :

- Complete audit trails

- Least-privilege access enforcement

- Automation & Scripting

Automate repetitive operational tasks using :

- Flow Designer

- Integration Hub

- Scripted solutions

- Implement MID Server integrations using PowerShell for infrastructure automation

Performance & Monitoring :

Monitor and enhance platform performance across :

- Service Portal

- Workspaces

Actively address :

- HealthScan findings

- Performance tuning and optimization

- Security & Compliance

Implement and maintain :

- Certificates and encryption

- Key rotation strategies

- Vulnerability management practices

- Ensure compliance with enterprise security standards and data protection regulations (e.g., GDPR)

Platform Governance & Analytics :

- Define and track KPIs, dashboards, and operational metrics, Drive continuous improvement using platform insights

Support :

- License tracking

- Usage analytics

- Data-driven recommendations

- Multi-Instance Management, Manage Dev, Test, UAT, and Production environments

- Support release management and controlled deployments

- Stakeholder Advisory

Evaluate build requests and recommend :

- Configure vs Customize decisions, Ensure alignment with ServiceNow best practices and long-term maintainability

Required Skills & Qualifications :

- ServiceNow Expertise

- Certified ServiceNow Administrator (CSA Mandatory)

Strong hands-on experience in :

- Configuration & troubleshooting

- Access controls (ACLs)

- Platform upgrades

- Operational governance

Infrastructure Knowledge :

- Strong experience in : Linux & Windows server administration

- Logging & monitoring

- Networking fundamentals

- Scripting & Automation

Hands-on experience with :

- PowerShell

- MID Server integrations

- Strong automation mindset

Security & Compliance :

Experience with :

- SSO, MFA, LDAP

- Certificate lifecycle management

- Encryption & key management

- Analytics & Reporting

Ability to build and interpret :

- Dashboards

- KPIs and performance metrics

AI/ML Awareness :

Understanding of ServiceNow AI capabilities including :

- Data governance

- Access control

- Platform readiness

Preferred Qualifications :

- ServiceNow certifications such as CIS / CTA (preferred)

- Experience managing enterprise-scale ServiceNow environments

Strong knowledge of :

- CMDB and data model governance

- Upgrade planning and release management