ServiceNow Administrator

ServiceNow Administrator

Position Summary:

We are seeking an experienced ServiceNow Administrator with mandatory domain separation expertise to support our multi-tenant ServiceNow environment. The successful candidate will be responsible for resolution and troubleshooting of platform-related incidents and problems, reporting, contact management, user management, and maintaining our CMDB while supporting both MSP and NOC operations through Customer Service Management.

Key Responsibilities:

Incident Management & Resolution

• Monitor, triage, and resolve ServiceNow platform incidents across multiple domains
• Perform root cause analysis and implement corrective actions to prevent recurring issues
• Collaborate with cross-functional teams to ensure timely incident resolution
• Maintain incident documentation and knowledge base articles

System Administration & Maintenance

• Administer ServiceNow instances with domain separation configurations
• Assist with system upgrade cycles and release management
• Develop and execute fix scripts to update system-wide records
• Perform regular system health checks and preventive maintenance
• Manage user access, roles, and permissions across separated domains

Reporting & Analytics

• Create and maintain operational dashboards and reports for stakeholders
• Generate KPI reports for MSP and NOC operations
• Develop custom reports to support business requirements
• Monitor system performance metrics and usage analytics

Contact & Configuration Management

• Maintain accurate contact databases and user records
• Update and validate CMDB data integrity across domains
• Manage asset lifecycle processes and documentation
• Ensure data consistency and quality across all modules

MSP & NOC Support

• Provide technical support for Managed Service Provider operations
• Support Network Operations Center activities and workflows
• Configure and customize applications to meet operational requirements
• Assist with service catalog management and workflow automation

Required Qualifications:

Essential Requirements:

• Proven experience with ServiceNow domain separation implementation and management
• Strong understanding of ServiceNow platform architecture and modules
• Experience with fix scripts, business rules, and workflow development
• Proficiency in JavaScript, HTML, CSS, and ServiceNow scripting
• Knowledge of ITIL processes and best practices
• Experience supporting MSP and NOC environments
• Strong analytical and problem-solving skills
• Proficiency in navigating both Now UI and Workspace views
• Excellent communication and documentation abilities

Preferred Certifications:

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist - Service Provider (CIS-SP)
• ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM)

Technical Skills:

• ServiceNow platform administration (3+ years minimum)
• Domain separation configuration and management
• CMDB and Asset Management
• Incident and Problem Management
• Service Portal configuration
• Integration experience (REST/SOAP APIs)
• Database management and SQL knowledge

Additional Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field preferred
• Ability to work effectively in a fast-paced, 24/7 operational environment
• Experience with change management processes
• Strong attention to detail and organizational skills
• Demonstrated ability to work independently and manage multiple priorities

Domain separation experience is mandatory for this position. Candidates without this specific experience will not be considered.