Senior ServiceNow Administrator

Who We Are :

When we say, the stuff dreams are made of, were not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth.

Behind WBDs vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating whats next

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves.

Here you are supported, here you are celebrated, here you can thrive.

Your New Role :

The Senior ServiceNow Administrator will be a key contributor within the ServiceNow Platform Engineering team, based in Hyderabad, reporting to the Manager, Lead ServiceNow Administrator.

This role is responsible for supporting the day-to-day operations, maintenance, and performance of the ServiceNow platform.

The Senior Administrator will work closely with platform engineers, developers, and business stakeholders to ensure the platform is stable, secure, and aligned with enterprise service delivery goals.

This position is ideal for a technically skilled professional with a strong understanding of ServiceNow administration, ITSM processes, and a passion for operational excellence.

The role requires hands-on experience with platform configuration, incident/request management, and environment maintenance.

Your Role Accountabilities Operations & Support :

- Respond to and resolve ServiceNow-related incidents and service requests in accordance with SLAs.

- Follow knowledge articles and standard operating procedures to ensure consistent support delivery.

- Escalate complex issues to lead administrators or developers as appropriate.

- Monitor system health dashboards and proactively address performance or availability issues.

Platform Administration & Maintenance :

- Manage user accounts, roles, and group memberships.

- Perform routine administrative tasks such as updating records, managing tables, and configuring forms.

- Support the maintenance of Service Catalog items and Knowledge Base articles.

- Assist in the configuration of workflows, UI policies, and business rules under guidance from senior team members.

Documentation & Knowledge Sharing :

- Maintain accurate documentation for configurations, standard operating procedures, and troubleshooting steps.

- Contribute to internal knowledge bases and support documentation for recurring issues and solutions.

- Participate in team knowledge-sharing sessions and cross-training initiatives.

Continuous Improvement & Collaboration :

- Identify opportunities to improve platform performance, automation, and user experience.

- Collaborate with developers, QA, and business teams to support platform enhancements and testing.

- Stay current with ServiceNow platform updates and best practices to support innovation and efficiency.

Qualifications & Experiences :

- 5+ years of experience in ServiceNow administration or platform support roles.

- Strong understanding of ServiceNow ITSM modules (Incident, Request, Problem, Change, Knowledge, Service Catalog).

- Experience with user and group management, form configuration, and basic scripting (JavaScript, Glide).

- Familiarity with instance cloning, update sets, and environment synchronization.

- Excellent troubleshooting, documentation, and communication skills.

- Bachelors degree in Information Technology, Computer Science, or a related field.

Not Required But Preferred Experience :

- ServiceNow Certified System Administrator (CSA); additional certifications (e., ITSM Implementation Specialist) are a plus.

- ITIL v4 Foundation certification.

- Experience with Automated Test Framework (ATF), Flow Designer, or IntegrationHub.

- Exposure to Agile or DevOps environments.