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.

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