Senior ServiceNow Administrator

Description :

We are looking Senior ServiceNow Administrator (Remote Location)

Exp : 7 to 14 years exp

Shift : 6 : 30 pm to 3 : 30 am Night shift

Location : US Client (Remote/Offshore)

Department : IT Infrastructure

Position Summary :

Senior ServiceNow Administrator to manage, support, and enhance their ServiceNow ITIL Service Desk Platform.

The role involves ensuring platform stability, driving continuous improvements, and enabling integrations with enterprise systems.

Key Responsibilities :

- Platform Administration & Maintenance : Execute comprehensive administrative duties for the ServiceNow platform, ensuring high availability, performance optimization, and overall system stability in a production environment.

- ITSM Module Configuration : Lead the configuration and customization of core IT Service Management (ITSM) modules, including Incident, Problem, Change Management, Service Request Management, Knowledge Management, and the CMDB.

- Development and Automation : Design, develop, and implement custom solutions utilizing advanced platform scripting, including JavaScript, Glide APIs, UI Policies, and Business Rules, to automate complex service desk processes.

- System Integration : Develop and maintain reliable integrations between ServiceNow and other enterprise systems using standard protocols like REST and SOAP APIs, ensuring seamless data flow and process continuity.

- CMDB and Asset Management : Manage the Configuration Management Database (CMDB) structure, relationships, and data quality, and oversee user access controls, security roles, and regular platform upgrades/patches.

- Performance and Compliance : Proactively monitor and tune system performance, manage instance cloning, and ensure all platform configurations and processes strictly comply with ITIL standards and internal governance frameworks.

- Support and Training : Provide advanced second and third-level platform support, troubleshoot complex technical issues, and develop technical documentation and training materials for end-users and administrators.

Requirements :

- Experience : 7 to 14 years of experience in IT, with 5 years specifically in ServiceNow Administration and Development.

- Certification (Mandatory) : Possess the mandatory ServiceNow Certified System Administrator (CSA) certification.

- Technical Scripting : Demonstrated strong scripting skills within the ServiceNow environment, including expert proficiency in JavaScript, Glide APIs, and working with server-side and client-side scripting.

- ITIL Foundation : Hold the foundational ITIL Foundation certification, demonstrating a firm grasp of service management best practices.

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

- Shift and Location : Must be willing and able to work the Night Shift (6 : 30 PM to 3 : 30 AM IST) to support the US Client hours in a remote/offshore capacity.

Preferred Skills :

- Advanced Certifications : Possession of advanced ServiceNow certifications such as Certified Implementation Specialist (CIS-ITSM), Certified Application Developer (CAD), or Technical Architect.

- Module Expertise : Extensive, hands-on experience configuring and maintaining advanced platform features like CMDB/CSDM, Service Catalog, Discovery/Service Mapping, and Virtual Agent/NLU.

- Agile and Cloud : Practical familiarity with Agile/Scrum methodologies for platform development and experience working within large-scale cloud or SaaS environments.

- Leadership and Enhancement : Proven ability to lead and drive significant IT service management enhancements and continuous process improvements.

- Collaboration : Strong history of successful collaboration with cross-functional teams, including Helpdesk, Application Development, and Infrastructure teams, in a global delivery model