Overview
The ServiceNow System Administrator will support the administration, configuration, maintenance, documentation, reporting, testing, and end-user support of the IRC’s ServiceNow platform.
Key Responsibilities
- Provide Tier 1 and Tier 2 end-user support for ServiceNow-related incidents, requests, access issues, reporting questions, catalog items, and basic configuration issues.
- Administer and maintain core ServiceNow platform components.
- Configure and maintain ServiceNow solutions across core modules.
- Support configuration and enhancement of catalog items, record producers, workflows, approvals, forms, reports, dashboards, and automation.
- Assist with ServiceNow scripting and platform customizations.
- Support, maintain, test, and troubleshoot ServiceNow integrations.
- Collaborate with stakeholders to gather requirements, document user stories, clarify issues, and support the delivery of ServiceNow enhancements.
- Participate in Quality Assurance, regression testing, release validation, and User Acceptance Testing.
- Support ServiceNow upgrades, patches, releases, and update set validation.
- Develop and maintain reports, dashboards, and analytics.
- Produce and maintain technical documentation, configuration documentation, user guides, admin guides, training materials, and Knowledge Base articles.
- Support agile delivery by helping prioritize, estimate, update, and complete assigned stories, tasks, incidents, and requests.
- Develop training materials and conduct ServiceNow training sessions for users, administrators, and stakeholders.
Required Experience
- Minimum of 3 years of hands-on experience with ServiceNow administration.
- Experience supporting core ServiceNow modules such as Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management.
- Experience with user administration, group management, role assignments, access support, and basic security administration.
- Experience configuring and maintaining ServiceNow forms, lists, tables, catalog items, record producers, reports, dashboards, workflows, and notifications.
- Basic to intermediate JavaScript experience within the ServiceNow platform, including exposure to Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and scheduled jobs.
- Experience supporting testing, release validation, documentation, and end-user training.
Qualifications
- Bachelor’s degree in computer science, Information Systems, or a related field, or equivalent professional experience.
- ServiceNow Certified System Administrator certification required.
