ServiceNow Administrator

Summary: The ServiceNow Administrator role is a remote position focused on managing and enhancing the ServiceNow ITSM module for a premier client. The candidate will be responsible for system administration, troubleshooting, development, and documentation, ensuring optimal performance and user satisfaction. This role requires a strong technical background in ServiceNow and the ability to work independently while collaborating with various stakeholders. The ideal candidate will have experience in public sector environments and a commitment to continuous improvement.

Key Responsibilities:

• Serve as the primary administrator for the ServiceNow ITSM module.
• Monitor system health, performance, and functionality.
• Manage user roles, groups, and permissions.
• Ensure adherence to platform governance, change control, and development standards.
• Troubleshoot and resolve technical issues within the ITSM module.
• Conduct root cause analysis for incidents and implement permanent fixes.
• Manage incident and request queues related to ServiceNow issues.
• Design and configure workflows, forms, fields, business rules, client scripts, UI policies, and service catalog items within the ITSM module.
• Develop and maintain integrations with other systems, as needed. Create and maintain reports and dashboards.
• Analyze business requirements and propose scalable, secure solutions in the ServiceNow platform.
• Provide recommendations for improvements and enhancements to existing ITSM workflows and features.
• Prepare for future module implementations (e.g., Public Sector Digital Services).
• Create and maintain system documentation and user guides.
• Train internal staff on use and capabilities of the ServiceNow ITSM module.
• Serve as liaison between IT leadership, business units, and ServiceNow support/vendor resources.
• Participate in roadmap discussions and assist in planning future ServiceNow expansions.

Key Skills:

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer.
• 3+ years of experience as a ServiceNow Administrator or Developer.
• Experience in a public sector or Medicaid environment.
• Experience preparing a platform for expansion, particularly with Public Sector Digital Services or other ServiceNow modules.
• Familiarity with ServiceNow update sets, scoped applications, and integrations.
• Strong understanding and hands-on experience with the ITSM module (Incident, Problem, Change, Knowledge, Service Catalog, etc.).
• Experience with JavaScript, Glide scripting, and ServiceNow APIs.
• Ability to work independently and manage multiple priorities.
• Excellent communication and documentation skills.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT