ServiceNow Administrator

Job Requirements

Job profile


* Administer, configure, and maintain the ServiceNow platform, ensuring optimal performance and uptime


* Manage SHARP incident requests, including monitoring, investigation, resolution tracking, and documentation of results following knowledge transfer activities.


* Carry out initial incident assessment and analysis to determine impact and urgency.


* Qualified and pre-validated incidents through effective communication with users to understand requirements and gather necessary information for resolution.


* Have deep expertise in maintenance of core ServiceNow modules (ITSM, CSM).


* Implement and manage modules such as Incident, Problem, Change, Asset, CMDB, and Service Catalog.


* Create and customize forms, fields, workflows, business rules, client scripts, and UI policies.


* Have disciplined approach to capturing, managing, and deploying configurations between instances.


* Manage user roles, groups, and access controls to maintain security and compliance.

Solid understanding of the ServiceNow security model and debugging security rules.


* Collaborate with stakeholders to gather requirements and translate them into ServiceNow solutions.


* Monitor system performance, troubleshoot issues, and apply patches or upgrades.


* Experience with REST/SOAP APIs, Integration Hub spokes, and managing data integrations between systems.


* Develop reports, dashboards, and performance analytics to provide actionable insights.


* Stay updated on new ServiceNow releases and recommend enhancements.

Work Experience

Key Skills


* Fluent English skills, both written and verbal


* Excellent communication skills in multi-provider environment


* Previous work experience as ServiceNow Administrator in ITSM and CSM modules environment (3+ years)


* Management soft skills to take lead on High priority incidents when it occurs


* Strong Analytical skills for troubleshooting


* Scripting experience is an advantage


* Good understanding of Incident & other ITSM Processes (such as Problem, Knowledge Management)


* This position requires work during some weekends.

Will be clarified during interview.


* Able to work outside regular business hours (on-call duties/overtimes)


* Participation in 24/7 shift model rotation

Prerequisite Certifications & Trainings that need to be completed prior to onboarding:


* ServiceNow Fundamentals


* ServiceNow Certified System Administrator (CSA) - preferred


* ITIL Foundation V4 - preferred