Job Title:  ServiceNow Administrator & Platform Analyst

About Function:

We are seeking an experienced ServiceNow Administrator & Platform Analyst to manage, maintain, and enhance the ServiceNow platform. This role is primarily focused on platform administration, governance, user support, system configuration, and operational excellence, with limited development responsibilities to support workflow automation, integrations, and minor customizations.

The ideal candidate will have strong experience administering ServiceNow ITSM modules, managing platform upgrades, user access, CMDB, knowledge management, and service catalog administration while possessing sufficient development skills to perform scripting, workflow customization, and integrations when required.

This role requires close coordination with various business, Corporate IT, and other multiple teams within the organization.  

Roles and Responsibilities:

Primary Responsibilities:

• Administer and maintain the ServiceNow platform across production and non-production environments.
• Manage users, groups, roles, ACLs, and security configurations.
• Configure and maintain Service Catalogs, Knowledge Base, Service Portals, and Employee Center.
• Monitor system health, platform performance, and instance utilization.
• Perform routine maintenance, housekeeping, and platform optimization.
• Manage update sets, cloning activities, and release deployments.
• Administer Incident, Problem, Change, Request, Knowledge, and Asset Management modules.
• Ensure adherence to ITIL best practices.
• Configure forms, notifications, approvals, SLAs, and assignment rules.
• Support service owners in process improvements and automation initiatives.
• Review and optimize workflows for operational efficiency.
• Maintain CMDB structure, data quality, and governance.
• Coordinate discovery and data reconciliation activities.
• Support Asset Management lifecycle processes.
• Collaborate with infrastructure teams to improve asset visibility and data accuracy.
• Enforce platform standards, naming conventions, and governance practices.
• Ensure compliance with internal IT policies and audit requirements.
• Maintain documentation of configurations, customizations, and processes.
• Participate in platform roadmap planning and governance reviews.

Secondary Responsibilities:

• Design and develop solutions using ServiceNow platform capabilities such as Catalog Items, Workflows, UI Policies, Business Rules, Script Includes, and Integration Hub.
• Customize and enhance modules like Incident, Problem, Change, Knowledge, Asset, and CMDB.
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• Develop and maintain automation scripts, scheduled jobs, and custom applications to meet business requirements.
• Configure Business Rules, UI Policies, Client Scripts, Notifications, and Catalog Items.
• Develop and maintain workflows and Flow Designer solutions.
• Create and support Service Catalog automation.
• Collaborate with stakeholders to gather technical requirements and translate them into actionable solutions.

Candidate Requirement:

Overall Experience:

• 8-10 year of proven experience in both ServiceNow development and administration.
• Strong knowledge of JavaScript, Glide API, and ServiceNow scripting concepts.
• Experience in implementing integrations using REST/SOAP APIs.
• Familiarity with ITIL processes and their implementation in ServiceNow.
• Ability to troubleshoot issues across the platform and recommend best practices.
• Good understanding of data models, ACLs, roles, and ServiceNow security layers.
• Strong communication and documentation skills.

Qualification:

• Bachelor’s degree required; master’s degree preferred.
• Good communication and interpersonal skills
• Good analytical skills and exposure to ERP systems
• Team Management  
• Vendor management