Servicenow Admin/Developer

About the Opportunity

Join a globally recognized enterprise that is investing heavily in digital transformation and enterprise platform modernization. You will be part of an international team responsible for managing and evolving a mission-critical ServiceNow environment that supports business operations across multiple regions. This role offers the opportunity to work with global stakeholders, drive platform improvements, implement automation solutions, and contribute to enterprise-scale ITSM initiatives.

About the Role

We are looking for an experienced Senior ServiceNow Administrator / Developer to manage, support, and continuously enhance our enterprise ServiceNow platform. The ideal candidate will have strong hands-on experience in ServiceNow administration, workflow automation, service catalog management, and ITSM processes. This role requires an individual who can independently manage platform operations, provide L2 support, and contribute to change and release management activities within a global support environment.

Key Responsibilities

ServiceNow Platform Administration

1. Administer and maintain the ServiceNow platform, including:
2. User administration
3. Roles and permissions management
4. Groups and access controls
5. Instance configuration and maintenance
6. Monitor platform health, performance, and system stability.
7. Ensure platform governance, compliance, and best practices are followed.

Development & Configuration

1. Design, develop, and maintain:
2. Flow Designer workflows
3. Service Catalog items
4. Catalog workflows
5. Order Guides
6. Business Rules
7. Client Scripts
8. UI Policies
9. Implement platform enhancements and automation solutions.
10. Support configuration and customization activities while adhering to ServiceNow standards.

ITSM Process Support

1. Work extensively with ITSM modules including:
2. Incident Management
3. Change Management
4. Request Management
5. Knowledge Management
6. Collaborate with process owners to optimize workflows and improve service delivery.

L2 Application Support

1. Provide Level-2 support for ServiceNow incidents and service requests.
2. Analyze, troubleshoot, and resolve platform-related issues.
3. Perform root cause analysis and recommend preventive measures.
4. Coordinate with global teams for issue resolution and escalations.

Change & Release Management

1. Participate in release planning, testing, deployment, and documentation activities.
2. Support platform upgrades and patch implementations.
3. Validate changes and ensure smooth production deployments.

Stakeholder Collaboration

1. Work closely with:
2. Platform Owners
3. Solution Architects
4. Business Stakeholders
5. External Service Providers
6. Participate in global meetings across multiple time zones.
7. Gather requirements and translate business needs into ServiceNow solutions.

Mandatory Skills & Experience

ServiceNow Expertise

1. 5+ years of hands-on experience in ServiceNow Administration and/or Development.
2. Strong experience with:
3. Flow Designer
4. Service Catalog
5. Order Guides
6. Catalog Item Development
7. Business Rules
8. Client Scripts
9. UI Policies
10. Experience managing ServiceNow platform configurations and administration activities.

ITSM Knowledge

1. Strong understanding of ITIL and ITSM processes:
2. Incident Management
3. Change Management
4. Request Fulfillment
5. Knowledge Management

Technical Skills

1. Good working knowledge of JavaScript within ServiceNow.
2. Experience with troubleshooting and debugging ServiceNow applications.
3. Ability to develop and maintain platform workflows and automation solutions.

Support Experience

1. Experience providing L2 production/application support.
2. Strong incident management and problem-solving skills.
3. Ability to work independently with minimal supervision.

Communication Skills

1. Excellent verbal and written communication skills.
2. Experience working with global teams and stakeholders.

Certifications

1. ServiceNow Certified System Administrator (CSA) preferred.
2. ServiceNow Administration Fundamentals certification or equivalent training.

Good to Have Skills

1. Experience with ServiceNow integrations:
2. REST APIs
3. Microsoft Graph
4. Active Directory
5. MID Server
6. Exposure to ServiceNow App Engine.
7. Experience managing multiple custom applications.
8. Hands-on experience supporting platform upgrades and major releases.
9. ServiceNow ITSM Implementation certification.
10. ServiceNow Application Development Fundamentals certification.
11. Understanding of ServiceNow best practices and governance frameworks.

Preferred Candidate Profile

1. Self-driven and proactive professional.
2. Strong analytical and troubleshooting abilities.
3. Comfortable working in a fast-paced enterprise environment.
4. Ability to manage multiple priorities effectively.
5. Team player with strong stakeholder management skills.