- Company Name
- International Rescue Committee
- Job Title
- Sr. ServiceNow System Administrator
- Job Description
-
Job Title: Sr. ServiceNow System Administrator
Role Summary:
Lead the design, configuration, and governance of the ServiceNow platform, ensuring optimal performance, integration with enterprise systems, and alignment with business objectives. Provide advanced technical support, mentor junior staff, and drive platform enhancements and releases.
Expectations:
* Deliver high‑quality ServiceNow solutions that meet business needs.
* Maintain system availability, performance, and security.
* Collaborate with stakeholders to prioritize backlog and forecast releases.
* Mentor and develop team members, fostering a culture of continuous improvement.
Key Responsibilities:
- Provide Tier 2/3 support for ServiceNow issues, troubleshooting and resolving incidents.
- Configure, develop, and maintain core modules (Problem Management, CMDB, Service Catalog, HAM, SAM).
- Lead integration projects with enterprise systems (e.g., Workday, Integra).
- Evaluate and recommend ServiceNow releases and new features.
- Design and implement complex workflows, business rules, UI policies, scripts, and automation.
- Produce and maintain system documentation, user and admin guides.
- Collaborate with stakeholders to gather and document solution requirements.
- Lead major platform releases/upgrades and manage release schedules.
- Monitor system performance, proactively identify issues, and implement optimizations.
- Develop and deliver quarterly training sessions and materials.
- Provide mentorship to junior administrators and developers.
Required Skills:
* Minimum 5 years of ServiceNow administration experience.
* Strong knowledge of ITIL processes and best practices.
* Proficient in scripting (JavaScript, Glide) and integration techniques.
* Analytical, problem‑solving, and communication skills.
* Experience with agile/scrum methodologies.
* Familiarity with CMDB, Discovery, ITOM, HRSD, or SecOps modules (preferred).
Required Education & Certifications:
* Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience).
* ServiceNow Certified System Administrator (CSA) mandatory.
* ServiceNow Certified Implementation Specialist (CIS) in one or more modules preferred.