- Company Name
- Herbert Smith Freehills Kramer
- Job Title
- ServiceNow Administrator
- Job Description
-
**Job Title:** ServiceNow Administrator
**Role Summary:**
Administers, monitors, and enhances the ServiceNow platform to ensure a secure, high‑performance environment. Provides 2nd‑line support, manages configurations, and collaborates with development, governance, and business stakeholders to deliver continuous platform improvements.
**Expactations:**
- Deliver reliable day‑to‑day ServiceNow operations (user/account management, access control, data upkeep).
- Act as the primary support point for incidents and requests related to platform functionality.
- Manage updates, patches, and releases, including coordination of testing and issue resolution.
- Design and implement low‑risk configuration changes (UI policies, workflow tweaks, business rules).
- Participate in Agile activities (sprint planning, backlog grooming, release coordination).
- Maintain comprehensive documentation (configurations, procedures, governance policies).
- Support CMDB integrity and data quality initiatives.
- Engage in user enablement, training, and communication on platform best‑practice usage.
- Evaluate new ServiceNow features and emerging technologies (AI, automation).
**Key Responsibilities:**
1. Daily administration of users, groups, roles, and access controls.
2. Monitor performance, job schedule, integrations, and logs; diagnose & resolve issues.
3. Oversee ServiceNow updates, patches, and enterprise releases with thorough testing.
4. Deliver small‑scale configuration changes (UI policies, workflows, business rules).
5. Provide 2nd‑line incident and request support, ensuring documentation and quality resolution.
6. Maintain accurate configuration and process documentation.
7. Collaborate with platform team on enhancement requests and requirement validation.
8. Triage enhancements, execute minor config, and forward larger projects to dev cycle.
9. Support sprint planning, backlog grooming, and release coordination.
10. Enforce governance policies for data quality, security, and configuration management.
11. Assist with CMDB integrity and quality.
12. Contribute to operational procedures, governance docs, and knowledge articles.
13. Work with ITSM owners and service teams to identify improvement opportunities.
14. Explore and evaluate new ServiceNow releases, modules, and AI tools.
15. Create enablement content and guide users on best platform use.
**Required Skills:**
- 3+ years of ServiceNow administration in a global/enterprise setting.
- ServiceNow Certified System Administrator (CSA) credential.
- Deep knowledge of ServiceNow platform, scripting, integrations, automation, reporting.
- Strong understanding of web services, APIs, middleware.
- Proficiency in ITSM, ITOM, ITBM processes and frameworks.
- Excellent communication, collaboration, problem‑solving, and project management abilities.
- Independent and team‑oriented work style; handles high‑pressure environments.
- Quick learner of new technologies and tools.
- Exposure to Agile/Scrum, backlog tools, and sprint planning.
- Curiosity for AI and emerging tech.
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- ServiceNow Certified System Administrator (CSA).