ServiceNow Admin

5+years Experience

Mandatory Skills:

• ServiceNow ITSM Modules: Incident, Problem, Change, Asset, Service Catalog (end-to-end configuration & usage).
• Platform Configuration: Tables, forms, UI policies, data model, CMDB concepts.
• Workflow & Automation: Flow Designer, workflows, approvals, process automation.
• Scripting: Business Rules, Client Scripts, Script Includes (JavaScript, GlideScript).
• Troubleshooting & Support: L1/L2 support, debugging, performance issues, user access issues.
• ITIL Framework: Incident, Problem, Change, CAB participation, service management best practices.
• Security & Access Control: RBAC, user provisioning, data security, compliance (SOC2, ISO 27001 basics).
• System Maintenance: Performance monitoring, upgrades, patches, release & deployment management.
• Reporting & Analytics: Dashboards, KPI tracking, service performance insights.
• Documentation & Knowledge Management: SOPs, runbooks, training materials.
• Analytical & Behavioral: Problem-solving, RCA, ownership, time management, customer focus.
• Integrations & Database: APIs, data import/export, SQL basics, relational database concepts. Certifications & Advanced Tools: ServiceNow CAD/Developer cert, Workflow/Flow Designer advanced, platform governance.
• Stakeholder Management & Communication: Collaboration with IT, business, security teams; explaining technical concepts.