Roles & Responsibilities:
- Provide day-to-day administrative support for the ServiceNow platform, including Employee Center Pro/Service Portal, Knowledge Management (KM), and Virtual Agent.
- Fulfill service requests promptly, ensuring accurate solutions that meet user needs.
- Respond to and resolve incidents related to self-service automation, minimizing downtime and disruption.
- Perform routine maintenance tasks such as patching, platform upgrades, and system health monitoring.
- Assist in developing and maintaining knowledge articles within Knowledge Management to enhance user self-help capabilities.
- Support customization and configuration of ServiceNow features (forms, fields, workflows, notifications).
- Fix platform issues and collaborate with senior developers or platform owners for advanced resolutions.
- Assist with setup, configuration, and management of Virtual Agent for automated workflows.
- Monitor platform performance and usage, recommend improvements to optimize efficiency.
- Ensure compliance with role-based access control (RBAC) and security protocols.
- Collaborate with end users to gather feedback and implement adjustments for self-service automation experience.
- Provide support for UI workspace and mobile app usage, troubleshooting minor issues.
- Create and maintain documentation for platform changes, updates, and administrative processes.
- Stay current with ServiceNow releases, best practices, and technologies to continuously improve the platform.
Basic Qualifications:
- Master's degree with 1 - 3 years of experience in Computer Science, IT, or related field OR
- Bachelor's degree with 3 - 5 years of experience in Computer Science, IT, or related field OR
- Diploma with 7 - 9 years of experience in Computer Science, IT, or related field
Must-Have Skills:
- ServiceNow Administration: Experience configuring and maintaining Employee Center Pro, Service Portal, self-service modules, user roles, access control, and portal pages.
- Automation & Workflow Configuration: Proficiency with Flow Designer or similar tools to create workflows for self-service enhancement.
- Knowledge Management Setup: Knowledge of creating, categorizing, maintaining knowledge articles, and managing permissions.
- Virtual Agent & Mobile App Configuration: Experience configuring and managing Virtual Agent, Now Assist generative AI, and mobile applications.
Good-to-Have Skills:
- Service Portal Customization: Basic HTML, CSS, and JavaScript skills for minor portal customizations.
- Performance Analytics Reporting: Understanding of creating reports and dashboards to monitor performance and user satisfaction.
- Scripting Fundamentals: Exposure to JavaScript and Glide scripting for platform troubleshooting and minor customization.
- Mobile & Virtual Agent Best Practices: Awareness of best practices to optimize chatbot and mobile app responsiveness and engagement.
Professional Certifications (Preferred):
- ServiceNow Certified System Administrator
- ServiceNow Certified Application Developer
- ServiceNow Certified Implementation Specialist (CIS) micro-certifications in Service Portal, Performance Analytics, or Virtual Agent
Soft Skills:
- Excellent analytical and troubleshooting capabilities
- Strong verbal and written communication skills
- Ability to work effectively with global, virtual teams
- High initiative and self-motivation
- Strong multi-tasking and prioritization skills
- Team-oriented with a focus on collaboration and goal achievement
- Strong presentation and public speaking skills
