We are looking for a highly skilled and experienced ServiceNow Lead Administrator / Support Specialist to manage, maintain, and enhance our ServiceNow platform. The ideal candidate will be responsible for providing expert-level administration, support, and continuous improvement for various ServiceNow modules. This role requires strong technical proficiency in ServiceNow, excellent problem-solving abilities, and the capacity to ensure the platform's optimal performance and alignment with business needs.
Roles and Responsibilities:
- Lead the administration, configuration, and maintenance of the ServiceNow platform, including but not limited to ITSM, ITBM, ITOM, HRSD, and CSM modules.
- Provide expert-level support and troubleshooting for all ServiceNow-related issues, ensuring timely resolution and minimal disruption to services.
- Manage user access, roles, and security within ServiceNow, ensuring compliance with organizational policies and best practices.
- Configure and maintain workflows, forms, reports, dashboards, and integrations within the ServiceNow environment.
- Perform regular health checks, performance monitoring, and optimization of the ServiceNow instance.
- Plan, coordinate, and execute ServiceNow upgrades and patch installations, ensuring seamless transitions and minimal impact on users.
- Collaborate with business stakeholders and IT teams to gather requirements, identify opportunities for platform enhancement, and implement new functionalities.
- Develop and maintain comprehensive technical documentation for ServiceNow configurations, processes, and support procedures.
- Automate routine administrative tasks within ServiceNow to improve efficiency.
- Conduct training sessions for end-users and junior administrators on ServiceNow functionalities and best practices.
- Participate in root cause analysis for complex incidents and implement solutions to prevent recurrence.
- Stay updated with the latest ServiceNow features, releases, and industry trends to advise on continuous improvements and strategic roadmap planning.
Required Skills and Qualifications:
- Extensive hands-on experience in ServiceNow administration, configuration, and support.
- Proficiency in administering and supporting multiple ServiceNow modules (e.g., ITSM, ITOM, ITBM, HRSD, CSM).
- Strong understanding of ServiceNow architecture, capabilities, and best practices.
- Experience with ServiceNow scripting (JavaScript, Glide API) for client-side and server-side logic.
- Knowledge of integrations using REST/SOAP APIs, MID Servers, and other integration hubs.
- Ability to troubleshoot complex platform issues and provide effective solutions.
- Excellent analytical, problem-solving, and communication skills (written and verbal).
- Strong customer service orientation and ability to work effectively with diverse teams.
- ServiceNow Certified System Administrator (CSA) certification is highly preferred.
- ITIL Foundation certification is a plus.
