ServiceNow Platform Administration

Major responsibilities

• Administration & Configuration:
• Manage and configure ServiceNow modules (ITSM, ITOM, HR, etc.) to meet business requirements.
• Implement platform updates, patches, and new features in a controlled manner.
• Access & Security:
• Administer user access, roles, and permissions, ensuring compliance with security policies.
• Collaborate with the security team on platform security audits and vulnerability assessments.
• Monitoring & Troubleshooting:
• Utilize monitoring tools to ensure platform uptime and performance.
• Troubleshoot and resolve platform-related incidents, collaborating with internal teams as needed.
• Performance Analysis & Optimization:
• Performance Monitoring & Reporting:
• Develop and maintain dashboards and reports to track key performance indicators (KPIs).
• Analyze platform and module-specific performance metrics.
• Optimization Initiatives:
• Identify areas for improvement in platform configuration, customizations, and usage.
• Propose and implement optimization projects to enhance user experience, reduce latency, and improve overall efficiency.
• Capacity Planning:
• Forecast platform growth and plan for future capacity needs.
• Ensure the platform is scalable and aligned with business growth strategies.
• Requirements Gathering & Solution Design:
• Work with stakeholders to understand ServiceNow requirements and design solutions.
• Provide input on the feasibility of proposed solutions from a platform operations perspective.
• Project Implementation Support:
• Assist in the testing and deployment of new ServiceNow features and projects.
• Ensure smooth handovers of new configurations or customizations to operational management. Training & Documentation:
• Develop and maintain operational documentation for the ServiceNow platform.
• Provide training to end-users and IT staff on platform best practices and new features.
• Miscellaneous:
• Stay updated with the latest ServiceNow releases, features, and best practices.
• Participate in on-call rotations for after-hours platform support.
• Perform other duties as assigned by management.
• Professional Qualifications/Experience
• 5-6 years of experience in administering and managing ServiceNow platforms.
• Proven experience in IT service management (ITSM) principles and practices.
• Strong understanding of ServiceNow administration, configuration, and customization.
• Experience with performance monitoring and analytics tools.
• ServiceNow Certified System Administrator (or higher).
• Basic understanding of ITIL foundations (desirable)
• Ability to work in a fast-paced environment with multiple priorities.
• Knowledge of scripting languages (e.g., JavaScript, Powershell, Python etc.,) for automation is a plus.
• Experience with data analysis and process improvement initiatives