ServiceNow Administrator

Gentiva -
Atlanta, GA

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Job Details

Full-time
14 days ago

Qualifications

Bachelor's degree
ServiceNow

Full Job Description

Streamline Operations. Optimize Platforms. Enable Service Excellence.

POSITION PURPOSE:

The ServiceNow Administrator is responsible for the configuration, maintenance, development and administration of the ServiceNow platform to support IT Service Management (ITSM) processes, supporting ServiceNow Modules ITSM, ITOM, ITAM, and CSM. This role ensures the platform's stability, performance, and alignment with organizational needs.

General Duties & Responsibilities

Operating within a dynamic IT environment, the ServiceNow Administrator focuses on optimizing the platform to enhance IT service delivery. Challenges include managing system configurations, troubleshooting issues, and supporting stakeholders across the organization.

Key Responsibilities:

ServiceNow Administration:

Configure and customize ServiceNow modules (ITSM, ITOM, ITAM, CSM) to meet business requirements.

Maintain user roles, groups, and permissions to ensure proper access control.

Monitor system health and performance, troubleshoot issues, and implement solutions.

Manage integrations with other systems and applications

Create and Maintain Catalog Items and Record Producers

ServiceNow Development:

Develop and maintain basic ServiceNow configurations, including Business Rules, Client Scripts, UI Policies, UI Actions, and Data Policies.

Create and modify Flow Designer flows, notifications, and simple workflow automations to support business processes.

Build and update forms, lists, and Service Portal pages using out-of-the-box functionality with minimal customization.

Perform basic scripting using JavaScript within the ServiceNow platform to support configuration and automation requirements.

Support application testing, deployments, and update set management across development, test, and production environments.

Follow ServiceNow development best practices, coding standards, and platform governance to ensure maintainable and scalable solutions.

Platform Optimization:

Implement best practices for platform configuration, maintenance, and performance optimization.

Conduct regular audits to ensure data integrity and compliance with standards.

Collaborate with stakeholders to identify opportunities for process automation and improvement.

User Support:

Provide technical support and guidance to end-users on ServiceNow functionality.

Develop and maintain training materials and documentation.

Conduct training sessions for users and stakeholders as needed.

Release Management:

Plan and coordinate platform upgrades and patches.

Test new features and functionalities before deployment.

Ensure smooth transition and minimal disruption during releases.

Metrics

Provide comprehensive reports on the following key performance indicators and metrics to the Director of End User Experience monthly:

Platform Health and Performance Metrics:

System Uptime: Percentage of time the ServiceNow platform is operational and available for users.

Performance Metrics: Metrics related to system performance, such as response time, latency, and throughput.

Continuous Improvement Metrics:

Number of Process Improvements Implemented: Quantity of enhancements made to the change and problem management processes.

Time to Implement Process Improvements: Average time taken to implement suggested process improvements.

Cost Savings: Financial savings achieved through process optimizations, incident reduction, and improved resource utilization.

CMDB Health Metric:

CMDB Data Accuracy Rate: Percentage of CMDB data that is accurate and up to date compared to the actual state of the IT infrastructure.

CI (Configuration Item) Identification Rate: Percentage of IT assets and configuration items correctly identified and recorded in the CMDB.

CI Relationship Completeness: Percentage of relationships between CIs that are accurately represented in the CMDB.

CI Reconciliation Accuracy: Percentage of discrepancies identified and resolved during CI reconciliation processes.

CMDB Data Completeness: Percentage of essential attributes and fields populated for each CI record in the CMDB.

Education & Experience

Bachelor’s degree in Information Systems, Computer Science, or a related field
Minimum 3 years of experience in a ServiceNow administration or systems management role

Technical Skills

Strong working knowledge of ServiceNow platform administration and configuration
Familiarity with ITIL v3/v4 frameworks and principles
Experience with ServiceNow performance monitoring, scripting, and integrations
Understanding of CMDB structure, CI relationships, and data accuracy best practices
Basic project management and change management experience is preferred

Certifications Preferred

ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist - ITSM (CIS – ITSM) (preferred)
ITIL Foundation Certification (v3 or v4)

Soft Skills

Excellent communication, problem-solving, and troubleshooting skills
Ability to prioritize multiple tasks and meet tight deadlines
Strong collaboration and leadership capabilities
Comfortable delivering technical information to non-technical stakeholders

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