Administer, configure, and develop on the Service Now platform to support ITSM, ITOM, HRSD, and other business processes.
Design and implement custom applications and integrations using Service Now Studio and scripting tools.
Maintain the health of the CMDB and ensure data integrity through Discovery and integrations.
Collaborate with stakeholders to gather requirements and translate them into technical solutions.
Manage user roles, groups, and access controls (ACLs) to ensure secure and appropriate access.
Monitor system performance and conduct regular maintenance, upgrades, and patching.
Develop and maintain workflows, business rules, UI policies, client/server scripts, and notifications.
Provide technical support, troubleshoot issues, and resolve incidents related to the Service Now platform.
Create and maintain documentation for configurations, processes, and procedures.
Train our internal IT technology teams as needed and provide guidance on Service Now best practices
Service Now instance setup and environment configuration
ITSM, ITOM, HRSD module activation and configuration
Role-based access control matrix and ACL implementation
Scheduled maintenance plan (patching, upgrades, backups)
Custom Development & Integrations
Custom applications built using Service Now Studio
Scripted REST/SOAP integrations with third-party systems
Scoped application packages with update sets
API documentation for integrations
CMDB Health & Data Integrity
CMDB data model validation and normalization
Discovery configuration and credential setup
Integration maps for asset and configuration data sources
CMDB health dashboard and periodic audit reports
Technical Artifacts
Workflows & Automation
Flow Designer workflows for ITSM/HRSD processes
Business rules, client scripts, and server-side scripts
UI policies and UI actions for enhanced user experience
Notification templates and event triggers
Performance & Monitoring
System performance baseline and monitoring dashboards
Scheduled jobs and cleanup scripts
Upgrade testing and validation checklist
Performance tuning recommendations
Documentation & Training
Configuration guides for each module and integration
Standard Operating Procedures (SOPs) for platform usage
Troubleshooting playbooks for common issues
Change management and release documentation
What you must have:
Minimum 3-5 years of hands-on experience with Service Now administration and development.
Experience managing Service Now upgrades and patching cycles.
Proficiency in JavaScript, HTML, CSS, and REST/SOAP web services.
Experience with Service Now modules such as Incident, Problem, Change, Request, CMDB, and Knowledge Management.
Familiarity with Service Now Discovery, MID Servers, and integrations.
Strong understanding of ITIL framework and service management processes.
Experience with Agile/Scrum methodologies.
Service Now Certified System Administrator (CSA)
Nice to have:
Service Now Certified Application Developer
ITIL Foundation Certification
Service Now Implementation Specialist (for specific modules like ITSM, HRSD, etc.)
*** Please note that proof of certification must be provided.
Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.
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