ServiceNow Administrator

Responsibilities

• Infra - Application Operation (AOA)/ Senior Consultant. Administer and operate Service Now ITOM Discovery, Service Mapping, and CMDB; act as a CMDB administrator to maintain data quality and operational readiness.
• Create, maintain, and continuously improve Application Service Maps in Service Now; streamline and automate service mapping where possible.
• Support improved reporting and impact analysis using CMDB/service mapping data (e.g., relationships between configuration items (CIs), applications, and ownership/impact).
• Provide operational support including monitoring, incident response, and request fulfillment related to Service Now ITOM administration (note: Event Management is out of scope).
• Partner with client stakeholders and technical teams to drive heavy lifting for mapping/CMDB improvements and day-to-day administration.
• Support a large-scale CMDB and mapping footprint (millions of CIs and thousands of applications/service maps) and help sustain mapping maturity.
• Provide coverage aligned to 24x7 needs with a standard work schedule and after-hours support as required.

• Hybrid Cloud Infrastructure experience related to the role.
• 8+ years in IT operations, incident management, or application support in a 24/7 environment.
• Hands-on experience with observability/monitoring (e.g., Dynatrace, Grafana, Azure Monitor), including alerting and dashboarding.
• Experience supporting or coordinating major incident resolution (bridge calls, documentation, stakeholder communications).
• Familiarity with ITSM tooling and workflows (e.g., Service Now).
• Excellent scripting/automation skills (Power Shell, Python, and/or Bash) and documenting SOPs/knowledge articles.
• Exceptional verbal and written communication skills; ability to document procedures, incident reports, and root cause analyses clearly.
• Proven ability to provide effective escalation support and guidance to junior engineers and Tier 1/2 teams.
• Bachelor’s degree in a related field (or equivalent experience).
• Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve.