ServiceNow Administrator

The Service Now Administrator is a hands‑on technical expert responsible for the day‑to‑day administration, configuration, and maintenance of the Service Now platform. A primary focus of this role will be the operational health and strategic maturity of our Configuration Management Database (CMDB), Hardware Asset Management (HAM Pro), and Software Asset Management (SAM Pro) modules to support ITSM best practices across the enterprise.

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Preferred Certification:
  Service Now Certified System Administrator (CSA).
• Preferred
  
  Certifications:
  
  Certified Implementation Specialist (CIS) for ITSM, Discovery, SAM, or HAM.

• 5+ years of hands‑on experience administering, developing, and configuring the Service Now platform in an enterprise environment.
• Proven experience in a large‑scale retail environment supporting high‑volume IT services is a strong plus.
• Demonstrated experience with at least two major Service Now version upgrades.

• Expertise in CMDB and Service Now Discovery principles and configuration.
• Strong functional and technical knowledge of IT Service Management (ITSM), Software Asset Management Professional (SAM Pro), and Hardware Asset Management Professional (HAM Pro).
• Proficiency in JavaScript, Glide Script, HTML, and using REST/SOAP APIs for integration.
• Ability to administer complex workflows, business rules, client scripts, and UI policies.
• Strong understanding of ITIL processes and their implementation within Service Now.

• CMDB and Discovery:
  Configure, maintain, and optimize Service Now Discovery to ensure the accuracy and completeness of the CMDB, supporting critical business service mapping.
• Asset Management:
  Administer and enhance the HAM Pro and SAM Pro modules, managing the full lifecycle of IT assets, ensuring compliance, and optimizing software spend.
• Platform Configuration & Customization:
  Set up and tailor core Service Now modules (Incident, Problem, Change, Request) by creating UI policies, business rules, client scripts, and workflows.
• System Maintenance & Upgrades:
  Perform regular system monitoring, performance tuning, and manage platform upgrades to ensure compatibility and leverage new Service Now features.
• Data Integrity & Reporting:
  Ensure data integrity through data imports, exports, and transformations. Develop insightful reports and dashboards for IT and business leadership.
• Integration Management:
  Configure and maintain integrations with third‑party systems using REST/SOAP APIs to support seamless process automation.
• Security & Compliance:
  Enforce security policies and ensure the platform adheres to internal controls and regulatory compliance standards.

• Acceptable level of hearing and vision to perform job duties.
• Adhere to company work hours, policies, procedures, and rules governing professional staff behavior.
• Regular office attendance is required.