Lead ServiceNow Administrator

Overview

Lead Service Now Administrator — Jersey City, NJ (Hybrid)
• Full Time

We are seeking a highly experienced Lead Service Now Administrator to step into a critical, high-impact role. You will take immediate ownership of a mature Service Now environment following the departure of the previous administration team. You will perform a technical audit of the current state, stabilize the environment, and serve as the primary technical lead while assembling a new support structure.

You will be responsible for maintaining the platform's health, managing upgrades, and executing strategic decommission plans as processes transition to a new instance.

• Modules & Capabilities Management
• Upgrades & Migration
• Leadership & Documentation
• Platform stability and administration including user management, group management, and security ACLs
• Perform comprehensive health checks and discovery of the existing environment to understand custom configurations
• Troubleshoot and resolve complex incidents related to core platform functionality and integrations
• Support and maintain deployments focused on ITSM, CMDB, IRM (GRC), and HRSD
• Diagnose issues within the CMDB to ensure data integrity and reconciliation rules
• Manage existing API integrations (REST/SOAP) between Service Now and third-party tools
• Plan, test, and execute Service Now version upgrades and patches with minimal downtime
• Design and execute decommissioning plans: identify data to archive, disable retired workflows, and ensure clean transition to the target instance
• Collaborate with architects to ensure data schemas are understood before migration
• Create essential technical documentation (architecture diagrams, process flows)
• Mentor and guide new team members, establishing best practices for the team
• Readiness to operate independently in a complex environment

• 5+ years of hands-on Service Now Administration and Development experience
• Service Now Certified System Administrator (CSA) is mandatory; CAD or CIS certifications are preferred
• Independent, autonomous work style with minimal supervision
• Forensic troubleshooting: ability to read JavaScript, Glide Record, and Business Rules to understand existing logic
• Strong ITSM and CMDB module experience
• Integration experience: troubleshooting and managing Integration Hub, REST APIs, and MID Servers
• IRM/GRC experience: handling Policy, Compliance, or Risk Management modules
• HRSD experience: familiarity with HR Case Management and Employee Service Center
• Experience with instance migrations, data archival, or sun setting/decommissioning projects
• Ability to communicate technical risks and status to non-technical leadership
• Proactive risk identification to prevent outages

• CAD or CIS certifications (preferred)

• Proactive communication, collaboration with platform owners and developers as the team forms
• Calm, structured approach in high-pressure, transitional environments

Adam Planica
Technology Recruiter
PRI Technology

P:  x41