What are the responsibilities and job description for the Service Management Administrator 2 position at Choice Hotels International?
- This role is not eligible for sponsorship AND is four days onsite hybrid at our N. Scottsdale office **
The Service Management Administrator 2 provides day-to-day administration and support of the ServiceNow platform for Choice Hotels. This role partners closely with IT and business stakeholders to ensure efficient operation of ITSM processes, system reliability, and continuous improvement of the ServiceNow environment.
The incumbent independently manages routine platform support activities, owns issues through resolution, and contributes to system enhancements, documentation, and upgrades. This role requires proactive communication, analytical problem-solving, and a strong customer-service orientation.
Primary Duties And Accountabilities
ServiceNow Administration & Support
- Provide primary support for ServiceNow platform, including user requests, account access, and issue resolution
- Act as point of contact for incident management and escalate issues as needed
- Perform system administration tasks including configuration, maintenance, and troubleshooting
- Partner with engineering teams to manage:
- System upgrades and patching
- Performance optimization
- System outages and recovery
- Coordinate infrastructure updates and changes with cross-functional teams
- Perform integration and acceptance testing for system enhancements
- Assist in development and maintenance of automated test suites
- Maintain system and procedural documentation
- Support audit and compliance processes, ensuring adherence to regulatory requirements
- Partner with training and communication teams to update user-facing materials
- Identify opportunities to enhance ITSM processes, tools, and reporting metrics
- Assist in defining and scoping business requirements
- Participate in planning and implementation meetings
- Maintain awareness of industry trends and best practices
- Promote a culture of continuous improvement and customer-centric service delivery
Skills, Knowledge & Experience
- Bachelor’s Degree in Computer Science or related technical field or an equivalent combination of education and work experience
- Minimum of 3 years of ServiceNow administration experience in a large-scale environment
- Strong analytical and problem-solving skills
- Ability to communicate effectively across technical and non-technical audiences
- Experience managing multiple priorities in a fast-paced environment
- Demonstrated ability to work both independently and collaboratively
- ServiceNow platform administration
- IT Service Management (ITSM) processes
- System administration and troubleshooting
- Knowledge of testing methodologies (manual and automated)
- Documentation and technical writing
- Certified ServiceNow Administrator
- Experience developing and maintaining automated test suites
- Previous experience as a technical writer
- This role is not eligible for sponsorship**
- Competitive compensation and benefits, including medical, dental, and vision coverage
- Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
- Financial benefits for retirement and health savings
- Employee recognition programs
- Discounts at Choice hotels worldwide
Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45 countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We’re the hotel company for those who choose to bet on themselves — the striver, the dreamer, the entrepreneur — because that’s who we are, too.
At Choice, we are united by the simple belief that tomorrow will be even better than today — for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward — giving our work at Choice a purpose larger than our business.
Our corporate office locations:
North Bethesda, MD — Located at Pike & Rose, our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.
Scottsdale, AZ — Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.
Minneapolis, MN — Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.
Field/Remote — Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.
Choice’s Cultural Values
Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity
Choice’s Leadership Principles
Act with Intention | Lead with Authenticity | Grow & Deliver