What are the responsibilities and job description for the ServiceNow Administrator (ITSM) position at Tech Army, LLC?
The organization is seeking an experienced Systems Administrator to support and maintain an enterprise ServiceNow environment. The role will focus on ServiceNow administration, platform configuration, integrations, security, troubleshooting, performance monitoring, automation, and IT service management.
The ideal candidate will have strong hands-on experience administering enterprise ServiceNow environments and working across multiple IT and business functions.
Minimum Qualifications
Education & Professional Experience
- Bachelor’s degree in Computer Science, Information Systems, or a related field. Equivalent related work experience may be considered.
- Minimum 5 years of IT experience in one or more of the following areas:
- Systems administration
- Enterprise platform administration
- IT Service Management (ITSM) platforms
- Workflow automation technologies
- Enterprise SaaS platforms
- Minimum 5 years of experience working across multiple IT and business functions, including:
- Security
- Compliance
- Service delivery
- Business process automation
- Application support
- Minimum 4 years of experience with SQL, data management, reporting, system integrations, and data exchange technologies.
- Minimum 3 years of experience defining procedures for monitoring, evaluating, and diagnosing platform and system issues and establishing work plans for resolution.
- Minimum 3 years of experience troubleshooting complex issues involving:
- Hardware
- Software
- Networks
- Identity management
- Platform administration
- Application integrations
ServiceNow Experience
- Hands-on experience administering, configuring, maintaining, and securing enterprise ServiceNow environments, including ITSM and related platform applications.
- Strong proficiency with ServiceNow administration, including:
- User and role management
- Workflow configuration
- Service catalog management
- Incident, Problem, and Change Management
- Platform governance
- Experience managing:
- Platform upgrades
- Patches
- Releases
- Configuration migrations
- Environment maintenance activities
Integration & Data Exchange
- Experience integrating enterprise applications using:
- REST APIs
- Web services
- JSON
- CSV/XML data loads
- Automation tools
- Secure data exchange processes
- Experience troubleshooting integrations, data synchronization, and interface-related issues.
Identity & Access Management
- Knowledge of identity and access management concepts, including:
- SAML
- Single Sign-On (SSO)
- Authentication and authorization
- Role-Based Access Control (RBAC)
- User lifecycle management
Monitoring & Operational Support
- Experience monitoring:
- Platform health
- System performance
- Integrations
- Usage trends
- Operational metrics
- Ability to ensure platform availability, reliability, and operational stability.
- Ability to work on multiple projects as a project team member, project leader, and mentor to junior technical staff.
Key Responsibilities
ServiceNow Administration
- Administer and maintain the enterprise ServiceNow platform and associated modules.
- Manage platform configurations, system settings, forms, workflows, business rules, notifications, service catalogs, and knowledge management components.
- Configure and maintain Incident, Problem, Change, Request, and Service Management processes.
- Administer user provisioning, role assignments, group management, security controls, and access governance.