Role SummaryThe Intermediate ServiceNow Administrator / Developer supports, configures, and enhances BFG's and clients ServiceNow platforms. Working under the direction of the Senior Product Development Specialist, you will handle day-to-day administration, build and test enhancements, and support the integrations and workflows behind our 24/7 operations. This role suits someone with solid hands-on ServiceNow experience who is ready to take on more complex development work.
Key ResponsibilitiesPlatform Administration- Perform day-to-day administration of ServiceNow, including users, groups, roles, access controls, and data quality.
- Resolve and troubleshoot platform issues for internal users and external clients, escalating complex problems as needed.
- Assist with upgrades, patches, and family releases, including regression testing.
- Monitor platform health and performance.
Development & Configuration- Configure and develop business rules, client scripts, UI policies, UI actions, and script includes.
- Build and maintain Flow Designer flows, catalog items, and record producers.
- Support enhancements to ServiceNow modules, as required.
- Build reports and dashboards for operational and customer reporting.
Integration Support- Support and troubleshoot integrations between ServiceNow and other enterprise systems using REST/SOAP APIs and IntegrationHub.
- Help build and enhance integrations under the guidance of senior team members.
Requirements & Delivery- Take part in requirements sessions and help document user stories, specifications, and test cases.
- Contribute to sprint planning, testing/UAT, and deployments using update sets and standard release practices.
- Support trials, testing, and root cause analysis alongside cross-functional teams.
Documentation & Improvement- Maintain configuration documentation, guidelines, and runbooks.
- Identify and recommend improvements to platform processes, automation, and user experience.
- Other duties as assigned.
QualificationsRequired- Diploma or degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- 2-4 years of hands-on ServiceNow administration and/or development experience.
- Working proficiency in JavaScript and GlideScript (server- and client-side APIs).
- Experience with Flow Designer, business rules, client scripts, and ACLs.
- Understanding of REST/SOAP APIs and basic integration troubleshooting.
- Exposure to Agile/Scrum delivery.
- Strong communication, analytical, and problem-solving skills.
Preferred- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Application Developer (CAD) or a Certified Implementation Specialist (CIS) credential in a relevant module.
- Experience with IntegrationHub, Service Portal, or Workspace configuration.
- Experience in IT services, field services, or managed services environments.
