We are seeking an experienced ServiceNow Administrator to join our dynamic IT team. In this critical role, you will manage the configuration, optimization, and ongoing maintenance of our ServiceNow platform to support robust IT Service Management (ITSM) processes. You will work closely with stakeholders across the organization to ensure ServiceNow aligns with business needs and delivers efficient, scalable, and high-performing service experiences.

Key Responsibilities:

Platform Administration

• Configure and maintain ServiceNow modules, including Incident, Request, Change, and Asset Management

• Manage user roles, groups, and permissions

• Monitor system health and performance; troubleshoot and resolve platform issues

• Oversee integrations with other enterprise applications and systems

• Conduct regular audits for data integrity and compliance

Platform Optimization

• Apply best practices for platform maintenance and configuration

• Collaborate with teams to identify opportunities for process automation and digital workflow improvements

• Conduct performance tuning and recommend system enhancements

User Support & Training

• Provide technical support and troubleshooting assistance for ServiceNow users

• Create and update training materials, user guides, and internal documentation

• Lead training sessions to improve platform adoption and user competency

Release & Upgrade Management

• Plan, coordinate, and test platform upgrades and new feature releases

• Ensure seamless implementation with minimal disruption to users and business operations

Major Incident Management

• Act as the Major Incident Lead during outages and high-impact issues

• Coordinate resolution efforts across internal and vendor teams

• Ensure timely communication and root cause documentation

Performance Metrics & Reporting

• Deliver regular reports to leadership on KPIs, including:

  • System uptime and response time

  • Incident resolution times and backlog

  • Process improvements implemented

  • CMDB health and reconciliation accuracy

  • CI relationship completeness and attribute completeness

Education & Experience

• Bachelor’s degree in Information Systems, Computer Science, or a related field

• Minimum 3 years of experience in a ServiceNow administration or systems management role

Technical Skills

• Strong working knowledge of ServiceNow platform administration and configuration

• Familiarity with ITIL v3/v4 frameworks and principles

• Experience with ServiceNow performance monitoring, scripting, and integrations

• Understanding of CMDB structure, CI relationships, and data accuracy best practices

• Basic project management and change management experience is preferred

Certifications Preferred

• ServiceNow Certified System Administrator (CSA)

• ITIL Foundation Certification (v3 or v4)

Soft Skills

• Excellent communication, problem-solving, and troubleshooting skills

• Ability to prioritize multiple tasks and meet tight deadlines

• Strong collaboration and leadership capabilities

• Comfortable delivering technical information to non-technical stakeholders

Benefits for All Associates (Full-Time, Part-Time & Per Diem):

• Competitive Pay
• 401(k) with Company Match
• Career Advancement Opportunities
• National & Local Recognition Programs
• Teammate Assistance Fund

Additional Full-Time Benefits:

• Medical, Dental, Vision Insurance
• Mileage Reimbursement or Fleet Vehicle Program
• Generous Paid Time Off + 7 Paid Holidays
• Wellness Programs (Telemedicine, Diabetes Management, Joint & Spine Concierge Care)
• Education Support & Tuition Assistance (ASN to BSN, BSN to MSN)
• Free Continuing Education Units (CEUs)
• Company-paid Life & Long-Term Disability Insurance
• Voluntary Benefits (Pet, Critical Illness, Accident, LTC)

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