The ServiceNow Administrator owns the day-to-day health, configuration, and continuous improvement of the ServiceNow platform. This role is the technical backbone of IT service delivery - responsible for keeping the platform stable and upgrade-safe, translating business requirements into clean configuration, and ensuring the Configuration Management Database (CMDB) remains an accurate single source of truth for the enterprise.

This is a governance role: success is measured less by tickets closed and more by platform stability, data integrity, high user adoption, low technical debt, and leadership confidence in the reporting that comes out of the platform. The Administrator partners closely with the Service Desk, Infrastructure, Cybersecurity, and Enterprise Applications teams to automate manual work and reduce time-to-resolution across the organization.

Essential Duties & Responsibilities

Platform Administration & Configuration
• Perform daily administration of production and sub-production instances, including user, group, and role management, license compliance, and access reviews aligned to least-privilege principles.
• Configure and maintain core ITSM applications - Incident, Problem, Change, Request, Service Catalog, and Knowledge Management - to reflect evolving business processes.
• Build and maintain forms, lists, UI policies, business rules, client scripts, notifications, and Access Control Lists (ACLs) using configuration over customization to remain upgrade-safe.
• Maintain complete, current, and version-controlled documentation of all platform configuration - including configuration standards, naming conventions, architecture and integration diagrams, role and ACL matrices, and a change log of every modification made to the environment.
• Establish and enforce configuration management discipline so that no change is made without a corresponding documented record, keeping the platform fully auditable, transferable, and independent of tribal knowledge.
• Manage update sets and scoped applications, moving changes between instances with documented testing, approval, and rollback plans.
• Own the platform upgrade cycle end to end: release planning, sub-production testing, production execution, and post-upgrade validation.

Workflow Automation & Service Catalog
• Design and maintain workflows using Flow Designer to automate IT and cross-functional business processes, eliminating manual handoffs.
• Own the Service Catalog: build and maintain catalog items, record producers, variable sets, approval chains, and associated SLAs.
• Configure and brand the Service Portal / Employee Center to drive self-service adoption and deflect routine ticket volume.
• Partner with process owners to identify automation candidates and quantify the time and cost savings delivered.

CMDB, Asset & Integration Management
• Maintain CMDB health, including CI classification, relationship mapping, data certification, reconciliation rules, and remediation of orphaned or stale records.
• Administer and troubleshoot platform integrations - including the NinjaOne endpoint management integration, Microsoft Entra ID / Microsoft 365, and HR and ERP data feeds - using REST, SOAP, and MID Server components.
• Support IT Asset Management processes by keeping hardware and software asset data, warranty status, and lifecycle records accurate and audit-ready.
• Develop and maintain import sets and transform maps for recurring data loads.

Reporting, Governance & Support
• Build and maintain reports, dashboards, and Performance Analytics widgets that give leadership actionable insight into SLA attainment, backlog trends, and service quality.
• Monitor platform health - system logs, scheduled jobs, integration failures, and performance alerts - and resolve issues before they become outages.
• Serve as escalation point for platform incidents and requests; open and manage cases with ServiceNow support (HI) as needed.
• Apply ITIL practices to Incident, Problem, Change, and Release Management and drive continual service improvement.
• Create and maintain runbooks and knowledge articles; deliver training and enablement to end users, fulfillers, and process owners.
• Govern platform and automation guardrails, including permissioning, auditing, and responsible use of AI-assisted features within the platform.

Required Qualifications
• Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related field - or equivalent combination of education and hands-on experience.
• Minimum of 3 years of hands-on ServiceNow administration experience in a production environment.
• ServiceNow Certified System Administrator (CSA) certification, or ability to obtain within six months of hire.
• Demonstrated proficiency with Incident, Problem, Change, Request, CMDB, Service Catalog, and Knowledge Management applications.
• Working knowledge of JavaScript, and familiarity with XML, HTML, CSS, and JSON as applied within the Now Platform.
• Experience building integrations using REST and SOAP web services.
• Solid understanding of ITIL service management practices and IT Help Desk workflows.
• Strong analytical, troubleshooting, and technical writing skills, with the ability to translate business requirements into documented technical solutions.
• Excellent communication and customer service skills, with the ability to work effectively with both technical teams and non-technical business stakeholders.

Preferred Qualifications
• ITIL v4 Foundation certification.
• ServiceNow Certified Implementation Specialist (CIS) in ITSM, or Certified Application Developer (CAD).
• Experience with ServiceNow Discovery, Service Mapping, and Software Asset Management.
• Experience integrating ServiceNow with endpoint management or RMM platforms (NinjaOne, Intune) and with Microsoft 365 / Entra ID.
• Experience administering ServiceNow in a construction, utility, energy, or field-services environment with a distributed workforce.
• Familiarity with Agile / Scrum delivery and with Power Platform or similar low-code automation tools.

Key Competencies

Measures of Success (First 12 Months)

1. Platform upgraded to the current supported release with zero unplanned production downtime.

2. A complete, current configuration documentation set in place and maintained as changes are made.

3. CMDB completeness and accuracy above the agreed target for in-scope CI classes, with automated reconciliation in place.

4. Service Catalog expanded with self-service request items that measurably deflect Tier 1 ticket volume.

5. Documented, repeatable change and update-set process adopted by all platform contributors.

6. Leadership dashboards in production and trusted as the source for SLA and service performance reporting.

Work Environment & Physical Requirements

Primarily an office or hybrid remote environment with extended periods of computer use. Occasional travel to field and regional offices may be required. Must be able to participate in a scheduled on-call or after-hours rotation for platform upgrades, releases, and critical incidents.

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, and skills required. Responsibilities may be modified at any time at the discretion of management.