Lead the technical administration and governance of ServiceNow ecosystem
Manage and maintain the health of a complex, domain-separated ServiceNow instance
Architect and audit ACL rules and configurations focused on data security
Partner with diverse departments to interpret business needs and build customized workflows
Oversee the onboarding and offboarding technical processes for companies and end users
Lead the customization and implementation of core ITIL modules
Support software engineering with design, development, and implementation of API and email integrations
Design and implement SLA workflows
Create and maintain UI Actions and Business Rules
Configure and manage the Now Assist Admin Console to oversee AI skill usage
Use the Now Assist Skill Kit to customize and refine AI prompts
Enhance self-service by configuring AI Search and Generative AI-powered Virtual Agents
Maintain and optimize machine learning models for automated ticket categorization
Collaborate with data owners to ensure high-quality data in the CMDB and Knowledge Base

10+ years of experience in ServiceNow Administration
Expert-level knowledge of JavaScript (GlideSystem, GlideRecord), HTML, and CSS as they relate to ServiceNow workflows
Deep technical understanding of domain hierarchy, data visibility, and process separation
Proven track record of managing complex security requirements and passing compliance audits (HIPAA, SOX, etc.)
Experience with supporting REST/SOAP APIs, IntegrationHub, and advanced Inbound Email Action scripting
Strong understanding of ITIL v4 concepts (certification is a plus)
Ability to translate "business-speak" into technical requirements and communicate effectively with stakeholders at all levels
Experience navigating the compliance nuances of the Financial or Medical sectors is highly desirable

Senior SNOW Administrator

Key skills