support the day-to-day operations, maintenance, and performance of the ServiceNow platform
Respond to and resolve ServiceNow-related incidents and service requests in accordance with SLAs.
Follow knowledge articles and standard operating procedures to ensure consistent support delivery.
Escalate complex issues to lead administrators or developers as appropriate.
Monitor system health dashboards and proactively address performance or availability issues.
Manage user accounts, roles, and group memberships.
Perform routine administrative tasks such as updating records, managing tables, and configuring forms.
Support the maintenance of Service Catalog items and Knowledge Base articles.
Assist in the configuration of workflows, UI policies, and business rules under guidance from senior team members.
Maintain accurate documentation for configurations, standard operating procedures, and troubleshooting steps.
Contribute to internal knowledge bases and support documentation for recurring issues and solutions.
Identify opportunities to improve platform performance, automation, and user experience.
Collaborate with developers, QA, and business teams to support platform enhancements and testing.

5 + years of experience in ServiceNow administration or platform support roles
Strong understanding of ServiceNow ITSM modules (Incident, Request, Problem, Change, Knowledge, Service Catalog)
Experience with user and group management, form configuration, and basic scripting (JavaScript, Glide)
Familiarity with instance cloning, update sets, and environment synchronization
Excellent troubleshooting, documentation, and communication skills
Bachelor’s degree in Information Technology, Computer Science, or a related field
Not Required but Preferred Experience: ServiceNow Certified System Administrator (CSA); additional certifications (e.g., ITSM Implementation Specialist) are a plus
ITIL v4 Foundation certification
Experience with Automated Test Framework (ATF), Flow Designer, or IntegrationHub
Exposure to Agile or DevOps environments

Senior ServiceNow Administrator

Key skills