Source description
About the role
ServiceNow Administrator
Defines and documents customer business functions and processes.
• Consults with Process Owners and Managers to identify, define and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access.
• Administers the ITSM Platform to ensure the system design meets the needs of the Commonwealth.
• Participates in system integration testing, user acceptance testing, and testing of new system functionality.
• Provides technical assistance in training, mentoring, and coaching professional and technical staff.
• Escalates issues to management as appropriate.
Key Responsibilities:
• Configure and maintain ITOM, HAM, and SAM modules in ServiceNow.
• Perform system administration tasks, including user management, access control, and workflow automation.
• Support instance upgrades, patching, and system performance tuning.
• Troubleshoot and resolve technical issues and system errors.
• Ensure compliance with ServiceNow best practices and governance policies.
Experience with ITSM and at least one additional module (e.g., ITOM, HRSD, SPM, Source2Pay).
Required
4
ServiceNow Certified System Administrator (CSA)
Required
Experience with Automated Test Framework (ATF).
Required
Exposure to ServiceNow App Engine and Flow Designer.
Required
Understanding of CMDB and Discovery.
Required
Familiarity with Agile/Scrum methodologies.
Required
4-year college degree or equivalent technical study
Desired
ITIL V4 Foundation Certification
Desired
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