Administrator (Tools & Automation)

Job Summary

ServiceNow Admin and Support Specialist (ITSM)

*Key Responsibilities:*

- *ServiceNow Platform Administration:*

    - Manage and maintain the ServiceNow platform, ensuring high availability and performance

    - Configure and customize the platform to meet business requirements

    - Develop and implement new workflows, business rules, and automation scripts

- *IT Service Management (ITSM):*

    - Implement and manage ITSM processes, including incident, problem, and change management

    - Develop and maintain service catalogs, knowledge bases, and service level agreements (SLAs)

    - Ensure seamless integration with other IT systems and tools

- *Support and Troubleshooting:*

    - Provide tier 2/3 support for ServiceNow-related issues and incidents

    - Troubleshoot complex issues and develop solutions to prevent future occurrences

    - Collaborate with IT teams to resolve incidents and problems

- *Process Improvement:*

    - Identify areas for process improvement and implement changes to increase efficiency and productivity

    - Develop and maintain documentation for ITSM processes and procedures

- *Security and Compliance:*

    - Ensure ServiceNow platform security and compliance with industry standards and regulations

    - Conduct regular security audits and risk assessments

Key Responsibilities

*Requirements:*

- *Technical Skills:*

    - ServiceNow platform expertise, including ITSM, CMDB, and workflow development

    - Strong understanding of ITIL principles and practices

    - Experience with scripting languages (e.g., JavaScript) and web technologies

- *Functional Skills:*

    - Excellent problem-solving and analytical skills

    - Strong communication and collaboration skills

    - Ability to work in a fast-paced environment and prioritize multiple tasks

- *Experience:*

    - Minimum 3-5 years of experience in ServiceNow administration and support

    - Experience in ITSM process implementation and management

- *Certifications:*

    - ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist) preferred

Skill Requirements

Nice to Have:*

- Experience with cloud-based technologies and infrastructure management

- Knowledge of agile development methodologies and DevOps practices

- Familiarity with other ITSM tools and platforms

This Job Description is tailored to find a candidate with a strong technical background in ServiceNow administration and ITSM process management, as well as excellent problem-solving and communication skills. The ideal candidate will be able to manage and maintain the ServiceNow platform, implement and manage ITSM processes, and provide support and troubleshooting expertise.

Other Requirements