Platform Administrator, ServiceNow

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Manage and oversee ServiceNow users, groups, roles, ACLs, access controls, system properties, and core platform configurations.

• Set up and maintain forms, lists, views, UI Policies, Data Policies, Business Rules, notifications, assignment rules, and other standard platform functionalities.

• Develop, configure, and maintain Service Catalog items, Record Producers, variables, approvals, and request fulfillment setups.

• Provide support for ITSM, Employee Center, Knowledge Management, Service Catalog, and related platform services.

• Monitor platform health, scheduled jobs, integrations, system logs, failed transactions, email processing, and operational metrics.

• Diagnose platform incidents and configuration problems, collaborating with Engineers for advanced remediation.

• Generate and maintain operational reports, dashboards, scheduled reports, and platform metrics.

• Identify and address duplicate, incomplete, obsolete, or inconsistent platform records.

• Assist with ServiceNow upgrades, patches, clones, releases, regression testing, and post-deployment validation.

• Implement administrative changes in accordance with SDLC, change management, testing, and release protocols.

• Keep platform documentation, configuration records, administrative procedures, knowledge articles, and operational runbooks up to date.

• Provide support for basic Flow Designer automations and workflow configurations.

• Collaborate with Engineers and Architects to adhere to ServiceNow best practices, minimizing customization and technical debt.

• Ensure that administrative tasks comply with security, access management, audit, governance, and enterprise standards.

• Assist users and stakeholders by providing platform guidance, troubleshooting support, and knowledge transfer.

• Stay updated on ServiceNow releases, administration best practices, and opportunities for continuous improvement.

• Gain familiarity with ServiceNow AI capabilities, including AI Agents, AI Search, and intelligent automation.

⛳️ Requirements

• A minimum of 2 years of practical experience in ServiceNow administration.

• Strong understanding of ServiceNow platform administration, including users, groups, roles, ACLs, forms, lists, notifications, and platform configuration.

• Hands-on experience with configuring the Service Catalog, including Catalog Items, Record Producers, variables, and approvals.

• Experience in setting up standard ServiceNow features such as UI Policies, Data Policies, Business Rules, and notifications.

• Proficient knowledge of JavaScript and ServiceNow scripting sufficient to troubleshoot and maintain standard platform configurations.

• Experience in resolving ServiceNow incidents and configuration issues.

• Understanding of essential ITSM processes, including Incident, Request, Problem, Change, Knowledge, and Service Catalog.

• Advanced to fluent English proficiency, as the role involves daily collaboration with global teams and stakeholders.

• Experience with ServiceNow reporting, dashboards, testing, releases, or platform upgrades.

• Familiarity with Agile methodologies and SDLC delivery processes.

• ServiceNow Certified System Administrator (CSA) certification is required.

• ITIL Foundation 4 or ITIL 5 certification is required.

🏝️ Benefits

• Flexible working arrangements.

• Mentorship opportunities.

• Learning and development programs.

• Leadership training.

• Education assistance.

• Paid volunteer time off.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.