ServiceNow Administrator

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

📋 Description

• Deliver Tier 1 and Tier 2 end-user support for ServiceNow-related issues, escalating to the Senior System Administrator as necessary.

• Create documentation essential for system utilization, including user and administrative guides.

• Generate user-specific reports for trend analysis and performance evaluation.

• Work collaboratively with stakeholders to gather and document requirements for incidents and requests.

• Design, configure, and maintain solutions on the ServiceNow platform.

• Assist in the development and upkeep of Knowledgebase articles pertaining to ServiceNow, such as configuration and report building.

• Execute necessary system configuration changes and upgrades.

• Provide expertise and support during all significant releases and upgrades from ServiceNow.

• Utilize the agile methodology to prioritize and address story backlogs while forecasting completion dates to effectively manage stakeholder expectations.

• Oversee the functionality of the ServiceNow application developed by programmers and system administrators through Quality Assurance (QA) and guide stakeholders through user acceptance testing (UAT).

• Create training materials and conduct training sessions on ServiceNow applications and solutions at least quarterly.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience).

• At least 2 years of practical experience in ServiceNow administration.

• Possession of ServiceNow Certified System Administrator (CSA) certification.

• Familiarity with core ServiceNow modules, including Incident, Problem, Change, Service Catalog, and Knowledge Management.

• Basic to intermediate proficiency in JavaScript.

• Experience with user and group management, ACLs, and roles.

• Ability to implement scheduled jobs, notifications, and platform updates.

🏝️ Benefits

• Comprehensive safety and security initiatives.

• Continuous learning and development programs.