ServiceNow Administrator

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

📋 Description

• Oversee and support the functioning of ServiceNow IT Asset Management (ITAM), IT Operations Management (ITOM), Service Catalog, and related platform functionalities.

• Create detailed Standard Operating Procedures (SOPs) for all ITAM and Catalog processes. Facilitate essential, recurring cross-training sessions with the core internal ServiceNow team to ensure fundamental ITAM administration knowledge is developed internally.

• Assist in tracking purchase orders and contracts, which includes creating records, making updates, performing reconciliations, generating reports, and conducting data-quality reviews.

• Design, configure, test, publish, and uphold catalog items, record producers, variables, approvals, and fulfillment workflows.

• Supervise hardware and software asset records throughout their lifecycle, covering receiving, inventory management, assignment, transfer, refreshing, retirement, and disposal.

• Collaborate with customer stakeholders, process owners, and technical teams to document requirements, prioritize requests, and suggest effective ServiceNow solutions.

• Generate and maintain reports, dashboards, processes, and administrative documentation.

• Diagnose incidents and requests, resolve platform or data issues, and escalate complex technical matters as needed.

• Serve as the technical liaison between customers and the core CLOUD CITI ServiceNow team for complex discovery, event management, or integration challenges.

• Ensure the maintenance and validation of the Configuration Management Database (CMDB) and ITOM-related records, adhering to established data standards and governance protocols.

• Evaluate configuration item, relationship, event, alert, service, and asset information to pinpoint gaps, duplicates, ownership issues, and reconciliation difficulties.

• Support service and application owners with data assessments, operational reporting, dashboards, and ongoing data-quality metrics.

• Aid in ITOM process documentation, user support, backlog refinement, testing, and the coordination of modifications to existing capabilities.

• Assess current workflows and operational procedures, recommending enhancements that improve accuracy, traceability, and customer support.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related discipline; relevant experience may substitute for formal education.

• A minimum of three years in ServiceNow administration, platform analysis, or implementation, with practical experience supporting ITAM, ITOM, CMDB, Service Catalog, or Asset Management functionalities.

• Familiarity with ServiceNow data models, roles, access controls, workflows, reporting, imports, update sets, and platform administration practices is essential.

• Proven subject matter expert-level experience in architecting and implementing ServiceNow Hardware Asset Management (HAM) and Software Asset Management (SAM) workflows. Must demonstrate the ability to function independently without senior technical ITAM oversight.

• Proficient in gathering requirements, documenting processes, analyzing data, troubleshooting issues, and effectively communicating with both technical and non-technical stakeholders.

• For engineering-level scope, experience with Discovery, Service Mapping, MID Servers, integrations, scripting, Flow Designer, IntegrationHub, APIs, and CMDB identification and reconciliation is preferred.

• ServiceNow Certified System Administrator (CSA) certification is mandatory. Certifications in ITAM, ITOM, CMDB, Discovery, or Service Mapping implementation are advantageous.

• Must possess a DoD 8140 IAT Level II baseline certification (e.g., CompTIA Security+) at the time of hire.

• An active Department of Defense (DoD) Secret Security Clearance is required.

🏝️ Benefits

• High-quality, low-deductible healthcare plans

• Pet insurance

• Competitive 401K package

• Paid vacation package including 11 paid federal holidays

• Tuition assistance

• Certification support