ServiceNow Administrator

This is a fully remote position, open to applicants in Romania, +1 more country.

📋 Description

• Manage daily incidents, service requests, and user inquiries on the ServiceNow platform in accordance with established SLAs and prioritization protocols.

• Oversee users, roles, groups, and access permissions, which includes ACL configuration and regular access reviews.

• Set up catalogue items, forms, notifications, assignment rules, and scheduled jobs.

• Supervise scheduled jobs, integrations, and error logs, taking proactive measures to address issues.

• Resolve configuration and integration problems at the second line, addressing configuration issues and escalating design modifications as necessary.

• Facilitate the transition of changes between environments utilizing update sets while adhering to release and change management guidelines.

• Create documentation for administration processes and develop standard operating procedures.

• Collaborate closely with developers and architects, integrating the platform operations viewpoint into design and modification efforts.

• Become part of the ServiceNow team that is establishing a new platform for a Dutch public-sector cloud services provider.

• Transition from a heavily customized 10+ year-old instance to a clean, out-of-the-box deployment on the latest version.

⛳️ Requirements

• Current ServiceNow Certified System Administrator (CSA) certification.

• Current ServiceNow Certified Data Foundations certification.

• At least 2 years of practical experience in ServiceNow administration, including managing users, roles, groups, ACLs, update sets, scheduled jobs, notifications, catalogue items, and form configurations.

• Hands-on experience with incident, request, and change management in a live production environment governed by SLAs.

• Capability to independently diagnose configuration and integration issues using system and transaction logs, as well as REST payloads, without needing to escalate to a developer.

• Proficient in English, both spoken and written, and comfortable with direct daily interactions with client stakeholders.

• Ability to take ownership and work autonomously in a remote role within a small team, managing one’s own workload effectively.

• Familiarity with ITIL practices.

• Experience with ServiceNow ITOM (Discovery, Service Mapping, Event Management).

• Knowledge of CMDB and CSDM, including class models, CI relationships, import sets, and data quality management.

• Exposure to a multi-tenant environment or managed service provider setup.

• Basic scripting skills (JavaScript, GlideRecord, Flow Designer) for minor fixes.

• Proficiency in Dutch or prior experience working with a Dutch client.

🏝️ Benefits

• Flexible employment arrangements and the option for remote work.

• Involvement in international projects with leading global clients.

• Opportunities for international travel.

• A non-corporate work environment.

• Language training programs.

• Access to internal and external training resources.

• Private healthcare and insurance coverage.

• Multisport card benefits.

• Initiatives focused on employee well-being.