ServiceNow System Administrator

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

📋 Description

• Assist in the administration, setup, maintenance, documentation, reporting, testing, and end-user support of the IRC’s ServiceNow platform.

• Provide Tier 1 and Tier 2 support for end-user incidents related to ServiceNow, including requests, access issues, reporting queries, catalog items, and basic configuration challenges.

• Manage and uphold essential components of the ServiceNow platform, such as users, groups, roles, assignment groups, forms, lists, tables, reports, dashboards, notifications, and knowledge articles.

• Configure and sustain ServiceNow solutions across fundamental modules, including Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management.

• Assist in the configuration and enhancement of catalog items, record producers, workflows, approvals, forms, reports, dashboards, and automation utilizing ServiceNow configuration tools and Flow Designer.

• Support ServiceNow scripting and platform customizations under the guidance of the Senior System Administrator.

• Maintain, test, and troubleshoot ServiceNow integrations with other enterprise systems.

• Collaborate with stakeholders, IT teams, product owners, and the Senior System Administrator to gather requirements, document user stories, clarify issues, and assist in delivering ServiceNow enhancements.

• Engage in Quality Assurance, regression testing, release validation, and User Acceptance Testing.

⛳️ Requirements

• A Bachelor’s degree in computer science, Information Systems, or a related discipline, or equivalent professional experience.

• At least 3 years of practical experience with ServiceNow administration.

• ServiceNow Certified System Administrator certification is mandatory.

• Experience in supporting fundamental ServiceNow modules such as Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management.

• Proficient in user administration, group management, role assignments, access support, and basic security administration.

• Experience in configuring and maintaining ServiceNow forms, lists, tables, catalog items, record producers, reports, dashboards, workflows, and notifications.

• Basic to intermediate knowledge of JavaScript within the ServiceNow platform, including familiarity with Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and scheduled jobs.

• Experience in supporting testing, release validation, documentation, and end-user training.

• Strong analytical, troubleshooting, communication, and documentation abilities.

• Capability to work collaboratively with technical teams, business stakeholders, and end users.

🏝️ Benefits

• Health insurance

• Professional development opportunities

• Flexible working hours