ServiceNow System Administrator

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

📋 Description

• Deliver user support services

• Resolve complex ServiceNow software issues, execute bug fixes, and conduct root cause analysis

• Work collaboratively with project team members to create and implement innovative, scalable, and sustainable solutions

• Ensure that ongoing operations perform as intended

• Design and build ServiceNow solutions, which encompass applications, forms, workflows, policies, actions, access controls, interfaces, and other configurations

• Develop and manage API and data integration processes between ServiceNow and various systems

• Analyze application behavior

• Create operational reports and conduct KPI analysis

• Prepare technology deliverables for both clients and internal stakeholders

• Uphold production system reliability through established change management protocols

• Monitor the health, usage, and compliance of applications

• Assist with version upgrades and the installation of patches

• Support enterprise business solutions and custom ServiceNow application functionalities

• Enhance the ServiceNow platform, introduce new products, and develop tailored solutions as part of a cross-functional team

• Provide both strategic and tactical support across various projects while being adaptable to shifting priorities

⛳️ Requirements

• Bachelor's degree in computer science, Management Information Systems (MIS), or a related business field

• Over 4 years of practical experience as a ServiceNow Administrator

• Proven experience in supporting and troubleshooting custom ServiceNow applications within a production environment, including incident resolution and root cause analysis

• Proficient in business rules, client scripts, UI policies, flows, workflows, and other application configurations

• Experience in troubleshooting integrations, REST APIs, scheduled jobs, and data-related challenges

• Knowledge of ServiceNow security protocols, including roles, Access Control Lists (ACLs), and user access

• Familiarity with update sets, release deployments, testing, and post-deployment validation

• Capability to manage incidents and service requests in accordance with established Service Level Agreements (SLAs)

• Experience in preparing and presenting monthly operational reports, which include ticket volumes, SLA performance, unresolved issues, trends, and performance metrics

• Ability to engage directly with customers to investigate issues, comprehend requirements, and convey technical insights and resolutions

• Strong verbal and written communication skills

• Experience in developing solutions that align with architectural standards and ServiceNow best practices

• ServiceNow Certified System Administrator

• Certification in Scaled Agile Framework (SAFe), or the ability to obtain it within 60 days of hire

• Preferred experience with ITIL Service Management processes

• ITIL Foundations certification preferred

• Must meet government eligibility criteria, including public trust clearance

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance starting on the first of the month following your hire date

• 401(k) plan with employer contributions that are immediately vested; no matching is required

• Generous paid time off (PTO)

• One additional day of paid wellness leave each calendar year

• Ten federal holidays observed

• Pet insurance available

• Tuition reimbursement program

• Access to internal training programs

• Company-sponsored industry certifications

• Team-building activities

• Opportunities for community volunteering

• Quarterly headquarters days

• Wellness events organized

• Happy hours for staff

• Family-friendly fun events