Servicenow Administrator

The ServiceNow Administrator is responsible for managing, optimising, and maintaining high-quality ServiceNow AI Platforms using best-practice patterns. This role must balance operational efficiency with long-term platform sustainability and will operate with a high degree of autonomy.

Key Responsibilities

• AI Platform Administration & Governance
• Administer and oversee ServiceNow instances across multiple environments (Dev, Test, Prod)
• Establish and enforce configuration standards, guardrails, and best practices
• Manage system upgrades, patches, and version updates with minimal disruption
• Monitor platform performance, health, security, and user access controls

• Configuration & Optimization
• Configure core capabilities (e.g., AI, ITSM, CSM, Now Assist, EC/Portals, workflows, flows, catalog, ITOM, PA)
• Implement reusable, scalable components using out-of-the-box functionality
• Minimize customization and avoid introducing technical debt
• Optimize system performance and user experience

• Integration & Data Management
• Develop and maintain integrations (REST/SOAP APIs, external systems)
• Manage CMDB and data structures for integrity and accuracy
• Oversee data imports, exports, and synchronization processes
• Support API connections and middleware configurations

• Stakeholder Engagement
• Work closely with architects and technical leads to align on design standards
• Provide expert guidance to users and support teams
• Troubleshoot and resolve platform issues
• Contribute to documentation, runbooks, and knowledge sharing

• Continuous Improvement
• Proactively identify opportunities to improve platform efficiency and sustainability
• Stay current with ServiceNow updates, emerging capabilities and relevant certifications

Required Experience

• 2+ years hands-on ServiceNow administration experience
• Experience across multiple modules
• Advanced configuration capability (workflows, Business Rules, Flow Designer)
• Experience with integrations and working with APIs
• Solid understanding of CMDB and CSDM
• Proven ability to operate independently in a senior capacity
• ServiceNow Certified System Administrator – mandatory
• ServiceNow Advanced Administrator – desirable
• ServiceNow Data Foundations Certification – desirable
• ITIL 4 / 5 foundation - desirable

Key Attributes

• Delivery-focused and pragmatic
• Avoids over-engineering solutions