Job profile
- Administer, configure, and maintain the ServiceNow platform, ensuring optimal performance and uptime
- Manage SHARP incident requests, including monitoring, investigation, resolution tracking, and documentation of results following knowledge transfer activities.
- Carry out initial incident assessment and analysis to determine impact and urgency.
- Qualified and pre-validated incidents through effective communication with users to understand requirements and gather necessary information for resolution.
- Have deep expertise in maintenance of core ServiceNow modules (ITSM, CSM).
- Implement and manage modules such as Incident, Problem, Change, Asset, CMDB, and Service Catalog.
- Create and customize forms, fields, workflows, business rules, client scripts, and UI policies.
- Have disciplined approach to capturing, managing, and deploying configurations between instances.
- Manage user roles, groups, and access controls to maintain security and compliance. Solid understanding of the ServiceNow security model and debugging security rules.
- Collaborate with stakeholders to gather requirements and translate them into ServiceNow solutions.
- Monitor system performance, troubleshoot issues, and apply patches or upgrades.
- Experience with REST/SOAP APIs, Integration Hub spokes, and managing data integrations between systems.
- Develop reports, dashboards, and performance analytics to provide actionable insights.
- Stay updated on new ServiceNow releases and recommend enhancements.
Key Skills
- Fluent English skills, both written and verbal
- Excellent communication skills in multi-provider environment
- Previous work experience as ServiceNow Administrator in ITSM and CSM modules environment (2+ years)
- Management soft skills to take lead on High priority incidents when it occurs
- Strong Analytical skills for troubleshooting
- Scripting experience is an advantage
- Good understanding of Incident & other ITSM Processes (such as Problem, Knowledge Management)
- This position requires work during some weekends. Will be clarified during interview.
- Able to work outside regular business hours (on-call duties/overtimes)
- Participation in 24/7 shift model rotation
Prerequisite Certifications & Trainings that need to be completed prior to onboarding:
- ServiceNow Fundamentals
- ServiceNow Certified System Administrator (CSA) - preferred
- ITIL Foundation V4 - preferred