ServiceNow Administrator

Position Overview

Brooksource is seeking a ServiceNow Administrator to support an enterprise ServiceNow platform.

You will fulfill service requests, investigate incidents, answer user questions, and support platform configuration and maintenance. Working alongside experienced engineers, you will also gain hands-on experience with development activities, upgrades, and continuous improvement.

This opportunity is suited to someone with foundational ServiceNow experience, basic coding knowledge, and an interest in growing toward a ServiceNow engineering career.

Responsibilities

• Fulfill ServiceNow service requests, including routine access, configuration, and platform data changes.
• Investigate incidents by gathering information, validating issues, assessing impact, and escalating when appropriate.
• Help users understand platform functionality and complete standard processes.
• Partner with engineers and process owners to deliver configuration changes and workflow improvements.
• Support testing, upgrades, patches, and security updates.
• Complete assigned development stories with guidance and mentorship from engineers.
• Maintain accurate documentation of changes, troubleshooting activities, and support procedures.
• Manage assigned work within a shared Kanban backlog.
• Identify recurring issues and opportunities to improve service delivery.

Required Qualifications

• Approximately one year of relevant ServiceNow experience; candidates with substantive ServiceNow internship experience may also be considered.
• Hands-on exposure to ServiceNow platform support, administration, configuration, or troubleshooting.
• Basic understanding of coding or scripting gained through work, coursework, internships, or projects.
• Foundational understanding of ITIL support processes and familiarity with Agile or Kanban delivery.
• Strong troubleshooting, customer service, and communication skills.
• Ability to manage competing priorities and follow assigned work through completion.
• Curiosity, attention to detail, and a desire to build ServiceNow engineering skills.

ServiceNow Certified System Administrator (CSA) certification is expected. Strong candidates who do not currently hold the certification may be considered with an agreed plan to obtain it early in the engagement. Certification is required before certain elevated platform access can be granted.

Preferred Qualifications

Exposure to one or more of the following ServiceNow capabilities:

• IT Service Management (ITSM).
• IT Business Management (ITBM).
• Unified Security Exposure Management (USEM).
• Security Incident Response (SIR).
• IT Operations Management (ITOM).

• Experience with JavaScript, low-code development, workflows, or Flow Designer.
• Experience supporting platform upgrades, patches, or testing.
• Financial services or insurance experience is helpful but not required.

Working Environment

• Five days onsite in Cincinnati with a business professional dress code.
• Occasional evening or weekend maintenance support may become part of the role as experience develops.
• Contract-to-hire opportunity intended for long-term employment.
• Employment is subject to client screening requirements, including a 10-panel drug screen with nicotine testing.