ServiceNow Administrator

ServiceNow Administrator

Location: Remote in the United States | Eastern or central time zones

Employees: 650 | Team Size: 8 | Revenue: $100M+ | Industry: B2B SaaS, Healthcare, Government

Responsibilities

• Administer and configure the company’s ServiceNow ITSM platform: incident, problem, change, service request and service catalog, following ITIL practices
• Maintain the CMDB (the database of IT assets), keeping records and relationships accurate through regular audits and data reconciliation.
• Build and update workflows, forms, business rules, notifications and service catalog items.
• Create reports, dashboards and SLA metrics, and help gather data for KPIs.
• Install, configure, test and maintain cloud applications and their integrations (single sign-on, APIs, data connectors)
• Check daily that cloud applications are available, performing well and running correctly
• Troubleshoot complex application issues, often working with vendors, developers and other IT staff.
• Tune application performance, and track usage, capacity and licensing needs.
• Manage user accounts, roles and permissions, and help with periodic access reviews.
• Coordinate application updates, patches and upgrades, and test them in non-production before release.
• Verify that data backup, export and recovery are working and help with disaster recovery and business continuity plans.
• Recommend ways to automate or improve administration tasks.
• Follow incident and change management policies, work with leadership on project requirements, and support project teams.
• Join the support rotation, including on-call and after-hours work when needed.
• Write and maintain technical and process documentation.
• Follow security and privacy rules (HIPAA, FedRAMP, NIST 800-53) and complete the required training.

Requirements

• 5+ years administering business applications (SaaS and PaaS) in the cloud
• 3+ years of hands-on ServiceNow administration (5+ preferred)
• Hands-on experience with ITSM modules (incident, problem, change, service request, service catalog) and CMDB design and data integrity
• Working knowledge of ITIL processes
• Experience with SSO, REST APIs and data connectors
• Experience managing user provisioning, roles and access controls.
• Experience with application performance monitoring tools, and with backup and recovery procedures.
• Able to work within regulated environments (FedRAMP, HIPAA, NIST 800-53)
• Strong communication, documentation, troubleshooting and organization skills, including explaining technical topics to non-technical people.
• Proficient in Word, Outlook, Excel and PowerPoint (or willing to train).
• Bachelor’s degree or equivalent experience.
• ServiceNow Certified System Administrator (CSA), or able to get it within 3 months of hire.

Preferred Experience

• ServiceNow CIS (ITSM, Discovery or CMDB) and/or ITIL 4 Foundation
• Experience with other ServiceNow products (ITOM, Discovery, HRSD, SecOps, GRC), Performance Analytics, or federal, healthcare or other regulated environments
• Familiarity with Agile, DevOps, and CI/CD for ServiceNow
• Scripting skills (PowerShell or Python) and experience building automation tools
• Cloud certifications - Azure Administrator Associate or AWS SysOps Administrator

Compensation

• $65.00 - $70.00 per hour