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