ServiceNow Lead/Admin

Location: REMOTE (LATAM or North America)

Job Type: Contract

Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly.

Overview

The ServiceNow Lead Administrator/Developer is responsible for configuration and maintenance of the ServiceNow platform and enhancing functionality. This role ensures optimal performance, usability, and alignment with business processes across ITSM modules and integrations.

Duties and Responsibilities

• Administer and maintain the ServiceNow platform, including user access, workflows, and configurations. Ensuring optimal performance and user experience.
• Configure and optimize Service Operations Workspace to support Service Desk operations.
• Collaborate with cross‑functional teams to gather requirements and implement platform enhancements. Lead and support projects involving automation, Virtual Agent (chat), integrations, and emerging ServiceNow capabilities.
• Manage and maintain ServiceNow integrations with third‑party systems (e.g., monitoring tools, CMDB sources, HR systems, cloud platforms).
• Create and maintain documentation for configurations, processes, procedures, and integration architecture.
• Support platform upgrades and new module implementations.
• Ensure compliance with ITIL standards and internal governance policies.

Required Experience and Skills

• Education: Bachelor’s degree in Computer Science, Information Systems, or related field preferred.
• Language: Must be proficient in English.
• Certifications: ServiceNow System Administrator certification; ITIL Foundation preferred.
• Minimum 5 years of experience administering ServiceNow.
• Experience managing and troubleshooting ServiceNow integrations.
• Familiarity with Virtual Agent, AI Search, or Performance Analytics is a plus.
• Familiarity with CMDB, Discovery, and Performance Analytics is a plus.
• Exposure to additional ServiceNow modules (HRSD, ITOM, SecOps, SOW, etc.) is a plus.
• Strong communication skills.
• Strong analytical thinking and problem‑solving abilities.
• ServiceNow (including ITSM, SOW, IntegrationHub, Flow Designer).
• REST/SOAP APIs, MID Server.
• Monitoring and alerting tools (e.g., SolarWinds, Dynatrace).
• Reporting and dashboards.