ServiceNow System Admin

Role Overview

As our Lead ServiceNow Developer and Administrator, you will play a pivotal role in establishing long-term platform stability, security, and governance for our critical 24/7 Telecom operations.

We're currently partnering with a System Integrator to build out our platform, and we need a senior leader who can step in to actively oversee the post-launch transition, lead the technical knowledge transfer, and execute a seamless handoff of platform ownership to our internal team.

Additionally, you will serve as the guiding expert for our internal support organization, helping mentor and upskill seasoned IT Service Management (ITSM) administrators transitioning from Remedy to ServiceNow.

Key Responsibilities

Post-Launch Integrator transition & Platform Ownership

• Manage the System Integrator Handoff: Actively partner with our current integrator to thoroughly understand the platform's custom architecture, ensure robust best-practice builds, and drive the seamless transition of administrative ownership.
• Proactively identify, troubleshoot, and remediate post-launch software bugs, integration issues, and performance bottlenecks.
• Team Mentorship & Technical Guidance: Act as the primary ServiceNow subject matter expert (SME) to mentor and guide two seasoned, internal Remedy administrators, helping them bridge the learning curve and transition smoothly into ServiceNow support roles.
• Immediate Platform Stewardship: Take complete, proactive ownership of the ServiceNow environment from day one, establishing immediate operational control and setting the standard for platform excellence.

Platform Governance & Strategic Leadership

• Establish and enforce rigorous platform governance controls to maintain long-term ServiceNow stability, compliance, and security.
• Host and chair multi-level Governance Meetings across various business units to strategically manage license distribution, operational risk, platform policies, and long-term platform roadmap.
• Serve as a trusted advisor to leadership, providing authoritative guidance on platform best practices, maintenance strategies, and scalable growth.
• Lead weekly technical trouble-ticket reviews and operational calls with customers, guiding technical discussions to accelerate issue resolution and ticket closure.

Core Administration & Production Support

• Own end-to-end platform operations, including access management (IAM), comprehensive production support, and rigorous release execution.
• Partner with Telecom engineers, architects, and process owners to align platform configuration with business objectives and drive continuous improvement of ServiceNow applications.
• Manage day-to-day platform integrity, overseeing system configurations, user administration, security policies, upgrades and password management.

Technical Automation, Scripting & Process Management

• Architect, develop, and deploy advanced workflow automations to streamline business processes and minimize manual overhead.
• Support custom platform development: While not a pure developer role, you must possess the ability to understand, troubleshoot, and modify existing custom scripts (e.g., JavaScript/GlideScript) to support custom integrations and legacy development.
• Drive modern platform capabilities, including hands-on scripting, automation development, and the integration of AI-driven tools (e.g., Virtual Agent, chatbots).

Multi-Platform Operations & Business Analysis

• Extend administrative support to auxiliary operational platforms (e.g., NICE inContact, contact center systems), driving requirements gathering, executing changes, and managing vendor relationships (prior NICE experience is a plus, but not mandatory).
• Act as a Technical Business Analyst, delivering sophisticated analysis and reporting on customer support, call center operations, and key performance metrics.
• Monitor, analyze, and present ticket trend reports and SLA performance metrics to both internal stakeholders and external clients to proactively address operational bottlenecks.

Qualifications

• Experience: 5+ years of hands-on ServiceNow System Administration experience in a large-scale enterprise environment, preferably in the Telecom industry
• Leadership: Proven track record of leading platform governance, running technical steering meetings, and presenting platform strategies directly to leadership.
• Mentorship: Experience training, upskilling, or guiding technical team members (especially those transitioning from other legacy ITSM platforms like Remedy).
• Technical Mastery: Strong proficiency in JavaScript/GlideScript, Web Services (REST/SOAP), HTML, CSS, and ServiceNow database relationships.
• Certifications: ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) are required; ITIL Certifications are a strong plus.