2. POSITION SUMMARY
The Service Now Administrator is responsible for the day-to-day administration, configuration, and maintenance of the Service Now platform. This role ensures the platform operates efficiently to support IT Service Management (ITSM), IT Asset Management (ITAM), and other enterprise service delivery functions. The administrator works closely with IT teams, business stakeholders, and external partners to optimize workflows, maintain system integrity, and drive continuous improvement of the Service Now environment.
3. KEY RESPONSIBILITIES
Platform Administration & Configuration Administer and maintain the Service Now platform including ITSM, ITAM, and Hardware Asset Management (HAM) modules Configure and customize Service Now applications, forms, workflows, business rules, UI policies, and client scripts Manage user accounts, roles, groups, and access control lists (ACLs) in accordance with security policies Perform platform upgrades, patching, and plugin activation following change management procedures Maintain system health through regular performance monitoring, log analysis, and optimization
Service Management Support Configure and maintain Incident, Problem, Change, and Request Management processes aligned with ITIL 4 practices Develop and maintain Service Catalog items, including request fulfillment workflows and approval processes Create and manage Knowledge Base articles and self-service portal content to enable Shift Left capabilities Configure SLA definitions, notifications, and escalation rules per the ABH SLA Framework Support the Service Desk team with technical guidance and L2/L3 escalation support for platform issues
Asset Management Administer Hardware Asset Management (HAM) module for tracking IT assets across 13+ sites Configure and maintain the Configuration Management Database (CMDB) with accurate asset relationships Support Software Asset Management (SAM) processes including license compliance tracking Implement Discovery integrations to automate asset inventory and relationship mapping Integration & Reporting Develop and maintain integrations with Microsoft 365, Oracle Fusion, and other enterprise systems using REST APIs, Integration Hub, or MID Server Create and maintain reports, dashboards, and Performance Analytics to support KPI tracking and management reporting Configure email notifications, inbound email actions, and other communication workflows Support data import/export activities and maintain data quality standards
Continuous Improvement & Compliance Identify opportunities for process automation and platform optimization Document platform configurations, procedures, and technical specifications Ensure platform compliance with ABH IT policies, PDPL, and NCA cybersecurity requirements Coordinate with Plat4motion (Service Now implementation partner) for advanced configurations and support escalations Stay current with Service Now releases, features, and best practices through continuous learning
4. QUALIFICATIONS
Education Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
Required Certifications Certification ITIL 4 Foundation : Required Service Now Certified Implementation Specialist (CIS-ITSM) : Preferred Service Now Certified Implementation Specialist (CIS-HAM) : Preferred
5. TECHNICAL SKILLS Service Now Platform System Administration, Configuration, Business Rules, Client Scripts, UI Policies, ACLs, Update Sets, Flow Designer Service Now Modules ITSM (Incident, Problem, Change, Request), ITAM, HAM, CMDB, Service Catalog, Knowledge Management, Service Portal Development Skills Java Script (Glide Record, Glide Ajax), REST/SOAP APIs, HTML, CSS Integration Integration Hub, MID Server, REST APIs, LDAP/SSO, Microsoft 365 integration experience preferred Reporting Reports, Dashboards, Performance Analytics, Scheduled Jobs