Description:
The ServiceNow Administrator is responsible for managing, optimising, and maintaining high-quality ServiceNow AI Platforms using best-practice patterns. This role must balance operational efficiency with long-term platform sustainability and will operate with a high degree of autonomy.
Key Responsibilities
- AI Platform Administration & Governance
- Administer and oversee ServiceNow instances across multiple environments (Dev, Test, Prod)
- Establish and enforce configuration standards, guardrails, and best practices
- Manage system upgrades, patches, and version updates with minimal disruption
- Monitor platform performance, health, security, and user access controls
- Configuration & Optimization
- Configure core capabilities (e.g., AI, ITSM, CSM, Now Assist, EC/Portals, workflows, flows, catalog, ITOM, PA)
- Implement reusable, scalable components using out-of-the-box functionality
- Minimize customization and avoid introducing technical debt
- Optimize system performance and user experience
- Integration & Data Management
- Develop and maintain integrations (REST/SOAP APIs, external systems)
- Manage CMDB and data structures for integrity and accuracy
- Oversee data imports, exports, and synchronization processes
- Support API connections and middleware configurations
- Stakeholder Engagement
- Work closely with architects and technical leads to align on design standards
- Provide expert guidance to users and support teams
- Troubleshoot and resolve platform issues
- Contribute to documentation, runbooks, and knowledge sharing
- Continuous Improvement
- Proactively identify opportunities to improve platform efficiency and sustainability
- Stay current with ServiceNow updates, emerging capabilities and relevant certifications
Qualifications
Required Experience
- 2+ years hands-on ServiceNow administration experience
- Experience across multiple modules
- Advanced configuration capability (workflows, Business Rules, Flow Designer)
- Experience with integrations and working with APIs
- Solid understanding of CMDB and CSDM
- Proven ability to operate independently in a senior capacity
- ServiceNow Certified System Administrator – mandatory
- ServiceNow Advanced Administrator – desirable
- ServiceNow Data Foundations Certification – desirable
- ITIL 4 / 5 foundation - desirable
Key Attributes
- Delivery-focused and pragmatic
- Avoids over-engineering solutions
- Comfortable operating as a senior administrator in a small team
- Understands trade-offs between speed and sustainability
- Proactive in improving how the platform is managed and configured