ServiceNow Administrator
HybridNorth Carolina, United States or Hartselle, Alabama, United States
Job Summary
Conduct daily administration of production and sub-production ServiceNow instances, managing users, roles, and licenses while maintaining documentation and enforcing least-privilege access. Configure core ITSM applications including Incident, Problem, Change, Request, Service Catalog, and Knowledge Management to reflect evolving business processes, building forms, business rules, and workflows using Flow Designer to automate manual tasks. Maintain CMDB health through CI classification, relationship mapping, and data reconciliation, while administering platform integrations with NinjaOne, Microsoft Entra ID, and HR/ERP systems. Own the end-to-end upgrade cycle, from release planning and testing to production execution and validation, ensuring zero unplanned downtime. Build leadership dashboards and performance analytics widgets to track SLA attainment and backlog trends, serving as the escalation point for platform incidents and requests.
Required Qualifications
- Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related field — or equivalent combination of education and hands-on experience
- Minimum of 3 years of hands-on ServiceNow administration experience in a production environment
- ServiceNow Certified System Administrator (CSA) certification, or ability to obtain within six months of hire
- Demonstrated proficiency with Incident, Problem, Change, Request, CMDB, Service Catalog, and Knowledge Management applications
- Working knowledge of JavaScript, and familiarity with XML, HTML, CSS, and JSON as applied within the Now Platform
- Experience building integrations using REST and SOAP web services
- Solid understanding of ITIL service management practices and IT Help Desk workflows
- Strong analytical, troubleshooting, and technical writing skills, with the ability to translate business requirements into documented technical solutions
- Excellent communication and customer service skills, with the ability to work effectively with both technical teams and non-technical business stakeholders
- Must be able to participate in a scheduled on-call or after-hours rotation for platform upgrades, releases, and critical incidents
- Occasional travel to field and regional offices may be required
Desired Qualifications
- ITIL v4 Foundation certification
- ServiceNow Certified Implementation Specialist (CIS) in ITSM, or Certified Application Developer (CAD)
- Experience with ServiceNow Discovery, Service Mapping, and Software Asset Management
- Experience integrating ServiceNow with endpoint management or RMM platforms (NinjaOne, Intune) and with Microsoft 365 / Entra ID
- Experience administering ServiceNow in a construction, utility, energy, or field-services environment with a distributed workforce
- Familiarity with Agile / Scrum delivery and with Power Platform or similar low-code automation tools
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