ServiceNow System Administrator
On-siteIslamabad, Islamabad, Pakistan or Nairobi, Nairobi County, Kenya
Job Summary
Provide Tier 1 and Tier 2 end-user support for ServiceNow incidents, requests, access issues, and catalog items, escalating complex technical problems to the Senior System Administrator. Administer core platform components including users, roles, forms, reports, and dashboards while configuring workflows, approvals, and automation using Flow Designer. Assist with scripting customizations, testing integrations via REST/SOAP APIs, and validating upgrades and release patches. Collaborate with stakeholders to gather requirements, document user stories, and conduct regression and user acceptance testing. Develop training materials and deliver quarterly sessions to improve user adoption and platform stability.
Required Qualifications
- Bachelor's degree in computer science, Information Systems, or a related field, or equivalent professional experience
- Minimum of 3 years of hands-on experience with ServiceNow administration
- ServiceNow Certified System Administrator certification
- Experience supporting core ServiceNow modules such as Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management
- Experience with user administration, group management, role assignments, access support, and basic security administration
- Experience configuring and maintaining ServiceNow forms, lists, tables, catalog items, record producers, reports, dashboards, workflows, and notifications
- Basic to intermediate JavaScript experience within the ServiceNow platform, including exposure to Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and scheduled jobs
- Experience supporting testing, release validation, documentation, and end-user training
- Strong analytical, troubleshooting, communication, and documentation skills
- Ability to work collaboratively with technical teams, business stakeholders, and end users
Desired Qualifications
- ServiceNow Certified Application Developer certification
- Experience with Flow Designer, approvals, automation, and platform process improvements
- Experience supporting ServiceNow integrations using REST/SOAP APIs, IntegrationHub, or other approved integration methods
- Experience with Service Portal configuration and enhancement, including pages, widgets, catalog experiences, and user-facing functionality
- Experience with Automated Test Framework, regression testing, update sets, patches, upgrades, and release validation
- Experience supporting ITIL-based processes and ServiceNow platform best practices
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