Perform administration, configuration, and support for domain-separated ServiceNow instances.
Implement and maintain ITSM, CSM, CMDB, and Asset Management functionalities.
Manage and optimize Service Operations Workspace and other ServiceNow workspaces for improved agent productivity.
Develop and troubleshoot Client Scripts, UI Actions, UI Policies, Business Rules, Roles, and ACLs.
Design and maintain workflows, Flow Designer flows, and decision tables using Workflow Studio.
Configure Inbound Actions, Notifications, and Email Integrations.
Manage Knowledge Base, Employee Center, and Service Catalog setup and permissions.
Build and maintain reports, dashboards, and performance/ platform analytics indicators.
Administer SLAs, Surveys, and Assessments to measure service delivery quality.
Support and configure Automated Work Assignment (AWA), Predictive Intelligence, and Virtual Agent experiences.
Architect and manage API integrations with external tools using REST, SOAP, JSON/XML, Postman, and Integration Hub.
Maintain the CMDB integrity, discovery schedules, and relationships across domains.
Troubleshoot platform issues, perform root cause analysis, and apply sustainable fixes.
Ensure adherence to ServiceNow governance, domain separation, and security standards.
Develop and maintain Customer & Employee Center Portals within ServiceNow TPSM, providing users with intuitive self-service capabilities.
Design and create reports and dashboards to provide insights into IT service performance and key metrics to internal and external customers using Performance and Platform Analytics.
Explore and introduce AI capabilities.

What You Will Bring To The Table

Documentation and Knowledge Sharing

Responsible for documentation of user stories post requirements gathering sessions with associated acceptance critieria
Document system configurations, procedures, and best practices for ServiceNow ITSM administration and usage.
Provide training and knowledge transfer sessions to IT staff and end-users on ServiceNow ITSM functionality and capabilities.
Foster a culture of knowledge sharing and collaboration within the ITSM team.

Process Optimization

Collaborate with IT stakeholders to analyze existing processes and identify areas for improvement.
sign and implement optimized workflows, automation, and integrations within ServiceNow.
Continuously review and refine processes using the ITIL framework to enhance efficiency, quality, and user experience.

ServiceNow Ongoing Support and Administration

Work with Managed Services Teams to implement new service requirements within best practices and standardizations.
Troubleshoot and resolve any issues.

QUALIFICATIONS

Bachelors or masters degree in computer science, Information Technology or a related field.
ServiceNow Certified Associate/Professional.
5-8 years of minimum experience in ServiceNow ITSM development and administration.
Ability to work independently, navigate ambiguity, solve complex challenges, and operate in a fast-paced team environment.
Experience is delivering Time & Material (T&M) projects for external customers
Excellent collaboration and problem-solving skills.
Excellent verbal and written communication skills.
Passion for continuously improving performance and customer satisfaction.

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