ServiceNow Administrator

Applause is raising the bar for digital quality and employee experience. Recognized as a Top Workplace, Applause provides award-winning software testing and UX research solutions to top brands. Our fully managed services leverage a global team and the world's largest independent testing community. We improve digital experiences for global innovators like Google, Microsoft, PayPal, Starbucks, Vodafone, and BMW.

Reporting to the Director of Information Technology, the ServiceNow Administrator will be responsible for the day-to-day administration, configuration, maintenance, and support of our ServiceNow Platform. This role involves collaborating with various stakeholders to understand business needs, implement solutions, and ensure optimal performance of ServiceNow.

Key Responsibilities:

• Administer, configure, and maintain the ServiceNow platform, including but not limited to
• modules such as incident management, problem management, change management,
• Service Catalog, Knowledge Management, CMDB, Discovery, etc.
• Implement and manage system configurations, including business rules, UI policies,
• client scripts, UI actions, data policies, and access control lists (ACLs)
• Develop and customize forms, workflows, and automation scripts to meet business
• requirements.
• Perform regular health checks and system monitoring to ensure optimal performance
• Manage assignment groups, roles, permissions and ticket routing based on various
• business unit needs
• Provide technical support for troubleshooting ServiceNow-related issues.
• Develop and optimize workflows for various processes to increase automation
• Ensure data integrity and accuracy within the ServiceNow platform
• Configure and maintain integrations with other systems
• Develop reports and dashboards to inform stakeholders and provide insights.
• Manage ServiceNow platform upgrades, patches and hotfixes, ensuring minimal
• downtime.
• Test new features and functionalities prior to deployment to production to ensure
• compatibility.
• Provide training and documentation to end users and other IT staff on ServiceNow
• functions and best practices.
• Work closely with business stakeholders, and IT team to gather requirements, provide
• technical expertise, and implement new solutions.
• Provide occasional cross coverage and support with local IT team.
• Participate in an IT on call rotation
• Ither duties as assigned

Job Requirements and Preferred Skills:

• 3+ years of experience as a ServiceNow Administrator.
• ServiceNow Certified System Administrator (CSA) certification is highly preferred.
• Strong understanding of IT Service Management (ITSM)
• Proficiency in configuring and customizing various ServiceNow modules (example ITSM,
• CMDB, Service Catalog)
• Proficiency with JavaScript, Glide Scripting, HTML, CSS
• Familiarity with REST/SOAP APIs for integrations
• Strong written and verbal communication skills to translate technical concepts to and from non-technical users.

Why Applause?

We’re proud to cultivate an inspiring, engaging employee culture that’s consistently reflected in high employee retention rates and satisfaction. Our talented team – known as Applause Nation – is set up for success with the latest collaboration and learning tools, opportunities for career advancement, and more.

• We have a flexible work environment with top talent from across the globe

• Collaborate with an international team of 450+ passionate, talented co-workers

• Expand your portfolio with exciting, hands-on projects providing exposure to well-known, global brands

• Learn and grow through structured onboarding, in-house knowledge sessions and access to thousands of virtual courses available on demand

• Incorporate AI and other exciting technologies into your work, to help you prioritize and boost productivity

• Experience a supportive culture that emphasizes teamwork, innovation and transparency

• Share your voice! Contribute and integrate creative and innovative ideas across roles and departments

Applause Core Values:

As a global employee community, we strive to uphold the following core values, which are critical to business success and how we measure individual and team performance. Do you share our core values?

• Be Accountable: You love to take ownership, and hold yourself and others accountable to increase empowerment and success.

• Celebrate Authenticity: You love bringing your true self to work and creating genuine and trustful relationships within a diverse environment.

• In It Together: You have a team-first mindset and love collaborating with your peers.

• Create Value for Our Customers: You love delivering meaningful business impact and being a release partner for all aspects of digital quality.

• Crush Your Goals: You always strive for excellence and constantly seek ways to be better, more effective and more efficient.

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