ServiceNow Administrator

We are seeking a skilled and motivated ServiceNow Administrator to join our team during a key phase of IT transformation. As we transition from Ivanti Service Manager to ServiceNow, this role will support the implementation project and take long-term ownership of the platform. The successful candidate will ensure the system is optimised, scalable, and aligned with business needs, while also driving continuous improvement and innovation.

Key Responsibilities

This list is not exhaustive and may include other duties assigned by the manager.

• Work alongside external consultants during the ServiceNow implementation project.
• Liaise with internal stakeholders and process owners to gather and understand requirements during requirements gathering sessions.
• Configure and maintain core ServiceNow modules: Incident, Request, Self-Service, CMDB, and Change Management.
• Carry out day-to-day administration, including user and group management, roles, and permissions.
• Develop and maintain workflows, business rules, UI policies, and client scripts.
• Monitor system performance and ensure data accuracy and integrity.
• Provide support and training to end-users as required.
• Lead future enhancements and continuous improvement initiatives.
• Keep up to date with ServiceNow developments and best practices.

Required Skills and Experience

• 3 to 5 years of hands-on experience as a ServiceNow Administrator
• Demonstrable experience as a ServiceNow Administrator in a similar environment.
• Hands-on expertise with Incident, Request, CMDB, Change, and Self-Service modules.
• Strong understanding of ITIL processes and service management principles.
• Experience with ServiceNow configuration and customisation (e.g., workflows, business rules, client/server scripts).
• Familiarity with access controls, security roles, and permissions.
• Ability to diagnose and resolve technical issues independently.

Desirable Skills and Experience

• ServiceNow Certified System Administrator.
• Experience with Ivanti Service Manager (to support the transition).
• Knowledge of JavaScript for scripting within ServiceNow.
• Experience with ServiceNow upgrades, patching, and release management.
• Exposure to system integrations with other platforms or tools.
• Familiarity with Agile or DevOps working environments.

Soft Skills

• Excellent communication and interpersonal skills.
• Ability to collaborate effectively with both technical and non-technical stakeholders.
• Proactive and self-driven with a strong problem-solving mindset.
• Well-organised with good time management skills.
• Adaptable and open to learning new technologies and processes.
• Customer-focused with a commitment to delivering high-quality service.