Servicenow Administrator

Job Summary:

The GTM Technical Specialist resolves complex incidents, problems and tasks, applying advanced troubleshooting skills to maintain the stability and performance of the ServiceNow applications supporting the Go-to-Market function. This role acts as the bridge between the L1 team and the core ServiceNow development/engineering group.

Key Responsibilities:

• Advanced Incident Resolution: Resolve escalated GTM-related incidents involving complex data issues, broken script logic, UI/UX errors in custom GTM applications, and configuration faults.
• Integration Troubleshooting: Diagnose and resolve data synchronization and integration failures between ServiceNow and upstream/downstream GTM systems (e.g., CRM, ERP, Partner Portals, Dynamics CRM and Outreach) using tools like Integration Hub.
• Configuration Management: Perform basic administrative and configuration tasks: modify Business Rules, Client Scripts, ACLs, and update workflows relevant to GTM processes.
• Problem Management: Lead problem management efforts by identifying the root cause of recurring GTM process issues and proposing permanent fixes.
• Deployment Support: Assist in testing and validating new GTM application releases, patches, and upgrades.

Required Qualifications & Skills:

• Bachelors degree in computer science, IT, or a related technical field.
• 2-5 years of experience in ServiceNow application support or administration.
• Advanced troubleshooting of complex business rules, data integrity issues, workflow failures, and addressing integration errors between ServiceNow and other systems (like Salesforce or SAP).
• ServiceNow Certified System Administrator (CSA) certification is highly preferred.
• Strong technical knowledge of JavaScript and how it is used in ServiceNow scripting.
• Hands-on experience with ServiceNow features relevant to business workflows.
• Experience troubleshooting REST/SOAP API integrations and understanding web application components.
• Working knowledge of ITIL principles (ITIL Foundation certification is a plus).