Job
Description
What you will do In this vital role will be responsible for the day-to-day administration, maintenance, and support of the ServiceNow platform, focusing on self-service automation modules. Your role will primarily involve request fulfillment, incident response, platform maintenance, and general system administration duties. While this is primarily an administrative role, you will also assist with junior development tasks such as creating workflows, solving issues, and performing application configurations. You will work closely with internal collaborators to ensure that self-service solutions, such as Employee Center Pro, Knowledge Management (KM), and Virtual Agent, are operating smoothly and meeting business needs. Roles & Responsibilities: Provide day-to-day administrative support for the ServiceNow platform, including Employee Center Pro/Service Portal, Knowledge Management (KM), and Virtual Agent Fulfill service requests, ensuring timely and accurate delivery of solutions to meet user needs Respond to and resolve incidents related to self-service automation, ensuring minimal downtime and disruption Perform routine maintenance tasks, including patching, platform upgrades, and system health monitoring Assist in developing and maintaining knowledge articles within the Knowledge Management module to improve user self-help capabilities Support customization and configuration of ServiceNow features such as forms, fields, workflows, and notifications Perform fix of platform issues and collaborate with senior developers or platform owners for advanced issue resolution Assist with the setup, configuration, and management of Virtual Agent for automated workflows Monitor platform performance and usage, identifying areas for improvement and making recommendations to optimize system efficiency Ensure the platform adheres to role-based access control (RBAC) and security protocols Collaborate with end users to gather feedback on the self-service automation experience and implement necessary adjustments Provide general support for UI workspace and mobile application usage related to self-service automation, troubleshooting minor issues as needed Create and maintain detailed documentation for platform changes, updates, and administrative processes for future reference and knowledge sharing Stay up to date with the latest ServiceNow releases, best practices, and technologies to continuously improve the self-service platform Basic Qualifications: Masters degree with a 1 - 3 years of experience in Computer Science, IT or related field OR Bachelors degree with 3 - 5 years of experience in Computer Science, IT or related field OR Diploma with 7-9 years of experience in Computer Science, IT or related field Must-Have Skills: ServiceNow Administration: Familiarity with configuring and maintaining Employee Center Pro, Service Portal, and other self-service modules within ServiceNow, including user roles, access control, and portal pages. Automation & Workflow Configuration: Experience with automation tools like Flow Designer for creating workflows to enhance self-service capabilities and streamline common tasks. Knowledge Management (KM) Setup: Understanding of Knowledge Management fundamentals, including creating, categorizing, and maintaining knowledge articles, and configuring knowledge base permissions. Virtual Agent & Mobile App Configuration: Ability to configure and manage ServiceNows Virtual Agent and Now Assist generative AI for automated interactions, as well as setup and support of mobile apps for accessing services on the go. Good-to-Have Skills: Service Portal Customization: Knowledge of HTML, CSS, and JavaScript to make minor customizations to Service Portal and Employee Center Pro for a better user experience. Performance Analytics (PA) Reporting: Understanding of Performance Analytics to create reports and dashboards that track self-service performance and user satisfaction. Scripting Fundamentals: Exposure to JavaScript and Glide scripting for minor customizations and troubleshooting within the platform. Mobile & Virtual Agent Best Practices: Awareness of best practices for mobile app configuration and chatbot (Virtual Agent/GPT) optimization to improve responsiveness and engagement. Professional Certifications (please mention if the certification is preferred or required for the role): ServiceNow Certified System Administrator (Preferred) ServiceNow Certified Application Developer (Preferred) ServiceNow Certified Implementation Specialist (CIS) micro-certifications in Service Portal, Performance Analytics or Virtual Agent (preferred) Soft Skills: Excellent analytical and troubleshooting skills Strong verbal and written communication skills Ability to work effectively with global, virtual teams High degree of initiative and self-motivation Ability to manage multiple priorities successfully Team-oriented, with a focus on achieving team goals Strong presentation and public speaking skills
