Minimum of 4 years of experience as a ServiceNow Administrator, with at least 2 year in an L2 support role. ServiceNow Certified System Administrator (CSA) certification is required; ServiceNow Certified Implementation Specialist certification is preferred. Deep understanding of ServiceNow functionality, including ITSM, ITOM, ITBM, and other modules. Proficiency in ServiceNow scripting languages such as JavaScript, GlideScript, and Jelly. Experience with ServiceNow integrations, including REST APIs, MID Servers, and Web Services. Strong problem-solving skills and the ability to troubleshoot complex technical issues. Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams. Manage and maintain the Configuration Management Database (CMDB), ensuring data accuracy and completeness. Configure and manage IT Operations Management (ITOM) processes, including MID Server configurations and Discovery. Implement and support Virtual Agent functionalities to enhance user interactions. Oversee configuration management activities to ensure system integrity and compliance. Administer and configure the ServiceNow platform in line with business requirements and best practices. Perform platform upgrades, patches, and enhancements in collaboration with IT teams. Create and manage user accounts, roles, and groups to ensure proper access controls and permissions. Configure and maintain ServiceNow modules, including Incident Management, Change Management, Problem Management, and Service Catalog. Develop and maintain ServiceNow workflows, business rules, UI policies, and other customizations as needed. Monitor system performance, troubleshoot issues, and optimize platform performance. Collaborate with stakeholders to gather requirements and implement new features and functionality. Provide technical support and assistance to end-users, including troubleshooting and issue resolution. Create and maintain documentation, including system architecture diagrams, configuration guides, and knowledge base articles. Stay current with ServiceNow releases, updates, and best practices, and recommend improvements to existing processes and procedures. Experience working in an Agile development environment, Value Stream Management (VSM) and Security Operations (SecOps) is a plus
