ServiceNow Administrator
Location: Remote in the United States | Eastern or central time zones
Employees: 650 | Team Size: 8 | Revenue: $100M+ | Industry: B2B SaaS, Healthcare, Government
Responsibilities:- Administer and configure the company’s ServiceNow ITSM platform: incident, problem, change, service request and service catalog, following ITIL practices
- Maintain the CMDB (the database of IT assets), keeping records and relationships accurate through regular audits and data reconciliation.
- Build and update workflows, forms, business rules, notifications and service catalog items.
- Create reports, dashboards and SLA metrics, and help gather data for KPIs.
- Install, configure, test and maintain cloud applications and their integrations (single sign-on, APIs, data connectors)
- Check daily that cloud applications are available, performing well and running correctly
- Troubleshoot complex application issues, often working with vendors, developers and other IT staff.
- Tune application performance, and track usage, capacity and licensing needs.
- Manage user accounts, roles and permissions, and help with periodic access reviews.
- Coordinate application updates, patches and upgrades, and test them in non-production before release.
- Verify that data backup, export and recovery are working and help with disaster recovery and business continuity plans.
- Recommend ways to automate or improve administration tasks.
- Follow incident and change management policies, work with leadership on project requirements, and support project teams.
- Join the support rotation, including on-call and after-hours work when needed.
- Write and maintain technical and process documentation.
- Follow security and privacy rules (HIPAA, FedRAMP, NIST 800-53) and complete the required training.
Requirements:- 5+ years administering business applications (SaaS and PaaS) in the cloud 3+ years of hands-on ServiceNow administration (5+ preferred)
- Hands-on experience with ITSM modules (incident, problem, change, service request, service catalog) and CMDB design and data integrity
- Working knowledge of ITIL processes
- Experience with SSO, REST APIs and data connectors
- Experience managing user provisioning, roles and access controls.
- Experience with application performance monitoring tools, and with backup and recovery procedures.
- Able to work within regulated environments (FedRAMP, HIPAA, NIST 800-53)
- Strong communication, documentation, troubleshooting and organization skills, including explaining technical topics to non-technical people.
- Proficient in Word, Outlook, Excel and PowerPoint (or willing to train).Bachelor’s degree or equivalent experience.
- ServiceNow Certified System Administrator (CSA), or able to get it within 3 months of hire.
- Preferred Experience
- ServiceNow CIS (ITSM, Discovery or CMDB) and/or ITIL 4 Foundation
- Experience with other ServiceNow products (ITOM, Discovery, HRSD, SecOps, GRC), Performance Analytics, or federal, healthcare or other regulated environments
- Familiarity with Agile, DevOps, and CI/CD for Service
- NowScripting skills (PowerShell or Python) and experience building automation tools
- Cloud certifications - Azure Administrator Associate or AWS SysOps Administrator
- Compensation$65.00 - $70.00 per hour
