ServiceNow Administrator

Company Overview

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Job Summary

The ServiceNow Administrator will establish governance practices for the daily health, maintenance, and operation of the ServiceNow platform. This role is critical in ensuring that the ServiceNow operations and maintenance practices are embedded into Google’s IT Operations processes to maintain platform stability, performance, and operational efficiency.

Responsibilities

• Document and implement 'in-platform' best practices for user and group administration, system upgrades, performance monitoring, advanced scripting, and more.
• Ensure the timely response to all tickets raised by client end users.
• Provide solutions for service requests while maintaining quality parameters.
• Act as the custodian of the client's network/system/infrastructure to ensure proper functioning and upkeep.
• Perform root cause analysis of raised tickets and create action plans for resolution to ensure client satisfaction.
• Coordinate with onsite teams for complex problem resolution and ensure timely client servicing.

Qualifications

• Educational Qualifications: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 7+ years of direct hands-on experience in administering the ServiceNow platform in large enterprises (10,000+ users).
• Strong expertise in core IT Service Management (ITSM), Configuration Management Database (CMDB), IT Operations Management (ITOM), IT Asset Management (ITAM), and Governance, Risk, and Compliance (GRC) modules.
• Expert-level scripting capabilities in JavaScript, Glide, and Angular JS for automation.
• Proven ability to implement complex bi-directional integrations with first-party (1P) and third-party (3P) platforms (e.g., SAP, Salesforce, Workday) using multiple API tools.
• Experience in project and release management for multiple major platform implementations.

Preferred Skills

• Familiarity with documentation and implementation of best practices in ITSM processes.
• Experience in performance monitoring and health checks of the ServiceNow platform.
• Knowledge of advanced reporting and dashboard creation within ServiceNow.

Experience

• 7+ years of relevant experience in ServiceNow administration.
• Minimum of 3-5 years in direct IT Service Management roles.

Environment

Flexible location, preferably in India for proximity to engineering teams. The role may require coordination with global teams, making flexible working hours likely.

Salary

Estimated salary rate is $200K per month.

Growth Opportunities

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Benefits

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