Overview In this role you will administer, configure, and support the ServiceNow platform to keep ITSM processes stable and efficient. You will work closely with cross-functional teams to implement standard platform capabilities, troubleshoot issues, and advance ServiceNow knowledge. You'll drive improvements in self-service and user experience while aligning with governance and security standards. This is a hands-on position with opportunities to leverage AI features to enhance automation and service delivery.
Compensation / Benefits- work/life balance
- professional training resources
- volunteer opportunities
- remote work where applicable
Responsibilities- Administer, configure, maintain and support the ServiceNow platform and core ITSM capabilities
- Manage users, groups, roles, access, forms, fields, notifications, catalog items, and standard workflows
- Support Incident, Request, Problem, Change, Knowledge, and Service Catalog processes
- Troubleshoot platform and configuration issues and collaborate with technical teams on complex problems or integrations
- Configure forms, tables, fields, UI policies, business rules, workflows, Flow Designer, notifications, reports, and dashboards
- Support platform upgrades, patches, testing, reporting, dashboards, and routine health activities
- Experience with ServiceNow integrations, REST/SOAP APIs, IntegrationHub or other enterprise integration technologies
- Support emerging ServiceNow AI capabilities (Now Assist, Virtual Agent) and AI-driven automation
- Identify opportunities to improve self-service and user experience
- Maintain platform documentation and adhere to security, change, and governance standards
- Perform other duties as assigned and comply with policies and standards
Key requirements- 2-4 years hands-on ServiceNow administration or configuration experience
- Working knowledge of ServiceNow ITSM (users, groups, roles, forms, catalog items, workflows/Flow Designer, reports, dashboards)
- Strong troubleshooting, analytical, organizational, and communication skills
- Basic familiarity with ServiceNow scripting, integrations or APIs; advanced development not required
- Forward-looking mindset to leverage AI, intelligent automation, and emerging ServiceNow capabilities
- Familiarity with ITIL practices and enterprise ITSM environments
- Ability to communicate technical concepts to both technical and non-technical audiences
- Ability to partner with stakeholders, understand requirements, evaluate alternatives, and reach consensus
- Ability to manage multiple priorities and work independently with limited supervision
- Strong attention to detail and commitment to platform stability, security, documentation, and data quality
- US citizen
- strong communication
- analytical thinking
- problem-solving
- ServiceNow ITSM
- Flow Designer
- Reports and Dashboards
