Job Summary
Position / Role
System Administrator (ServiceNow)
India Work Location
Kolkata , IN
Shift Timing (if any)
Preferably UK Shift
Required Total Experience
5 number of years
Required Role/Skill Specific Experience
3+ Years in ServiceNow administration
Key Accountabilities:
• Monitor health, usage and overall compliance of ServiceNow and its applications.
• Assist in building and maintaining internal technical documentation, manuals, policies, and processes.
• Lead ServiceNow upgrade planning and execution platform upgrades, including patches,
Schedule and verify instance clones.
• Develop, support, and maintain system integrations
• Develop systems integrations and process automation.
• Manage Update Set creation and migration
• Configure and maintain SLA, Service Request catalogue items and their associated workflows.
• General support, administration and maintenance of the ServiceNow platform and associated applications.
• Manage Instance Security, User/Group Access/Access Control Lists
• Working with multiple domains set up, differing configurations of ServiceNow based on Business Unit needs
• Working closely with IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practice
• Be the point of escalation for all technical challenges related to the platform
• Interface with 3rd party supplier at a senior technical level to resolve issues and agree resolution actions
Experience and expertise.
• ITIL v3 Certification
• ServiceNow System Admin certification is a must (admin or higher);
• 3+ years’ experience with ServiceNow administration.
• Demonstrated ability with ServiceNow incident, request, CMDB and knowledge management, Customer Service Management, and ITOM applications.
• Experience in IT service management.
• Ability to analyze, troubleshoot and resolve complex software application related problems.
• Exceptional customer service skills.
• Applies standard methodology, techniques, procedures and criteria.
• Ability to analyze raw results, determine/resolve bottlenecks, and create meaningful documentation of testing scenarios and results.
• Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes.
• Experience troubleshooting integration management, security, workflows, and application issues.