ServiceNow ITSM Admin

Job Description

The ServiceNow ITSM Admin provides administrative assistance for the ITSM module and technical support across IT, HR, S2P, and MDM helpdesks. This role leads and oversees ServiceNow Support Specialists, acts as the “helpdesk for the Helpdesk” for platform issues, and partners with process/governance leads to keep operations stable, standardized, and continually improving.

Reports to the IT GHD Helpdesk Manager; collaborates closely with Global Process Owner (GPO) and ServiceNow Support Specialists, helpdesk managers, process owners (Incident/Request/Change/Knowledge), and Solution/Platform Architects.

Responsibilities (1 or 2)

Platform Administration (ITSM focus)

• Administer core ITSM apps (Incident, Request, Problem, Change, Knowledge): users/roles, groups, SLAs, categories, assignment rules, notifications, and service catalogs.
• Maintain configuration records (update sets, scope apps), run platform upgrades/patches, and ensure non prod → prod promotion discipline.
• Monitor instance health, performance, and error logs; triage platform issues and coordinate fixes with support specialists or the vendor as needed.

Helpdesk Enablement & Technical Support

• Serve as the primary technical contact for L1/L2 teams across IT, HR, S2P, and MDM; troubleshoot agent workspace, forms, lists, dashboards, and integrations.
• Create/adjust views, UI policies, business rules, and flows to improve usability and throughput while honoring governance standards.
• Provide “how to” guidance, quick reference materials, and office-hours for fulfillers and supervisors.

Responsibilities (2 or 2)

Team Leadership

• Oversee ServiceNow Support Specialists: assign work, review quality, and coach on best practices (catalog/workflow hygiene, SLA setup, data integrity).
• Enforce queue hygiene and escalation discipline; measure response/resolution KPIs and drive corrective actions.
• Ensure continuity of support by establishing a backup or BCP framework.
• Perform team member evaluation during midyear and end of year performance development review.

Change & Release Coordination

• Partner with the Change Control Board facilitator to plan admin/config changes, validate Rollback plans, and complete post implementation reviews.
• Own deployment calendars and pre /post upgrade checklists for DEV/TEST/PROD; safeguard stability during releases.
• Be able to clearly communicate and properly articulate any proposed changes to the Change Control Board.
• Create, review and secure IT Bulletin draft approval for all approved changes.

Knowledge & Data Quality

• Support Knowledge Managers with KCS aligned article templates, feedback flows, expiration/revalidation, and deflection reporting.
• Perform routine data quality checks (assignment groups, reference data, CI relationships) and remediate inconsistencies.

Reporting & Continual Improvement

• Build operational dashboards (SLA, backlog aging, FCR, change success, knowledge usage) and recommend improvement actions.
• Standardize request/incident intake patterns and catalog item structures to reduce rework across helpdesks.
• Identify and propose best practice or new features and capabilities of ServiceNow to GBS Helpdesk departments that aim to promote ease of access, technology enhancement (Features and UI) tools integration that will improve both provisioners and end users experience.

Required Qualifications

• 3–5+ years administering ServiceNow (ITSM) in a multi‑helpdesk environment.
• Hands‑on with roles/groups, SLAs, catalog/workflows, notifications, UI policies/business rules, Flow Designer, and update sets.
• Experience leading or mentoring support specialists; strong triage and stakeholder communication skills.
• Familiarity with ITIL practices (Incident, Request, Change, Knowledge) and basic Performance Analytics.

Preferred Qualifications

• ServiceNow CSA (Administrator) certification; micro‑certs in ITSM/Agent Workspace/KCS are a plus.
• Exposure to HRSD authorizations (COE security), CMDB fundamentals, and integration basics (MID/REST/SOAP).
• Experience with platform upgrade planning, test coordination, and release management.

Benefits

• Guaranteed 14th month Pay
• Above-market Retirement Plan Design
• LinkedIn Learning Access
• Established Performance Incentive Program
• HMO coverage for employees on day 1
• Free HMO coverage for up to 3 qualified dependents
• Educational Assistance