Platform Administrator, ServiceNow

Be the one building AI-powered experiences where they matter most.

At Genesys we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people systems data and AI to help organizations deliver more personalized service improve operational efficiency and build stronger customer relationships.

Help build support and operate technology used by more than 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

ServiceNow Administrator
Brazil

Role Overview:
The ServiceNow Administrator is responsible for the day-to-day administration configuration operational health and continuous improvement of the ServiceNow platform. This role helps ensure the platform remains stable secure performant and aligned with enterprise governance and ServiceNow best practices. The ServiceNow Administrator works closely with Engineers Business Analysts Product Owners process owners and other stakeholders to support platform operations troubleshoot issues maintain configurations and implement standard enhancements. The role also contributes to platform health data quality automation and an improved user experience.

Key Responsibilities:

• Administer and maintain ServiceNow users groups roles ACLs access controls system properties and other core platform configurations.

• Configure and maintain forms lists views UI Policies Data Policies Business Rules notifications assignment rules and other standard platform capabilities.

• Create configure and maintain Service Catalog items Record Producers variables approvals and related request fulfillment configurations.

• Support core ServiceNow capabilities including ITSM Employee Center Knowledge Management Service Catalog and related platform services.

• Monitor platform health scheduled jobs integrations system logs failed transactions email processing and other operational indicators identifying and escalating issues as needed.

• Troubleshoot platform incidents and configuration issues and collaborate with Engineers when advanced development or technical remediation is required.

• Create and maintain operational reports dashboards scheduled reports and platform metrics.

• Monitor platform data quality and support remediation of duplicate incomplete obsolete or inconsistent records.

• Support ServiceNow upgrades patches clones releases regression testing and post-deployment validation activities.

• Perform configuration and administrative changes following established SDLC change management testing and release processes.

• Maintain platform documentation configuration records administrative procedures knowledge articles and operational runbooks.

• Support basic Flow Designer automations and workflow configurations following established engineering and architecture standards.

• Partner with Engineers and Architects to follow ServiceNow best practices maximize out-of-the-box capabilities and minimize unnecessary customization and technical debt.

• Ensure platform administration activities comply with security access management audit governance and enterprise standards.

• Support users and stakeholders by providing platform guidance troubleshooting assistance and knowledge transfer.

• Stay current with ServiceNow releases platform capabilities administration best practices and opportunities for continuous improvement.

• Gain exposure to additional ServiceNow AI capabilities including AI Agents AI Search intelligent automation and other platform AI features.

Required Qualifications:

• At least 2 years of hands-on ServiceNow administration experience.

• Good understanding of ServiceNow platform administration including users groups roles ACLs forms lists notifications and platform configuration.

• Hands-on experience with Service Catalog configuration including Catalog Items Record Producers variables and approvals.

• Experience configuring standard ServiceNow capabilities such as UI Policies Data Policies Business Rules and notifications.

• Working knowledge of JavaScript and ServiceNow scripting sufficient to troubleshoot and maintain standard platform configurations.

• Experience troubleshooting ServiceNow incidents and configuration issues.

• Understanding of core ITSM processes including Incident Request Problem Change Knowledge and Service Catalog.

• Advanced to fluent English as the role requires daily collaboration with global teams and stakeholders.

Preferred Qualifications:

• Experience with ServiceNow reports dashboards testing releases or platform upgrades.

• Familiarity with Agile and SDLC delivery processes.

• ServiceNow Certified System Administrator (CSA) certification.

• ITIL Foundation 4 or ITIL 5 certification.

Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era Build future-ready skills through mentorship learning programs leadership development and education support.
• Time to recharge and give back Benefits include paid volunteer time August Free Fridays well-being resources and regionally tailored programs for employees and their families.
• Recognized globally Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply heres what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and if your background is aligned schedule a Zoom interview.

• Next youll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time with no more than five interviews in most cases.

• After interviews are complete our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how were applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Employee Referral

If a Genesys employee referred you please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying you or someone you know may contact us at .

You can expect a response within 2448 hours. To help us provide the best support click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationsuch as application follow-ups or resume submissionsmay not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.