ServiceNow Service Desk & Administrator

Job Title

ServiceNow Service Desk & Administrator

About the Role

We are seeking an experienced ServiceNow Service Desk & Administrator with strong hands-on experience in administering configuring and supporting the ServiceNow platform. The ideal candidate will be responsible for managing Service Desk operations maintaining ServiceNow modules configuring workflows and providing L2/L3 support to ensure stable and efficient IT service delivery.

Key Responsibilities

• Administer configure and maintain ServiceNow modules such as Incident Problem Change Request Knowledge CMDB and Asset Management.
  
• Provide L2/L3 support for ServiceNow platform issues troubleshooting and resolving incidents in a timely manner.
  
• Configure business rules client scripts UI policies workflows notifications and form layouts.
  
• Manage user roles groups access controls and security rules.
  
• Support Service Desk operations including ticket triage prioritization and escalation.
  
• Monitor system performance logs and integrations to ensure platform stability.
  
• Perform platform upgrades patches and testing activities.
  
• Work closely with business stakeholders to gather requirements and translate them into technical solutions.
  
• Develop and maintain documentation for configurations processes and user guides.
  
• Ensure ITIL best practices are followed across ServiceNow processes.
  

Requirements

Required Qualifications

• Bachelors degree in Computer Science Information Technology or related field.
  
• 36 years of experience in ServiceNow administration and Service Desk support.
  
• Strong hands-on experience with ITSM modules (Incident Problem Change Request Knowledge CMDB).
  
• Experience with scripting (JavaScript Glide API).
  
• Understanding of ITIL processes and service management best practices.
  
• Experience with ServiceNow integrations (REST/SOAP LDAP AD).
  
• Strong troubleshooting and analytical skills.
  
• Excellent communication and stakeholder management skills.
  

Preferred Skills

• ServiceNow CSA (Certified System Administrator) or CIS (Certified Implementation Specialist).
  
• Experience with Service Portal Performance Analytics and Reporting.
  
• Exposure to HRSD ITOM or CSM modules.
  
• Experience working in a global support environment.
  

Key Competencies

• Customer-focused mindset
  
• Strong problem-solving ability
  
• Attention to detail
  
• Ability to handle multiple priorities
  
• Team player with proactive attitude