Description

You will lead platform strategy, complex configuration initiatives, mentor junior team members, and serve as the primary escalation point for platform issues across the supported application portfolio.

Responsibilities

• Own end-to-end configuration, administration, and continuous improvement of ServiceNow (ITSM and additional modules as applicable), including workflows, business rules, ACLs, notifications, and CMDB/Asset Management
• Lead the design and governance of core ITSM processes (Incident, Problem, Change, Request)
• Manage platform upgrades, release testing, and vendor/implementation partner engagements
• Build advanced reporting, dashboards, and SLA/KPI metrics for IT leadership
• Serve as systems analyst for additional platforms (Smartsheet, SharePoint, Power Automate, etc.), gathering requirements, designing solutions, and maintaining configurations
• Lead integration efforts between ServiceNow and other enterprise systems (M365, IAM/identity platforms, HRIS)
• Ensure all supported platforms meet audit, compliance, and ITGC/SOX control requirements
• Evaluate new tools and platform capabilities; make adoption recommendations to leadership
• Own documentation standards and end-user training materials across supported platforms

Qualifications

• Required
  • 5–7+ years administering and configuring ServiceNow, including complex workflow and integration work
  • ServiceNow CSA certification
  • Proven experience as a systems analyst on at least one additional platform (SharePoint, Smartsheet, Power Platform, Salesforce, or similar)
  • Strong ITIL knowledge and hands-on process design experience
  • Experience in a governance/compliance-driven environment (SOX, ITGC, audit controls)
  • Ability to work independently with executive stakeholders and translate ambiguous business needs into scalable system solutions
  • Scripting/configuration proficiency (JavaScript, Glide API) and familiarity with low-code automation
• Preferred
  • CIS certification(s) (CIS-ITSM, CIS-CSM, etc.)

Key Skills

Education

Any Graduate