Position Summary

The ServiceNow Administrator II is a mid-level computer systems professional responsible for independently administering, configuring, analyzing, testing, and modifying the ServiceNow platform and related workflows. This role applies systems analysis techniques, consults with business and IT stakeholders to define functional and technical requirements, and designs secure, scalable configurations, automation, integrations, and data controls based on approved specifications. The position exercises discretion and independent judgment when evaluating platform issues, recommending configuration approaches, enforcing governance standards, and supporting matters of significance related to ServiceNow stability, security, compliance, and operational effectiveness.

Primary Responsibilities

• Independently analyze business and IT stakeholder requirements and translate them into ServiceNow functional specifications, configuration designs, workflows, automation, and data controls.
• Design, configure, document, test, and modify ServiceNow applications, modules, flows, business rules, client scripts, UI policies, ACLs, data policies, integrations, scheduled jobs, and update sets based on approved requirements.
• Evaluate alternative configuration approaches, assess platform impact, and recommend scalable solutions that support operational effectiveness, security, compliance, maintainability, and long-term platform health.
• Exercise discretion and independent judgment when resolving complex platform issues, conducting root-cause analysis, determining escalation paths, and recommending corrective or preventive actions.
• Serve as administrator and technical owner for assigned ServiceNow modules such as Incident, Request, Change, CMDB, Knowledge, or related enterprise workflow capabilities.
• Administer and enhance CMDB, data governance, access controls, and platform standards to protect data integrity, audit readiness, and compliance with approved operating practices.
• Lead or materially contribute to platform upgrades, regression testing, deployment planning, release validation, and post-deployment stabilization activities.
• Partner with process owners, platform leadership, security, infrastructure, and service delivery teams to interpret requirements, provide technical recommendations, and support decisions that affect ServiceNow operations.
• Create and maintain technical documentation, configuration standards, test evidence, runbooks, and administrative procedures that support consistent and compliant platform operations.
• Identify technical debt, platform risks, data quality issues, and process improvement opportunities; recommend remediation plans and implement approved changes with minimal supervision.

Qualifications

• Bachelor's degree or equivalent experience
• 5+ years' experience in ServiceNow administration
• ServiceNow Certified System Administrator (CSA) (required)
• ITIL® 4 Foundation (required)
• CIS – IT Service Management (CIS-ITSM) or equivalent (preferred)
• Demonstrated experience performing ServiceNow administration, configuration, analysis, testing, and modification of platform applications, workflows, forms, rules, access controls, integrations, and data structures.
• Working knowledge of systems analysis techniques, including consulting with users and stakeholders to determine functional specifications, technical requirements, workflow design, and platform impact.
• Ability to design, document, test, and modify ServiceNow configurations or programs based on business and system requirements, including Flow Designer, Update Sets, UI Policies, Business Rules, Client Scripts, ACLs, and basic Glide API usage.
• Demonstrated ability to evaluate alternatives, assess risk, and recommend technical approaches that affect platform stability, compliance, data integrity, security, service delivery, and operational effectiveness.
• Ability to exercise discretion and independent judgment with respect to matters of significance, including complex issue resolution, platform governance, technical standards, escalation recommendations, and release readiness decisions.
• Experience owning assigned work end-to-end with minimal supervision, including requirements clarification, configuration, testing, documentation, deployment support, and post-implementation validation.
• Strong understanding of ITSM concepts and ServiceNow platform architecture, including incident, request, change, knowledge, CMDB, reporting, and access control fundamentals.
• Strong analytical, troubleshooting, communication, and documentation skills with the ability to provide technical consultation to process owners, platform leadership, and cross-functional IT teams.