Serve as the primary business owner and administrator for our internal ticketing ecosystem, Intranet, and critical IT applications including device management and user directories.
Maintain a backlog of feature requests, prioritize enhancements, and communicate the roadmap to stakeholders
Build and maintain complex automated workflows, triggers, and business rules to ensure tickets are categorized, prioritized, and assigned to the correct teams
Use APIs, webhooks, or middleware to connect the ticketing system with other enterprise tools
Act as Level 2/3 support for platform issues; perform root cause analysis and coordinate with Engineering or Vendor Support when needed

Requirements

Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent practical experience.
5 years of dedicated ServiceNow administration experience (e.g., catalog item creation, SLA tracking), including troubleshooting and identifying root causes of system bottlenecks.
Experience building complex automated workflows, custom triggers, and business rules to drive process efficiency.
Experience configuring and maintaining custom dashboards and reports for tracking KPI’s (e.g., SLA, CSAT)
Experience with REST/SOAP APIs and Spoke configurations
Proficiency in JavaScript and other programming languages
Deep understanding of ITIL v4 processes (Incident, Change, Problem, Asset)
Platform-specific certifications (e.g., ServiceNow Certified System Administrator, Atlassian Certified Service Desk Administrator)
Experience translating "business needs" into "technical requirements" when talking to non-technical department heads
Ability to use written and verbal communication to explain fixes and ideas to technical and non-technical audiences.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ServiceNow administrationautomated workflowsAPIsJavaScriptREST APIsSOAP APIscustom dashboardsSLA trackingroot cause analysisbusiness rules

Soft Skills

communicationstakeholder managementproblem-solvingtechnical translationcollaborationprioritizationanalytical thinkingcustomer service

Certifications

ServiceNow Certified System AdministratorAtlassian Certified Service Desk Administrator