ServiceNow

• Administer the ServiceNow platform, managing users, groups, roles, access control lists (ACLs), and data security to ensure a modern, secure environment.
• Configure and maintain key modules, including Incident, Problem, Change, Request, CMDB, Knowledge, Asset, and Service Catalog, to support efficient IT operations.
• Design and implement business rules, client scripts, UI policies, and Flow Designer workflows to automate and streamline processes, enhancing platform usability.
• Develop and manage service catalogs, request workflows, and approval processes to deliver user-friendly, standardized solutions.
• Create and customize dashboards, performance analytics, and reports to provide actionable insights for stakeholders.
• Monitor ServiceNow performance, troubleshoot issues, and ensure high availability to minimize downtime and maintain operational continuity.
• Perform regular system maintenance, including upgrades, patches, and health checks, to keep the platform modern and secure.
• Provide Tier 2/3 support for ServiceNow-related incidents, acting as a hands-on troubleshooter for complex issues when needed.
• Maintain detailed configuration documentation and system standards to support transparency and compliance.
• Lead and contribute to ServiceNow development, creating custom applications, scripts (JavaScript, Glide API), and integrations (REST/SOAP APIs, LDAP, SSO, Active Directory) to enhance platform functionality.
• Collaborate with development teams to design, test, and deploy new features, workflows, and integrations, ensuring they meet business requirements and security standards.
• Manage the ServiceNow release cycle, coordinating with stakeholders to validate and adopt new features and enhancements.
• Identify opportunities for process automation and platform optimization, leveraging ServiceNow’s capabilities to drive efficiency and innovation.
• Partner with development teams to align ServiceNow configurations and customizations with application needs, ensuring seamless integration and performance.
• Act as a hands-on leader, stepping in to perform administrative or development tasks, such as scripting or workflow design, to support critical projects or resolve issues.
• Promote cross-functional collaboration within IT to ensure the ServiceNow platform integrates effectively with other systems and supports organizational goals.
• Establish and maintain governance frameworks to ensure ServiceNow configurations comply with ITIL/ITSM best practices, security standards, and regulatory requirements.
• Conduct regular risk assessments and audits of the ServiceNow platform to identify and mitigate vulnerabilities.
• Enforce identity and access management policies, ensuring secure and accurate CMDB data and role-based access controls (RBAC).
• Maintain comprehensive documentation and change management processes to support compliance and operational transparency.
• Develop and maintain end-user documentation, knowledge articles, and training materials to enhance platform adoption and usability.
• Provide training and guidance to ServiceNow users, stakeholders, and team members, acting as the platform’s subject matter expert (SME).
• Drive continuous improvement in IT support policies and service delivery models, leveraging ServiceNow to automate processes and improve user experience.

ServiceNow Administrator

ServiceNow Platform Lead Administrator

Senior IT Developer – ServiceNow

ServiceNow Tech Lead – Vice President

Supply Chain & Operations – ServiceNow Procurement Consulting, Manager

ServiceNow-Nuvolo Implementation Specialist