ServiceNow Administrator - Senior

The ServiceNow Administrator - Senior is a member of an O&M team that is responsible for using their technical knowledge and expertise to support a live implementation of ServiceNow, in support of an enterprise-level (10,000+) user base. The individual is responsible for instance stack, day-to-day support, system upgrades, integrity and overall health and performance. The position requires broad-based technical experience on the platform and integration with other systems, along with a solid understanding of relational databases. Expertise in the staging and management of ServiceNow Cloud based Mid-Servers is fundamental to this position. This individual will apply proven communication and problem-solving skills to solve issues related to the deployment of mission-critical software and have the ability to take direction and work independently to achieve stated objectives is required.

Responsibilities:

• Manage and implement the ServiceNow Management, Instrumentation, and Discovery (MID) Server architecture as required.
• Ability to build, troubleshoot and support MID Servers within Cloud environments in support of the ServiceNow instance.
• Ability to work with various customers/departments/users to design, deploy and support ServiceNow solutions according to the user requirements.
• Configure and manage ServiceNow instances, users, and groups in real-world scenarios.
• Configure ServiceNow Business Rules, Client Scripts, UI Policies, UI Actions, Data Policies and Data Dictionary.
• Create, update, and maintain connection between Active Directory and ServiceNow settings associated with LDAP, SSO Integration, and MID Server.
• External API knowledge used for ServiceNow integration and automation.
• Maintain Service Catalog items, Service Portal and UI pages, and maintain user, roles, and groups.
• Design, implement, and perform ongoing operations and maintenance process on the ServiceNow instance.
• Ability to develop quality documentation that clearly articulate the solutions and the ability to perform demonstrations.
• Ensure that customer can fully utilize the system by balancing their requirements for data security and functionality without compromising the sustainability or supportability of the core service.
• Develop credible and high-integrity relationships with customers technical resources.
• Tracking compliance to policies and procedures and resolving or escalating any compliance issues.
• Resolving POAMs related to Security findings on infrastructure devices including supporting key ServiceNow mid Servers.
• Reviewing and approving significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed.
• Other tasks as required in support of the ServiceNow tool.

Required Skills/Experience:

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• Bachelors degree in related field or equivalent experience.
• 8 years of experience in IT support or related field, preferability in system configuration.
• 4 years of experience configuring, customizing, or administering ServiceNow or similar ITSM tool.
• 2 years of experience writing and debugging scripts in languages such as JavaScript, SQL, and PowerShell.
• ServiceNow Certified System Admin (CSA).
• Expertise in Server infrastructure on premise and in the Cloud (Azure, AWS).
• Proficiency at building EC2 Cloud Servers in AWS and Azure environments, including using Terraform to configure standard images for ServiceNow Mid Servers.
• Exposure to Advanced Load Balancing and affinity rules. This is to enable load distribution across geographies or roles (e.g., "SNMP-only" vs "WMI-only" MID Servers) for efficient data collection and orchestration.
• Familiarity with Dynamic IP Ranges and Patterns Beyond hardcoded IP lists.
• Familiarity with custom Probes and Sensors.
• Demonstrated understanding of ITSM processes.
• Data Sources and Integrations - Support Integrations with multiple complex data sources.
• MECM/SCCM
• Implementation and maintenance of Service Graph Connector (SGC)
• ServiceNow Discovery
• Implementation and maintenance of Discovery schedules and ranges for both on Prem and Cloud solutions
• Proprietary sources

Preferred Skills/Experience:

• Terraform
• CloudBees
• Jenkins
• CI/CD pipeline
• GitHub
• STIG compliance design for Server Builds
• Defining and associating AWS Secrets for Server Builds
• ITIL v4 certified
• Familiarity with Cloud technologies
• Familiarity with Scripted File Operations
• Service Management or Service Dependency Mapping Tools Configuration Management
• Deep knowledge of JavaScript, JSON, XML, SQL, and Web development tools
• Sunflower Asset Management Solutions
• ITOM Visibility
• ITOM Health
• Service Mapping
• Business Applications
• Vulnerability Response

Physical and/or Mental Qualifications:

• Effectively communicate with customers, stakeholders, and technical specialists.

EOE, including Disability/Vets. Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.