Job Title

ServiceNow Service Desk & Administrator

About the Role

We are seeking an experienced ServiceNow Service Desk & Administrator with strong hands-on experience in administering, configuring, and supporting the ServiceNow platform. The ideal candidate will be responsible for managing Service Desk operations, maintaining ServiceNow modules, configuring workflows, and providing L2/L3 support to ensure stable and efficient IT service delivery.

Key Responsibilities

• Administer, configure, and maintain ServiceNow modules such as Incident, Problem, Change, Request, Knowledge, CMDB, and Asset Management.
  
• Provide L2/L3 support for ServiceNow platform issues, troubleshooting and resolving incidents in a timely manner.
  
• Configure business rules, client scripts, UI policies, workflows, notifications, and form layouts.
  
• Manage user roles, groups, access controls, and security rules.
  
• Support Service Desk operations including ticket triage, prioritization, and escalation.
  
• Monitor system performance, logs, and integrations to ensure platform stability.
  
• Perform platform upgrades, patches, and testing activities.
  
• Work closely with business stakeholders to gather requirements and translate them into technical solutions.
  
• Develop and maintain documentation for configurations, processes, and user guides.
  
• Ensure ITIL best practices are followed across ServiceNow processes.
  

Requirements

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
  
• 6+ years of experience in ServiceNow administration and Service Desk support.
  
• Strong hands-on experience with ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB).
  
• Experience with scripting (JavaScript, Glide API).
  
• Understanding of ITIL processes and service management best practices.
  
• Experience with ServiceNow integrations (REST/SOAP, LDAP, AD).
  
• Strong troubleshooting and analytical skills.
  
• Excellent communication and stakeholder management skills.
  

Preferred Skills

• ServiceNow CSA (Certified System Administrator) or CIS (Certified Implementation Specialist).
  
• Experience with Service Portal, Performance Analytics, and Reporting.
  
• Exposure to HRSD, ITOM, or CSM modules.
  
• Experience working in a global support environment.
  

Key Competencies

• Customer-focused mindset
  
• Strong problem-solving ability
  
• Attention to detail
  
• Ability to handle multiple priorities
  
• Team player with proactive attitude