ServiceNow Administrator

The ServiceNow Administrator plays a central role in the managed services organization as part of the DevOps team, primarily handling user-oriented support activities. The role involves monitoring and handling incidents, performing first-level analysis and troubleshooting, resolving incidents based on provided solution sheets, and coordinating with DevOps Developer teams and interface providers when escalation is required.

The ServiceNow Administrator serves as a single point of contact for end users to raise queries, incidents, and requests through the SHARP ticketing tool. The role also includes knowledge management activities, ticket monitoring, reporting, and participation in a 24/7 shift rotation model.

Key Responsibilities

• Create Knowledge Articles for recurring incidents to improve support efficiency.
• Identify and create End-User Self-help Knowledge Articles for publication in the ITSM Portal.
• Shift & On-call Support
• Participate in a 24/7 shift rotation model.
• Work during weekends as required.
• Be available for on-call duties and overtime outside regular business hours.
  

• Fluent English communication skills, both written and verbal.
• Excellent communication skills in a multi-provider environment.
• Strong analytical and troubleshooting skills.
• Good understanding of ITSM processes, including:
• Incident Management
• Problem Management
• Knowledge Management
• Ability to explain complex solutions in a user-friendly manner.
• Leadership and management soft skills to handle high-priority incidents.
• Scripting experience is an advantage.
  
  

• Minimum 3+ years of experience working in a ServiceNow ITSM environment.
  
  

• ServiceNow Fundamentals
• ServiceNow Certified System Administrator (CSA) – Preferred
• ITIL Foundation V4 – Preferred