IT ServiceNow Request Administrator-100% Remote From Approved State ID, UT, AZ, TX, WA, MT, NV, WY

TEKsystems • Dallas, TX

7d • $95,000 - $125,000 • Hybrid

About The Position

The IT ServiceNow Request Administrator oversees the company's service catalog and serves as the subject matter expert for the Service Catalog and Service Request Management practice. The role manages user access, fulfillment workflows, and catalog configurations in the Request Management and Service Catalog modules. It requires independent work, critical thinking, problem-solving, sound judgment, and the ability to prioritize competing demands.

The administrator supports stakeholders by answering questions, providing guidance and training, troubleshooting issues, and helping requesters identify the appropriate services and submit requests. The role designs solutions that balance business needs and technical debt, builds and implements catalog updates, performs unit testing, and supports solutions throughout their lifecycle. It collaborates with Business Analysts, Testers, Developers, Product Owners, Architects, leadership, and other stakeholders.

The position performs daily operational activities that support request processes and contributes to knowledge articles and documentation. It supports SLA and OLA processes, provides governance oversight, manages incidents through resolution, and identifies improvements to the service catalog and related processes. This is a low-code role with limited scripting, primarily for catalog form functionality such as showing and hiding fields through Catalog Client Scripts; more advanced development is coordinated with the development team.

The posting describes the role as permanent and remote from approved states in one section, but also identifies it as hybrid in Dallas, Texas in the Workplace Type section. The stated pay range is $95,000–$125,000 per year.

Requirements

• Associate degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
• At least 3 years of hands-on ServiceNow administration experience.
• At least 5 years of IT experience troubleshooting and providing customer support.
• Experience supporting or coordinating integrations with external systems, such as SailPoint.
• Familiarity with the basic principles of ITIL.
• Must live and work in one of the listed states: Montana, Idaho, Washington, Utah, Wyoming, Colorado, Arizona, Nevada, or Texas.

Nice To Haves

• Active ServiceNow Certified System Administrator (CSA) certification, or willingness to obtain it within 6 months.
• ITIL 4 Foundation certification.
• ServiceNow Service Portal Micro-Certification.

Responsibilities

• Administer and govern the ServiceNow Service Catalog, maintaining catalog items, forms, workflows, request fulfillment processes, documentation, and related configuration records.
• Coordinate with requesters, fulfillment teams, Product Owners, Business Analysts, Architects, and development resources to align solutions with business requirements and platform standards.
• Perform basic no-code and low-code configuration updates, scripting, and integration management; maintain process documentation and flow diagrams.
• Promote service catalog best practices, support continuous improvement, help reduce technical debt, and maintain a complete, accurate, user-friendly catalog.
• Act as the subject matter expert for Service Request Management, including managing cancellations, guiding requesters, providing status updates, adjusting request priority, and implementing SLA and OLA management.
• Monitor and report on SLA and OLA adherence, communicate with stakeholders, provide reporting to fulfillment teams and leadership, and design thresholds that prompt actions.
• Collaborate with internal teams and vendors on ServiceNow integrations with systems such as SailPoint and Workday.
• Resolve service catalog incidents by troubleshooting workflows, analyzing and improving processes, and developing solutions to resolve issues and prevent recurrence where possible.
• Provide customer support, identify process gaps, and train and support requesters, approvers, and fulfillers across departments and divisions.
• Perform daily tasks to keep service requests flowing and meet SLAs and company needs.
• Create knowledge articles, update training courses, provide live training, document and improve processes, and provide guidance by phone, email, chat, and live meetings with screenshare.
• Assist teams with reports, dashboards, scheduled reports, and queue management, including helping teams create their own reports.
• Read and understand SOx and FDIC audit policies, follow applicable directives, ensure work meets audit requirements, and consult and work with auditors on relevant subject matter.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Profit sharing, described as approximately a 10% bonus contributed directly to each person's 401(k)
• Yearly cash bonus based on company performance, usually around 20%
• Other benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree