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

TEKsystems • Boise, ID

10d • $95,000 - $125,000 • Hybrid

About The Position

The IT ServiceNow Request Administrator oversees the company’s ServiceNow Service Catalog and serves as the subject matter expert for Service Catalog and Service Request Management. The role manages user access, fulfillment workflows, catalog configurations, request processes, and related documentation. It requires independent judgment, critical thinking, problem-solving, and the ability to prioritize competing demands without detailed step-by-step instructions.

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 with technical debt, implements catalog updates, performs unit testing, and supports solutions throughout their lifecycle. Collaboration with Business Analysts, Testers, Developers, Product Owners, Architects, leadership, fulfillment teams, vendors, and other stakeholders is central to the work.

The position handles daily operational activities, maintains knowledge articles and documentation, supports SLA and OLA processes, provides governance oversight, resolves incidents, and identifies opportunities to improve the catalog and user experience. It is a low-code role with limited scripting, primarily for catalog form functionality such as showing or hiding fields with Catalog Client Scripts. More advanced development and integrations are coordinated with the development team. The posting describes the opening as permanent and remote from approved states, but also labels the workplace as hybrid in Boise, Idaho.

Requirements

• Associate degree or completion of a specialized business or trade school course of study 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 an approved operating state: Montana, Idaho, Washington, Utah, Wyoming, Colorado, Arizona, Nevada, or Texas.
• Ability to work independently, exercise sound judgment, prioritize competing demands, and use critical thinking and problem-solving skills.
• Strong customer service, communication, collaboration, and stakeholder-support skills.

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, including catalog items, forms, workflows, request fulfillment processes, documentation, and configuration records.
• Coordinate with requesters, fulfillment teams, Product Owners, Business Analysts, Architects, developers, and other resources to align catalog solutions with business requirements and platform standards.
• Perform basic no-code and low-code configuration updates, limited scripting, and integration management; coordinate complex development, integrations, and platform engineering with the designated development team or third-party partners.
• Promote catalog best practices, support continuous improvement, 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 through submissions, providing status updates, adjusting request priorities, 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 trigger appropriate actions.
• Collaborate with internal teams and vendors on ServiceNow integrations with external systems such as SailPoint and Workday.
• Resolve service catalog incidents by troubleshooting workflows, analyzing processes, and developing solutions that address issues and help prevent recurrence.
• Provide customer support, training, and ongoing guidance to requesters, approvers, and fulfillers across departments and divisions.
• Create or update knowledge articles, training courses, process documentation, flow diagrams, reports, scheduled reports, dashboards, and queues.
• Perform daily tasks that keep service request flows operating and meet SLAs and company needs.
• Provide training through phone, email, chat, live meetings and screen sharing; document and continually improve service request processes.
• Read and follow SOx and FDIC audit policies and 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 contribution to each employee’s 401(k), described as approximately a 10% bonus
• Yearly cash bonus based on company performance, usually around 20%
• Other benefits (not specified)

What This Job Offers

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