IT ServiceNow Request Administrator-100% Remote From Approved State ID, UT, AZ, TX, WA, MT, NV, WY
About The Position
The IT ServiceNow Request Administrator oversees the company’s ServiceNow service catalog and serves as the subject matter expert for the Service Catalog and Service Request Management practice. The role administers user access, fulfillment workflows, catalog configurations, service requests, and related processes. It requires independent judgment, critical thinking, problem-solving, and the ability to prioritize competing demands without detailed step-by-step instructions. The administrator supports requesters, approvers, fulfillers, and other stakeholders by answering questions, providing guidance and training, troubleshooting issues, and helping users identify and submit the appropriate service requests. The role designs solutions that balance business needs and technical debt; builds, tests, and supports catalog updates; and collaborates with Business Analysts, Testers, Developers, Product Owners, Architects, leadership, vendors, and other stakeholders. The position carries out daily operational work to keep requests flowing, maintains knowledge articles and process documentation, supports SLA and OLA management, provides governance oversight, and resolves service-catalog incidents while identifying improvements to prevent recurrence and enhance the user experience. It is a low-code role with limited scripting, primarily for catalog form functionality such as showing or hiding fields through Catalog Client Scripts. More advanced development, integrations, and platform engineering are coordinated with a designated development team or third-party partners. The posting describes the role as permanent and states that it is 100% remote for candidates working from an approved state. It also later identifies the position as hybrid in Denver, Colorado, creating conflicting workplace-location information.
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 an eligible state. The posting’s approved-state lists conflict: one lists Idaho, Utah, Arizona, Texas, Washington, Montana, Nevada, and Wyoming, while another lists Montana, Idaho, Washington, Utah, Wyoming, Colorado, Arizona, Nevada, and Texas.
Nice To Haves
- Active ServiceNow Certified System Administrator (CSA) certification, or ability 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, configuration records, and documentation.
- Coordinate with requesters, fulfillment teams, Product Owners, Business Analysts, Architects, developers, vendors, and other stakeholders 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 and platform engineering with the designated development team or partners.
- Promote catalog best practices, support continuous improvement, help reduce technical debt, and maintain a complete, accurate, user-friendly catalog.
- Manage service requests, including cancellations, requester communications, status updates, request-priority increases, and step-by-step submission guidance.
- Implement and manage SLAs and OLAs, monitor and report adherence, communicate with stakeholders and fulfillment teams, and design thresholds that prompt actions.
- Collaborate with internal teams and vendors on ServiceNow integrations with systems such as SailPoint and Workday.
- Troubleshoot and resolve service-catalog incidents, improve processes, and develop solutions to address issues and prevent recurrence where possible.
- Provide direct customer support and training to requesters, approvers, and fulfillers across departments; identify process gaps and recommend catalog updates.
- Perform daily tasks to ensure requests flow appropriately and meet SLAs and company needs.
- Create knowledge articles, update training courses, deliver live training, document and improve processes, and provide guidance by phone, email, chat, and screen-sharing meetings.
- Create and update reports, dashboards, scheduled reports, and queues; help other teams learn to create reports and manage their work.
- Read and follow SOx and FDIC audit policies and directives, ensure work products meet audit requirements, and consult and work with auditors on relevant subject matter.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)/Roth plan
- Profit sharing, described as an approximately 10% bonus paid directly into each person's 401(k)
- Yearly cash bonus based on company performance, usually around 20%
- Basic and supplemental life and AD&D insurance
- Short- and long-term disability
- Health and dependent care spending accounts
- Transportation benefits
- Employee Assistance Program
- Time off/leave, including PTO, vacation, or sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
