Service Management Administrator 2
About The Position
The Service Management Administrator 2 provides day-to-day administration and support of the ServiceNow platform for Choice Hotels. This role partners closely with IT and business stakeholders to ensure efficient operation of ITSM processes, system reliability, and continuous improvement of the ServiceNow environment. The incumbent independently manages routine platform support activities, owns issues through resolution, and contributes to system enhancements, documentation, and upgrades. This role requires proactive communication, analytical problem-solving, and a strong customer-service orientation.
Requirements
- Bachelor’s Degree in Computer Science or related technical field or an equivalent combination of education and work experience
- Minimum of 3 years of ServiceNow administration experience in a large-scale environment
- Strong analytical and problem-solving skills
- Ability to communicate effectively across technical and non-technical audiences
- Experience managing multiple priorities in a fast-paced environment
- Demonstrated ability to work both independently and collaboratively
- ServiceNow platform administration
- IT Service Management (ITSM) processes
- System administration and troubleshooting
- Knowledge of testing methodologies (manual and automated)
- Documentation and technical writing
Nice To Haves
- Certified ServiceNow Administrator
- Experience developing and maintaining automated test suites
- Previous experience as a technical writer
Responsibilities
- Provide primary support for ServiceNow platform, including user requests, account access, and issue resolution
- Act as point of contact for incident management and escalate issues as needed
- Perform system administration tasks including configuration, maintenance, and troubleshooting
- Partner with engineering teams to manage: System upgrades and patching, Performance optimization, System outages and recovery
- Coordinate infrastructure updates and changes with cross-functional teams
- Perform integration and acceptance testing for system enhancements
- Assist in development and maintenance of automated test suites
- Maintain system and procedural documentation
- Support audit and compliance processes, ensuring adherence to regulatory requirements
- Partner with training and communication teams to update user-facing materials
- Identify opportunities to enhance ITSM processes, tools, and reporting metrics
- Assist in defining and scoping business requirements
- Participate in planning and implementation meetings
- Maintain awareness of industry trends and best practices
- Promote a culture of continuous improvement and customer-centric service delivery
Benefits
- Competitive compensation and benefits, including medical, dental, and vision coverage
- Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
- Financial benefits for retirement and health savings
- Employee recognition programs
- Discounts at Choice hotels worldwide
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
