[MSO] ServiceNow Administrator

Software Mind

5d•Remote

About The Position

You will join the ServiceNow team building a new platform for a Dutch provider of cloud services to the public sector. We are replacing an instance customised over 10+ years with a clean, out-of-the-box implementation on the latest release. This is a small senior team of developers and architects, with direct client contact, and the role is fully remote. It is a long-term engagement with room to grow towards ITOM, CMDB and CSDM work.

Requirements

Valid ServiceNow Certified System Administrator (CSA)
Valid ServiceNow Certified Data Foundations
Minimum 2 years of hands-on ServiceNow administration: users, roles, groups, ACLs, update sets, scheduled jobs, notifications, catalogue items and form configuration
Practical experience with incident, request and change handling in a live production environment with SLAs
Ability to diagnose configuration and integration errors independently (system and transaction logs, REST payloads) without escalating to a developer
Fluent English, spoken and written, and comfort with daily direct contact with client stakeholders
Ownership and independence: a remote role in a small team, with a client that expects its platform administrator to run their own queue
Working knowledge of ITIL practices

Nice To Haves

Experience with ServiceNow ITOM (Discovery, Service Mapping, Event Management)
CMDB and CSDM experience: class model, CI relationships, import sets and data quality
Exposure to a multi-tenant or managed service provider setup
Scripting basics (JavaScript, GlideRecord, Flow Designer) for small fixes
Dutch language, or previous experience working with a Dutch client

Responsibilities

Handle daily incidents, service requests and user questions on the ServiceNow platform, working to agreed SLAs and priority rules
Administer users, roles, groups and access rights, including ACL configuration and periodic access reviews
Configure the platform in day-to-day operation: catalogue items, forms, notifications, assignment rules and scheduled jobs
Keep the platform healthy by monitoring scheduled jobs, integrations and error logs, and acting on what they show before users report it
Troubleshoot configuration and integration issues at second line: resolve what is a configuration matter, escalate what requires a design change
Promote changes between environments using update sets, following release and change management rules
Document administration procedures and build standard operating procedures, so recurring requests become repeatable rather than person-dependent
Work closely with developers and architects, bringing the platform operations perspective into designs and changes