ServiceNow System Administrator

Windward Consulting

18h•Remote

About The Position

Windward Consulting is an Elite ServiceNow Partner that delivers real-world Service Reliability solutions using a unique blend of expert process knowledge, technology insight, and deep operational experience. This combination of skills is grounded in a product- and vendor-agnostic approach that enables Windward to serve as a trusted partner to some of the world’s leading businesses and U.S. government agencies. Since our inception in 1997, Windward has supported over 500 clients worldwide and more than 3,500 projects. Our dedication to excellence is reflected in our industry-leading metrics. Windward has a Customer Satisfaction (CSAT) score of 5.0 and an Employee Net Promoter Score (eNPS) of 82, demonstrating our commitment to both client success and employee engagement. We foster a culture of teamwork, innovation, and ongoing learning—empowering our consultants to tackle complex challenges for innovative clients. If you’re passionate about technology and eager to make a difference, Windward is the ideal place to elevate your career. Windward is seeking a ServiceNow Systems Administrator responsible for the day-to-day administration, maintenance, troubleshooting, and operational support of the ServiceNow platform. This role supports an Operations and Maintenance (O&M) engagement and requires a candidate who can manage core platform administration activities, respond to user and platform issues, support production stability, and work with technical teams to resolve incidents, defects, and configuration-related problems. The ideal candidate is a ServiceNow Certified System Administrator (CSA) with hands-on experience supporting ServiceNow in an enterprise environment and a strong foundation in platform configuration, user administration, access management, reporting, workflow support, and operational troubleshooting.

Requirements

Bachelor’s degree in Information Systems, Computer Science, Business Administration, or a related field; equivalent professional experience may be considered.
Hands-on experience administering the ServiceNow platform, including users, groups, roles, ACLs, tables, forms, lists, UI policies, business rules, notifications, reports, dashboards, import sets, and update sets.
Ability to troubleshoot ServiceNow platform issues, analyze logs and errors, identify root causes, validate fixes, and support issue resolution across production and non-production environments.
Understanding of ITSM processes, including incident, problem, change, request fulfillment, knowledge management, service catalog, SLAs, and operational support workflows.
Working knowledge of JavaScript, Glide API concepts, Flow Designer, IntegrationHub, REST/SOAP integrations, and ServiceNow configuration best practices.
Strong communication, documentation, analytical, and customer support skills with the ability to work directly with end users, technical teams, and client stakeholders.
ServiceNow Certified System Administrator (CSA)

Nice To Haves

Experience supporting multiple ServiceNow modules beyond core platform administration, such as ITSM, ITOM, CMDB, Discovery, Service Mapping, SecOps, GRC/IRM, HRSD, CSM, SPM, SAM, HAM, or Service Portal.
Experience in an O&M or managed services environment supporting production operations, incident response, recurring maintenance, platform monitoring, and customer-facing support.
Familiarity with on-premises or self-hosted ServiceNow environments, including coordinating with infrastructure, database, network, and security teams to troubleshoot platform issues.
MariaDB experience is preferred, including general understanding of database operations, performance monitoring, backup and restore concepts, high availability, replication, capacity planning, and troubleshooting database-related issues.
Experience supporting MID Servers, integrations, scheduled jobs, data imports, LDAP/SSO, email configuration, and API-based data exchange.
Knowledge of Agile delivery methods, ITIL practices, platform governance, release management, and change control processes.
ITIL v3, ITIL 4, or equivalent IT service management certification
ServiceNow Certified Application Developer (CAD)
Additional ServiceNow certifications in ITSM, ITOM, CMDB, Discovery, Service Mapping, SecOps, GRC/IRM, SPM, SAM, HAM, HRSD, CSM, or related modules
CompTIA Security+ CE or equivalent security certification is a plus

Responsibilities

Perform day-to-day ServiceNow system administration, including user, group, role, access control, form, list, notification, report, dashboard, and basic configuration support.
Support O&M activities for the ServiceNow platform by monitoring system health, reviewing logs, triaging incidents, resolving routine requests, and escalating complex issues as needed.
Troubleshoot platform issues related to configuration, access, workflows, integrations, notifications, scheduled jobs, performance, data imports, and user-reported defects.
Support incident, problem, change, service request, knowledge, and service catalog processes within ServiceNow and help ensure operational work is tracked, documented, and resolved in accordance with defined procedures.
Assist with update sets, testing, releases, patching, upgrades, clone support, and production deployment activities while following platform governance and change control standards.
Create and maintain operational documentation, troubleshooting procedures, knowledge articles, and administrative runbooks to support repeatable platform operations.