Technology ServiceNow Administrator

Cooley LLP•Washington, DC

1d•$103,000 - $135,000•Hybrid

About The Position

Cooley is seeking a Technology ServiceNow Administrator to join the Technology Platforms & Applications team. Cooley is a global law firm with an expansive practice and more than 3,000 employees and partners worldwide. We value and celebrate diverse perspectives and strive to create a workplace where every individual can thrive. At the core of Cooley’s success is the exceptional talent and unwavering spirit of our people. We embrace individuality while fostering a ‘one-firm’ culture where collaboration and creativity thrive. Our people are the foundation of our success and the driving force behind everything we do. Hybrid Schedule Philosophy: As part of the Cooley culture, we recognize and appreciate the value of being together, in person, to build comradery with others in the office and to be a contributing member of the Cooley office. However, we also appreciate the benefits and flexibility that come from remote working. As such, the default assumption for employees and partners is a hybrid schedule: some in-office presence and some work from home days absent certain essential in-office roles that require five (5) days/week in-office. Position summary: Cooley Technology embraces a culture of customer service excellence, and all members of the department are expected to move this agenda forward. We are dedicated to leveraging advanced technologies to optimize firm technical operations and deliver impactful business outcomes. The Technology ServiceNow Administrator is responsible for the administration, configuration, and enhancement of the ServiceNow platform across multiple functional areas, including Hardware Asset Management (HAM), Software Asset Management (SAM), Security Operations (SecOps), Employee Center, Workspaces, AI capabilities, and core platform services. The role supports ongoing IT Service Management (ITSM) processes while delivering new platform capabilities and business initiatives. This position maintains the health, security, and performance of the ServiceNow platform while facilitating Agile delivery for the ServiceNow team. Responsibilities include managing and refining the product backlog, facilitating Scrum ceremonies, removing impediments, coordinating with ServiceNow technical leadership, process owners, and ensuring the successful delivery of platform enhancements. The ideal candidate combines strong ServiceNow administration expertise with Agile facilitation skills to drive automation, streamline processes, and continuously improve the user experience across the platform. Specific duties and responsibilities include, but are not limited to, the following:

Requirements

After orientation at Cooley LLP, exhibit proficiency in Microsoft Office, iManage, and other firm applications
Ability to work extended and/or weekend hours, as required
Ability to travel, as required
4+ years of experience administering, configuring, implementing, and supporting ServiceNow solutions in complex enterprise environments (Senior level designation will be considered for those with 6+ years of experience and demonstrated experience operating at a senior level)
Strong experience supporting ServiceNow modules, including ITSM, ITAM (HAM/SAM), SecOps (Vulnerability Response and Security Incident Response), Employee Center, Workspaces, AI capabilities, and related platform services
Experience supporting ITOM modules, including Discovery, Event Management, and Service Mapping
Strong understanding of ServiceNow platform architecture, configuration, and administration best practices
Proficiency with ServiceNow administration, configuration, and scripting, including JavaScript, Glide API, Business Rules, Client Scripts, UI Policies, Catalog Items, Record Producers, Flow Designer, and workflow automation.
Experience managing platform administration activities, including user access, roles, groups, security controls, performance monitoring, instance maintenance, and release management
Experience integrating ServiceNow with internal and third-party systems using REST and SOAP (Simple Object Access Protocol) APIs, XML, and JSON
Strong understanding of ITIL principles and processes, including Incident, Problem, Change, Request, Asset, and Knowledge Management
Experience gathering business requirements, documenting processes, writing user stories and acceptance criteria, and coordinating delivery efforts with business stakeholders, business analysts, developers, and vendors
Experience working in Agile, Scrum, or DevOps environments, including sprint planning and execution, testing, change management, and deployment processes.
Experience working with data imports, relational databases, and ServiceNow tables while maintaining data integrity and normalization
Experience in troubleshooting complex ServiceNow platform issues, performing root-cause analysis, and leveraging diagnostic tools, updating sets, and platform best practices to implement sustainable solutions
Experience evaluating new ServiceNow capabilities and recommend platform improvements that align with business objectives and operational requirements

Nice To Haves

Bachelor's degree or equivalent experience in Computer Science, Information Systems, or a related field.
Advanced degree in a related discipline
Any of the following ServiceNow certifications: Certified System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist (CIS) in ITSM, ITOM, Discovery, ITAM, or SecOps
ITIL v3 or ITIL v4 certification
Experience with ServiceNow Discovery, MID Servers, integrations, and automation capabilities.
Experience supporting and administering enterprise ITSM implementations
Experience with Service Portal, Employee Center, Workspaces, Catalog Items, Flow Designer, and workflow automation
Strong knowledge of ServiceNow ITAM (HAM/SAM) and ITOM capabilities
Experience supporting asset lifecycle automation and alignment with ITIL practices
Experience identifying and resolving ServiceNow performance issues and recommending platform optimizations
Experience interpreting and troubleshooting JavaScript, GlideScript, AJAX, and platform customizations
Strong technical writing, documentation, and knowledge management experience
Experience facilitating User Acceptance Testing (UAT), release coordination, and production deployments
Familiarity with hybrid cloud environments and enterprise integration challenges
Prior law firm or professional services industry experience

Responsibilities

Administer, configure, maintain, and support the ServiceNow platform, including ITSM, ITOM (IT Operations Management), including CMDB, Discovery, Service Mapping, Employee Center, Workspaces, Platform Analytics, AI capabilities, and additional ServiceNow applications as required
Perform platform administration activities, including user and role management, groups, security controls, access management, instance health monitoring, performance optimization, platform maintenance, and governance
Configure and maintain ServiceNow applications using out-of-the-box capabilities and platform best practices, including forms, lists, catalog items, record producers, workflows, Flow Designer, business rules, client scripts, UI policies, notifications, knowledge articles, and platform configurations
Administer and enhance ITSM processes, including Incident, Request, Change, Problem, Knowledge, Service Catalog, and Service Level Management
Administer and support IT Operations Management (ITOM) capabilities, including Configuration Management Database (CMDB) governance, Discovery, Service Mapping, Event Management, Management, Instrumentation, and Discovery (MID) Servers, configuration data quality, and operational health, while partnering with infrastructure teams to ensure accurate and reliable service data
Support Employee Center, Workspaces, and self-service capabilities to improve the overall employee experience
Support platform integrations with internal and third-party applications using Representational State Transfer Application Programming Interfaces (REST APIs), IntegrationHub, web services, and approved integration technologies
Coordinate platform upgrades, releases, cloning activities, patching, testing, deployment activities, and post-release validation to ensure platform stability and minimize business disruption
Monitor platform health and performance, troubleshoot technical issues, perform root cause analysis, and coordinate the resolution of incidents, defects, and service requests
Develop and maintain reports, dashboards, Platform Analytics, and operational metrics that provide meaningful insights to technology leadership and business stakeholders
Maintain platform documentation, technical standards, governance processes, operational procedures, and configuration records
Partner with business stakeholders, Product Owners, and technical teams to gather requirements, prioritize enhancements, and deliver scalable platform solutions
Participate as an active member of Agile delivery teams, supporting backlog refinement, sprint planning, daily stand-ups, sprint reviews, retrospectives, estimation activities, and release planning while managing assigned stories and tasks within Agile Boards
Manage assigned stories, defects, enhancements, and platform support activities using ServiceNow Agile Development or approved Agile management tools, ensuring timely delivery and adherence to sprint commitments
Support implementation and adoption of emerging ServiceNow capabilities, including AI-powered features, workflow automation, Platform Analytics, and future platform innovations
Collaborate with developers, architects, infrastructure teams, security teams, vendors, and project managers to deliver secure, scalable, and high-quality platform solutions.
Identify opportunities for platform optimization, automation, standardization, and continuous service improvement
All other duties as assigned or required