Functions / Responsibilities:

• Administer and support the ServiceNow platform including user management, roles, workflows, forms, and configurations.
• Perform day-to-day operational support including monitoring, incident troubleshooting, and service restoration related to ServiceNow.
• Design, develop, and implement ServiceNow enhancements such as workflows, business rules, UI policies, scripts, and integrations.
• Support ITSM modules including Incident, Problem, Change, Request, CMDB, and Asset Management.
• Ensure data integrity, CMDB accuracy, and alignment with operational processes.
• Support platform upgrades, patching, testing, and release activities following change management processes.
• Implement and maintain access controls, security configurations, and audit trails.
• Collaborate with service management, infrastructure, and application teams to translate requirements into ServiceNow solutions.
• Maintain technical documentation, configuration records, and runbooks.
• Identify automation and optimization opportunities to improve service efficiency and user experience.

Performance Requirements:

Experience:

• 3–5 years of experience administering and enhancing ServiceNow in enterprise or managed services environments.
• Hands-on experience with ServiceNow configuration and scripting.
• Experience supporting ITIL-aligned service management processes.

Technical Skills:

• ServiceNow administration and configuration.
• Development of workflows, business rules, client scripts, UI policies, and integrations.
• ServiceNow ITSM modules (Incident, Problem, Change, Request, CMDB, Asset).
• Platform upgrades, testing, and release management.
• Understanding of data models, CMDB relationships, and data governance.
• Familiarity with ITIL-aligned incident, problem, and change management processes.

Certifications ( Preferred )

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ITIL Foundation or equivalent service management certification

Soft Skills & Competencies

• Strong analytical and problem-solving skills.
• Ability to translate business requirements into technical solutions.
• Clear communication skills with technical and non-technical stakeholders.
• Structured and disciplined approach to configuration and change.
• Strong documentation and quality mindset.
• Team-oriented with the ability to work across multiple service teams.

Success Criteria:

• Stable and reliable ServiceNow platform operations meeting service expectations.
• Successful delivery of enhancements that improve service efficiency and user experience.
• High data quality and CMDB accuracy with minimal audit findings.
• Effective support of platform upgrades and releases with minimal disruption.
• Active contribution to automation, standardization, and continuous improvement initiatives.
  

Education / Qualifications:

• Diploma or Degree in Information Technology,Computer Science, or a related discipline.

Please note that only shortlisted candidates will be notified.

EA Licence: 26S3307
Reg No: R26160234