ServiceNow Administrator Module Lead

The resource will be responsible for supporting, configuring, developing, and maintaining the ServiceNow platform. The role will work across platform operations, incident resolution, change implementation, ServiceNow development, integrations, automation, and reporting.

The resource should have good hands-on ServiceNow experience and should be capable of independently handling standard configuration/development activities while working with senior technical resources for complex implementations and architectural decisions.

Key Responsibilities

1. Provide day-to-day ServiceNow application and platform support.
2. Investigate and resolve incidents, defects, and platform-related issues.
3. Perform ServiceNow configuration and development based on approved requirements.
4. Support Incident, Problem, Change, Service Request and Asset Management processes.
5. Configure and maintain Service Catalog items, variables, workflows/flows and related components.
6. Develop and maintain Flow Designer flows, subflows and automation.
7. Develop ServiceNow scripts using JavaScript, including Business Rules, Client Scripts, Script Includes and UI Policies where required.
8. Support REST/SOAP integrations and IntegrationHub-based interfaces.
9. Perform troubleshooting of integration, application and platform issues.
10. Support change, release and deployment activities across ServiceNow environments.
11. Create and maintain reports and dashboards according to business requirements.
12. Participate in testing, defect resolution and production support.
13. Perform platform maintenance and support continuous improvement initiatives.
14. Prepare and maintain appropriate technical documentation.
15. Follow ITIL and organizational development/change management processes.

Mandatory Technical Skills

1. Hands-on ServiceNow administration, configuration and development experience.
2. ServiceNow Certified System Administrator (CSA).
3. Good understanding of:
4. Incident Management
5. Problem Management
6. Change Management
7. Service Request Management
8. Service Catalog
9. Asset Management
10. Experience with Flow Designer.
11. Experience with ServiceNow Reporting and Dashboards.
12. Working knowledge of JavaScript in ServiceNow.
13. Experience with REST and/or SOAP APIs.
14. Understanding of IntegrationHub and ServiceNow integrations.
15. Experience troubleshooting ServiceNow application/platform issues.
16. Understanding of ServiceNow development and deployment practices, including Update Sets / application deployment.

Preferred Skills

1. Experience with Script Includes, Business Rules, Client Scripts, UI Policies and ACLs.
2. Experience with ServiceNow Workspace.
3. Knowledge of MID Server and external system integrations.
4. Understanding of ServiceNow performance troubleshooting.
5. ITIL Foundation certification or practical ITIL experience.
6. Additional ServiceNow certifications such as CAD or CIS-ITSM would be advantageous but not mandatory for this level.

Total Experience Expected: 04-06 years