Lead ServiceNow Administrator

Lead ServiceNow Administrator

Jersey City, NJ (Hybrid)

Full Time

Position Summary

We are seeking a highly experienced Lead ServiceNow Administrator to step into a critical, high-impact role. You will take immediate ownership of a mature ServiceNow environment following the departure of the previous administration team.

We need a seasoned expert capable of performing a technical audit of the current state, stabilizing the environment, and serving as the primary technical lead while we assemble a new support structure. You will be responsible for maintaining the platform’s health, managing upgrades, and executing strategic decommission plans as we transition processes to a new instance.

Key Responsibilities

1. Platform Stability & Administration
• Work closely with the platform owner and lead developer as the new team is formed.
• Perform a comprehensive health check and discovery of the existing environment to understand custom configurations left by the previous team.
• Manage day-to-day administration, including user management, group management, and security ACLs.
• Troubleshoot and resolve complex incidents related to core platform functionality and integrations.
• 2. Modules & Capabilities Management
• Support and maintain the current deployment, specifically focused on ITSM, CMDB, IRM (GRC), and HRSD.
• Diagnose issues within the CMDB to ensure data integrity and reconciliation rules are functioning correctly.
• Manage existing API integrations (REST/SOAP) between ServiceNow and third-party enterprise tools, ensuring connectivity and data flow remain uninterrupted.

3. Upgrades & Migration
• Plan, test, and execute ServiceNow version upgrades and patches, ensuring minimal downtime and resolving skipped record conflicts.
• Design and execute decommissioning plans: Identify data to be archived, disable workflows for retired processes, and ensure a clean transition of capabilities to the new target instance.
• collaborate with architects to ensure data schemas are understood before migration.

4. Leadership & Documentation
• Create essential technical documentation (architecture diagrams, process flows) where it currently does not exist.
• Mentor and guide new team members as they are onboarded, establishing best practices for the new team.

Required Qualifications
• 5+ years of hands-on ServiceNow Administration and Development experience.
• ServiceNow Certified System Administrator (CSA) is mandatory; CAD or CIS certifications are preferred.
• Independence: Proven ability to work autonomously with minimal supervision. You must be comfortable navigating a complex environment without a safety net.
• Forensic Troubleshooting: Ability to read existing code (JavaScript, GlideRecord) and Business Rules to understand “how things work ” without having the original developer present.

Module Experience:
• Strong proficiency in ITSM and CMDB.
• Integration Skills: Experience troubleshooting and managing Integration Hub, REST APIs, and Mid Servers.
• Highly Desirable (Preferred) Qualifications IRM/GRC Experience: Hands-on experience managing Policy, Compliance, or Risk Management modules.
• HRSD Experience: Familiarity with HR Case Management, Employee Service Center, and HR criteria.
• Migration Experience: Previous experience assisting with instance migrations, data archival, or system sunsetting/decommissioning.

Soft Skills
• Resilience: Ability to remain calm and structured in a high-pressure, transitional environment.
• Communication: Ability to explain technical risks and status to non-technical leadership.
• Proactivity: The ability to identify risks (e.g., a failing integration) before they become critical outages.