Website LanceSoft
Employment: Full-Time Employment
Work Arrangement: Hybrid
Work Location: Manila
Working Days: Monday – Friday (Regular working hours)
Tech Stack:
Core Platform: ServiceNow: ITSM (Incident, Change, Problem, Request), CMDB (Configuration Management Database), Service Catalog
Scripting and Development: JavaScript: Business Rules, Client Scripts, UI Policies
Automation and Workflow: Flow Designer, Scheduled Jobs, Notifications
Integration: REST / SOAP APIs, MID Server
Administration and Configuration: User, Role, and Access Management (ACLs), Forms, Tables, and Catalog configuration, Instance management (upgrades, patching, cloning)
Monitoring and Testing: Performance monitoring & troubleshooting, ATF (Automated Test Framework)
Frameworks: ITIL
Role Description
• · Provides day-to-day technical administration and operational support for the ServiceNow platform across production and non-production environments
• · Ensures platform stability, performance, and security while supporting users, resolving incidents, and enabling delivery teams
• · Acts as the foundation keeper of the platform, managing core configurations, upgrades, and access controls
• · Provides front-line technical support and assistance to users of the ServiceNow platform, ensuring prompt issue resolution and high-quality user experience
• · Acts as a liaison between end users and technical teams, helping to resolve incidents, answer queries, and maintain platform stability
• · Contributes to platform health through proactive monitoring, configuration support, and user education
Role/Responsibilities:
• · Provide guidance and training to users on system functionality, navigation, and best practices
• · Escalate complex issues appropriately while documenting resolution steps and root cause analysis
• · Assist in system configuration, form updates, workflow adjustments, and administrative tasks
• · Monitor system performance and proactively identify potential platform or integration issues
• · Maintain support documentation and contribute to knowledge base articles for common issues
• · Collaborate with development and admin teams to validate and test fixes and enhancements before deployment
• · Maintain the overall health, stability, and usability of the ServiceNow platform by performing daily system administration and maintenance
• · Manage user accounts, roles, groups, and access control lists (ACLs) to enforce security and governance policies
• · Plan and execute platform upgrades, patches, and cloning activities in coordination with platform architects and development teams
• · Support developers by providing configuration assistance and maintaining sandbox environments
• · Perform routine platform configurations such as table creation, form layout, UI policies, notifications, and catalog item updates
• · Work closely with architects and platform owners to ensure alignment with platform design standards and best practices
• · Drive and implement fixes to instance health scan finding (performance, manageability, usability, scalability, upgradability, and security)
• · Maintains the stability and usability of the platform across production and nonproduction environments
• · Perform POC and implement platform versioning inclusive core platform, plug-ins, store apps, widgets, etc. including execution of instance patching, cloning etc
• · Manage Release Management process – Change assessment, CAB approval, deployment during weekends, review etc.
• · ServiceNow platform communication management focusing on planned events (changes, new capability release, new project release, etc.) and unplanned events (priority incidents, patching, etc.)
• · Maintenance of Activity/Event Calendar
• · Develop clear and concise technical/process documentation
• · Strong collaboration with stakeholders including internal customers, stakeholders and vendors to understand challenges and gain consensus on improved system and operational solutions
Technical and Industry Experience:
• · Industry and project experience of 5+ years with ServiceNow
• · At least 3+ years’ experience in managing and implementing the ServiceNow Platform
• · Must have Hands-on experience with ServiceNow platform administration and core system functionality
• · Strong knowledge of user and group management, ACLs, and instance security
• · Strong expertise in automation tools such as Flow Designer, Scheduled Jobs, and scripting
• · Expertise in ServiceNow Coding (java script, business rules, client scripts, UI Policies etc)
• · Experience on REST/SOAP based integrations and MID Server architecture
• · Experience on ServiceNow CMDB
• · Experience with monitoring tools, ITSM, CMDB, Event Management, Performance Analytics, application development and ATF are beneficial Experience on ServiceNow ITSM in ServiceNow
• · Familiarity with platform performance monitoring, log analysis, and troubleshooting tools
• · Experience with platform upgrade planning, execution, and post-upgrade testing
• · Certifications Preferred:
• o ServiceNow Certified System Administrator (CSA).
• o ServiceNow Certified Application Developer (CAD).
• o ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM).
• o Now Assist
• o ITIL v3/4 Foundation
Pay: From Php40,000.00 per month
Benefits:
• Company events
Work Location: Hybrid remote in Manila