ServiceNow Administrator

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Perennial Resources International, is seeking the following. Apply via Dice today!

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
• 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.
• 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.
• 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.
• 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.