ServiceNow System Administrator

We are seeking a ServiceNow System Administrator to design, implement, and configure key ServiceNow features that improve and streamline service delivery. This role will focus on building a unified services portal, standardizing processes across departments, and ensuring long-term system sustainability.

Key Responsibilities
• Implement Universal Request (UR): Configure UR to replace the existing intake process across phone, portal, email, and in-person channels (excluding chat).
• Develop a Unified Services Portal: Build a cohesive portal where users can track requests and communicate directly with support teams. The portal will integrate IT, HR, and Finance services.
• Standardize Scopes: Transition HR and Finance from custom scoped applications to the standard incident and request scope.
• Documentation & Sustainability: Maintain comprehensive system and change control documentation; create knowledge articles; and provide training to support teams.
• Adhere to Service Delivery Standards: Follow established templates, themes, and practices. All configurations will undergo review and approval before deployment.
• Implementation & Testing: Deploy changes in the development environment and collaborate with Business Analysts to complete UAT sign-off before production release.

Required Skills & Experience
• Experience: 5+ years administering SaaS/Cloud applications in mid-to-large enterprises
• Certifications: ServiceNow System Administrator (required); ITIL certification (preferred)

ServiceNow Expertise:
• Service Portal development (widgets, AngularJS, client/server scripts)
• Universal Request deployment and configuration
• Unified portals integrating IT, HR, and Finance services
• Service Catalog and Request Management (forms, workflows, approvals)
• Employee Center widgets/features
• Scoped application development and customization
• REST/SOAP integrations with internal/external systems
• Security best practices: cross-scope ACLs, roles, data governance
• Performance tuning: GlideRecord optimization, caching, minimizing roundtrips
• Change & release management via update sets and repos
• Agile/Scrum project delivery
• AI/NLU knowledge to enhance portal search results

Front-End / Web Development Skills
• Strong knowledge of HTML5, CSS3/SCSS, and JavaScript
• Bootstrap (grid system, responsive design, components)
• Troubleshooting browser compatibility and responsive layouts
• Experience with accessibility and mobile-first design
• Familiarity with design tokens/CSS variables for branding consistency
• Front-end optimization (asset minification, DOM efficiency, reducing reflows)