ServiceNow Engineer

ServiceNow Engineer.

Remote position.

The Senior System Administrator (ServiceNow Platform) is responsible for the day-to-day administration, maintenance, and optimization of the ServiceNow environment, including lifecycle upgrades, integrations, and user support. This role ensures platform performance, stability, and alignment with organizational objectives. The incumbent will act as the subject matter expert for the ServiceNow platform, leading enhancement initiatives, ensuring compliance, and supporting mission-critical service operations across development, test, and production environments.

Responsibilities will include but are not limited to :

Monitor and troubleshoot performance across ServiceNow Dev, Test, and Production environments, conducting regular ITSM and Core platform health assessments and providing performance reports.

Manage user access, roles, and permissions to ensure compliance and operational efficiency.

Configure and enhance core ServiceNow applications including Service Catalog, Employee Center, Knowledge Base, Now Mobile, SPM, and Change Management.

Lead ServiceNow support interactions involving Cases, Changes, Requests, and escalations.

Develop and maintain platform update sets, perform regular updates and patches, and ensure platform stability and security compliance.

Administer platform clones and upgrades, including remediation of skipped records and rollback planning.

Develop and maintain Service Portal components, widgets, pages, and Now Mobile interfaces to optimize user experience.

Conduct knowledge transfer sessions with internal ServiceNow administrators on development and administrative changes.

Collaborate with stakeholders to define workflow requirements and streamline business processes.

Develop and maintain Performance Analytics dashboards and indicators to track platform performance and utilization.

Create and maintain ServiceNow scripts (Business Rules, Client Scripts, Script Includes, UI Policies, and UI Actions).

Develop and maintain Service Catalog items, request fulfillment workflows, and SLAs.

Serve as a ServiceNow subject matter expert (SME), advising stakeholders and project teams on platform capabilities and best practices.

Implement and maintain ServiceNow security policies, roles, and access controls in alignment with compliance and confidentiality requirements.

Design, implement, and test workflows, forms, reports, dashboards, and integrations with third-party systems.

Provide technical expertise during platform upgrades, migrations, and new implementations.

Collaborate with project managers, business analysts, and developers to define requirements, milestones, and deliverables.

Participate in project scoping, estimation, and resource planning, providing technical feasibility assessments.

Support all phases of testing (unit, integration, UAT) to ensure quality and reliability.

Assist in deployment and post-deployment activities, including configuration management, release planning, and validation testing.

Document configurations, customizations, integrations, and lessons learned for knowledge management.

Work assigned service tickets and tasks in accordance with established Acceptable Quality Levels (AQL).

Develop standard operating procedures (SOPs), knowledge base articles, and technical documentation to support IT operations.

What You'll Need :

Bachelor's degree in Information Technology, Computer Science, Engineering, or related field from a U.S. Department of Education-accredited institution. Equivalent relevant experience may substitute for education.

5+ years of experience with ServiceNow ITSM and Core platform capabilities to include :

Experience managing platform upgrades, patching, and cloning activities

Proficiency in JavaScript, HTML, CSS, AJAX, and ServiceNow scripting

Familiarity with LDAP, API / Web Services integrations, and SSO configuration

ServiceNow Certified System Administrator (CSA)