ServiceNow Administrator

Boltin; Melbourne; On-site; AUD 110,000 - 160,000; Full time

Job summary

Boltin is seeking a ServiceNow Administrator to design, configure, and operate the ServiceNow platform within the ITSM scope. You will ensure CMDB accuracy and integration with ITSM processes in a high-visibility delivery window.

You will lead Discovery integration across CMDB, HAM and SAM, configure MID servers, schedules and credentials, and document runbooks. Upgrades from Zurich to Australia are planned alongside HAM/SAM enablement.

Qualifications

• Must hold ServiceNow CIS certification (Discovery/ITSM).
• Hands-on experience implementing ServiceNow Discovery and CMDB.
• Experience configuring MID servers, credentials, schedules and patterns.
• Proven ability to diagnose and resolve Discovery issues.
• DIM experience is a plus.

Responsibilities

• Design, configure and operationalize ServiceNow within ITSM scope and ensure CMDB accuracy.
• Design and integrate Discovery across Discovery, CMDB, HAM, SAM and ITSM.
• Configure MID servers, credentials and network protocols.
• Create and manage Discovery schedules and patterns.
• Troubleshoot and resolve Discovery failures.
• Support CMDB data quality, accuracy and completeness.
• Document configurations, runbooks and operational procedures.
• Collaborate with Discovery Engineer and Developer to align data with asset management and ITSM processes.
• Plan, test and execute ServiceNow platform upgrades from Zurich to Australia.
• Implement HAM capabilities including procurement, stockrooms, audits and disposal.

Skills

ServiceNow

Discovery

CMDB

MID servers

Credentials

ITSM

DIM

Tools

DIM

Job description

The ideation project requires a dedicated ServiceNow delivery team to complete the following scope, with a delivery deadline of February. The first resources must be onboarded as soon as possible.

• Complete outstanding business Catalogue items for claims and BI reporting.
• Implement ServiceNow Discovery, Hardware Asset Management (HAM) and Software Asset Management (SAM).

Role Summary

Design, configure and operationalize ServiceNow as part of the ITSM scope, ensuring the CMDB is accurately and reliably populated and integrated with the ITSM processes.

Key Responsibilities

• Design and integrate Discovery solutions across Discovery, CMDB, HAM, SAM and ITSM.
• Configure and maintain MID servers, credentials and network protocols.
• Create and manage Discovery schedules and patterns.
• Troubleshoot and resolve Discovery failures.
• Support CMDB data quality, accuracy and completeness.
• Document configurations, runbooks and operational procedures.
• Work with the Administrator and Developer to align Discovery data with asset management and ITSM processes.

Required Qualifications

• Relevant ServiceNow CIS certification (Discovery / ITSM).
• Proven hands-on experience implementing ServiceNow Discovery and CMDB.
• Experience configuring MID servers, credentials, schedules and patterns.
• Demonstrated ability to diagnose and resolve Discovery issues.
• Practical experience working with DIM.

The ServiceNow Administrator will work on the Hardware Asset Management and Software Asset Management capabilities, supporting audit, compliance and effective control of hardware and software assets.

Key Responsibilities

Platform Upgrade

• Plan, test and execute the upgrade of the ServiceNow platform from Zurich to Australia ahead of the February deadline.
• Manage upgrade risks, regression testing and post-upgrade stabilisation.

Hardware Asset Management (HAM)

• Implement HAM capabilities that support audit and compliance requirements.
• Reduce the risk of lost or untracked devices.
• Enable effective planning, allocation and utilisation of hardware resources.
• Implement procurement, receiving, stockrooms, assignments, transfers, audits, refresh, retirement and disposal processes.

Software Asset Management (SAM)

• Implement SAM capabilities that improve oversight and control of software assets and licensing.
• Implement software inventory, normalisation, entitlement, reclamation and optimisation.

General Administration

• Maintain platform health, security, roles and configuration.
• Collaborate with the Discovery Engineer and Developer to ensure integrated delivery across ITSM, CMDB, HAM and SAM.

Required Qualifications

• Relevant ServiceNow CIS certification (HAM and/or SAM).
• Demonstrated experience delivering ServiceNow platform upgrades.

Preferred Qualifications

• Experience supporting audit and licence compliance in large organisations.
• Knowledge of asset lifecycle and procurement processes.