Sr. ServiceNow System Administrator

International Rescue Committee; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A humanitarian non-governmental organization in Greater London is seeking a Sr. ServiceNow System Administrator to lead the design and optimization of the ServiceNow platform. This role involves providing advanced configuration and integration, mentoring junior team members, and aligning service capabilities with business goals. The ideal candidate will have over 5 years of hands-on experience in ServiceNow administration and possess a Bachelor's degree in a related field. This position offers the chance to significantly impact the organization's mission through effective system management.

Qualifications

• 5+ years of hands-on experience with ServiceNow administration.
• Strong understanding of ITIL processes and best practices.
• Experience with scripting and integrations.

Responsibilities

• Provide Tier 2/3 end-user support for ServiceNow related issues.
• Lead development, configuration, and maintenance of core modules.
• Design and implement complex workflows, business rules, and processes.

Skills

ServiceNow administration

Troubleshooting skills

Analytical skills

Communication skills

Scripting

Understanding ITIL processes

Education

Bachelor's degree in Computer Science or Information Systems

ServiceNow Certified System Administrator (CSA)

Tools

ServiceNow

Job description

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

The Sr. ServiceNow System Administrator is a strategic technical leader responsible for the design, optimization, and governance of the ServiceNow platform. This role involves advanced configuration, integration, and performance tuning, as well as mentoring junior team members and aligning platform capabilities with business goals.

Major Responsibilities:

• Provide Tier 2/3 end-user support for ServiceNow related issues, including trouble shooting and resolution.
• Lead development, configuration, and maintenance of core modules such as Problem Management, CMDB, Service Catalog, HAM, SAM.
• Lead integration of ServiceNow with other enterprise systems (Workday, Integra, etc.).
• Stay current with ServiceNow releases and new features and recommend adoption strategies.
• Advise Product Owner and Business Leadership on ServiceNow implementation and integration technical best practice.
• Design and implement complex workflows, business rules, UI policies, client/server scripts and automation.
• Produce documentation necessary to facilitate usage of the system including user and admin guides.
• Collaborate with stakeholders to gather and document solution requirements for critical incidents and requests.
• Provide expertise and lead delivery of all major releases/upgrades from ServiceNow.
• Leverage the agile methodology to prioritize and resolve story backlogs and forecast completion dates to manage stakeholder expectations.
• Monitor system performance and proactively identify and resolve issues.
• Support System Admin in developing training materials and conducting training sessions on ServiceNow applications and solutions at least once per quarter.
• Provide mentorship and guidance to junior administrators and developers.

Key Working Relationships:

Position Reports to: Associate Director, Business Systems -- IT

Other Internal and/or external contacts:

• Internal: Application users and system stakeholders
• External: Software and system vendors, Managed Services provider, Implementation partners

Job Requirements:

Experience Requirements

• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)
• Minimum 5 years of hands‑on experience with ServiceNow administration
• ServiceNow Certified System Administrator (CSA) certification
• Strong understanding of ITIL processes and best practices
• Experience with scripting and integrations
• Experience troubleshooting, analytical, and communication skills

Preferred Requirements:

• ServiceNow Certified Implementation Specialist (CIS) in one or more modules
• Experience with ServiceNow ITOM, HRSD, or SecOps
• Familiarity with Agile/Scrum methodologies
• Experience with CMDB and Discovery

Working Environment

• Standard office work environment

Standard of Professional Conduct

The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.