Administrator, ServiceNow

Illumiti Inc.; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Flexible working time models

Home office

Company pension scheme

Health offers

Open feedback culture

Career planning with training

Job summary

Illumiti Inc. is seeking a ServiceNow expert in Hyderabad to lead administration, development, and integration efforts across ITSM/ITOM/ITBM. The role requires strong scripting, update sets, MID Server setup, and global collaboration with remote stakeholders.

You will drive platform upgrades and ensure SLA-driven customer support, while training end users and improving automation. The ideal candidate has 3+ years of experience with ServiceNow, excellent English communication, and a proactive,

Qualifications

• Must have ServiceNow System Administrator experience.
• Experience with scripting in ServiceNow (Business Rules, UI Pages, UI Macros).
• Knowledge of JavaScript and ServiceNow technologies.
• Experience with XML/HTML/CSS/SQL and AngularJS.
• Experience with MID-Servers for ITOM, Security, Integrations.
• Experience creating update sets and moving across instances.
• Excellent English communication and collaboration skills.

Responsibilities

• Provide daily direction and communication to ensure calls are answered timely and SLAs are met.
• Maintain daily team communication and hit productivity standards.
• Suggest improvements to operations, efficiency, and service quality.
• Provide coaching and performance feedback to team members.
• Establish procedures supporting standards and directives.
• Handle incidents and service requests, including high-priority tickets.
• Serve as a customer-facing and secondary/tertiary responder for incidents.
• Monitor and troubleshoot ServiceNow instances and related infrastructure.
• Create and manage lifecycle of incidents and service requests in the ticketing system.
• Develop WI documents and transfer knowledge to L1 technicians.
• Ensure professional escalation handling and agile ways of working.

Skills

ServiceNow Admin

ServiceNow scripting

JavaScript

XML

HTML

CSS

SQL

AngularJS

MID Server

Update Sets

English

Problem Solving

Remote collaboration

Platform upgrades

Education

B.S. in Computer Science

Job description

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3+ experience of implementing various ServiceNow products

Required Experience

• ServiceNow System Administrator is a must
• Experience with scripting in ServiceNow (Business Rules, UI Pages, UI Macros, etc.)
• Knowledge on service now related technologies, especially java script.
• Knowledge on one of the following programming languages like XML, HTML, CSS, SQL and Angular JS.
• Experience in platform upgrades.
• Experience in installation and configuration of MID-Servers for various needs ITOM, Security, Integrations
• Must have experience creating ServiceNow update sets, promoting and testing through multiple instances and into production.
• Excellent verbal, written, and interpersonal communication skills using English language
• Strong organization and prioritization skills
• Ability to resolve problems with minimal management assistance, escalating when appropriate.
• Strong collaboration skills with remote stakeholders and teammates to support global business needs and ensuring enterprise alignment.

Preferred Qualifications

• Hands-on experience on one of the following OS: Unix, Linux.
• Knowledge of Service Portal, widgets, Catalog Settings, Catalog items and Cart
• Integrations with LDAP and other applications external to ServiceNow (ServiceNow (Table API, Scripted REST and Webservice Import Sets)
• Experience and certification in Event Management; Discovery; Project Portfolio

Job Description

ROLE AND RESPONSIBILITIES

• Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner and meet all monthly customer Service Level Agreements
• Maintains daily communication with team and hits productivity standards
• Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provides statistical and performance feedback and coaching on a regular basis to each team member
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives
• Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests
• Responds to High and Critical priority tickets/projects according to standard operating procedures
• Serve as Customer-facing and Second/Third tier responder for all Incidents and Service Requests
• Monitor and troubleshoot all ServiceNow instances and related infrastructure. Evaluate and elevate issues as needed
• Communicate (both verbally and in writing) with customers in a formal and professional manner
• Create and manage the lifecycle of Incidents and Service requests in the company’s trouble ticketing system
• Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to resolve customer issues, transfer knowledge to L1 technicians.
• Ensure escalations are handled in a professional, consistent, and relentless manner.
• Proven track record in agile way of working both Scrum or Kanban
• The ideal candidate will perform day to day support and maintenance, work with the functional team to develop solutions in ServiceNow ITSM/ITOM/ITBM/HR.
• Responsible for developing training plans for end users and customizing the platform to meet evolving organizational needs.
• This role will be responsible for the general support, administration, and maintenance of the ServiceNow platform and associated applications.
• Responsibilities also include monitoring the health, usage, and compliance of ServiceNow as well as develop system integrations and process automation.
• The candidate will have to create and configure business rules, UI policies, UI actions, client scripts, ACLs, notifications, UI pages, UI macros, script includes, formatters, etc.
• Proactively learn new concepts and technologies in the event analysis of situations requires an in-depth knowledge of organizational objectives
• Troubleshoot and resolve issues related to software applications, systems integration and related platforms.

QUALIFICATIONS

A college degree with a B.S. in a computer-related field is preferred, B.A. (with applicable experience) may be acceptable.

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.

• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job