Senior Executive - ServiceNow (SNA)

Microland; Bengaluru; Presencial; INR 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Microland Limited is seeking an experienced ServiceNow Administrator to manage, maintain, and optimize the ServiceNow platform in Bengaluru. You will handle platform administration, user access, incident response, upgrades, governance, and reporting for ITSM modules.

You will provide L2/L3 support, coordinate with developers and stakeholders, and ensure ITIL-aligned processes, data quality, and CMDB health while driving platform improvements.

Formación

• 5+ years of hands-on ServiceNow administration.
• Strong troubleshooting skills and ITIL process understanding.
• Experience with ITSM modules and platform upgrades.
• Familiarity with IT governance, reporting, and CMDB health.
• Basic scripting knowledge is desirable.
• Experience with REST/SOAP integrations is a plus.

Responsabilidades

• Administer and maintain ServiceNow instances, ensuring availability and performance.
• Manage users, groups, roles, and access controls.
• Configure forms, fields, notifications, assignment rules, SLAs, and workflows.
• Monitor platform health, scheduled jobs, integrations, and system performance.
• Support ServiceNow upgrades, patches, and release management.
• Maintain platform security, governance, and compliance standards.
• Provide L2/L3 support for ServiceNow-related issues.
• Troubleshoot platform, access, workflow, and notification issues.
• Coordinate with ServiceNow developers, business stakeholders, and support teams.
• Create and maintain reports, dashboards, and performance metrics.
• Monitor data quality and CMDB health.
• Support audit, compliance, and governance requirements.

Conocimientos

ServiceNow Administration

User and Role Administration

ACLs (Access Controls)

Service Catalog Administration

CMDB Administration

Knowledge Management

Reporting and Dashboards

Notifications and Email Configuration

Flow Designer

Update Sets

JavaScript Scripting

REST/SOAP Integrations

Herramientas

REST/SOAP Integrations

Descripción del empleo

An experienced ServiceNow Administrator to manage, maintain, and optimize the ServiceNow platform. The candidate will be responsible for platform administration, user and access management, instance health, upgrades, governance, reporting, and support of core ServiceNow modules. The ideal candidate should have strong ServiceNow administration experience, excellent troubleshooting skills, and a solid understanding of ITSM processes.

Key Responsibilities

Platform Administration

• Administer and maintain ServiceNow instances, ensuring high availability and performance.
• Manage users, groups, roles, and access controls.
• Configure and maintain forms, fields, notifications, assignment rules, SLAs, and workflows.
• Monitor platform health, scheduled jobs, integrations, and system performance.
• Support ServiceNow upgrades, patches, and release management activities.
• Maintain platform security, governance, and compliance standards.

ITSM and Process Support

Administer and support:

• Incident Management
• Problem Management
• Change Management
• Request Management
• Service Catalog
• Knowledge Management
• CMDB

Ensure adherence to ITIL best practices.

Support process improvements and platform optimization initiatives.

User Support and Operations

• Provide L2/L3 support for ServiceNow-related issues.
• Troubleshoot platform, access, workflow, and notification issues.
• Manage platform incidents and service requests within agreed SLAs.
• Coordinate with ServiceNow developers, business stakeholders, and support teams.

Reporting and Governance

• Create and maintain reports, dashboards, and performance metrics.
• Monitor data quality and CMDB health.
• Support audit, compliance, and governance requirements.
• Maintain platform documentation, knowledge articles, and standard operating procedures.

Required Skills

• Strong experience administering the ServiceNow platform.
• Hands-on experience with:
• User and Role Administration
• Access Controls (ACLs)
• Service Catalog Administration
• CMDB Administration
• Knowledge Management
• Reporting and Dashboards
• Notifications and Email Configuration
• Flow Designer
• Update Sets
• Understanding of ServiceNow architecture and data model.
• Experience with platform upgrades and release management.
• Basic scripting knowledge (JavaScript, Business Rules, Client Scripts) is desirable.
• Familiarity with REST/SOAP integrations.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA) ? Required/Preferred
• ServiceNow Certified Implementation Specialist (CIS-ITSM) ? Preferred
• ITIL Foundation Certification
• ServiceNow Certified Application Developer (CAD) ? Nice to Have