Service now Administration

Tata Consultancy Services; Chennai District; On-site; INR 1,000,000 - 1,600,000; Full time

Job summary

Tata Consultancy Services in Chennai seeks a ServiceNow Platform Administrator to manage day-to-day operations, access controls, and user administration. You will drive ITIL-aligned Incident, Problem, and Change Management while monitoring health and coordinating upgrades.

Key tasks include configuring UI Policies, Business Rules, Flow Designer, and maintaining discovery and service mapping. You will support UAT, deployments, and ensure documentation integrity.

Qualifications

• Experience with administering ServiceNow including users, groups, roles and access controls.
• Strong knowledge of Discovery and Service Mapping modules.
• Experience with ITSM modules: Incident, Problem, Change, Request Fulfilment.
• Ability to configure UI Policies, Business Rules, Client Scripts, and Workflows.

Responsibilities

• Perform day-to-day administration of the ServiceNow platform including users, groups, roles, and access controls.
• Monitor platform health, system logs, and performance to ensure high availability and stability.
• Manage instance upgrades, patching, and hotfix validation in coordination with stakeholders.
• Provide L2/L3 support for ServiceNow-related incidents and service requests.
• Ensure workflows and lifecycle states align with ITIL standards.
• Agile development: Flow Designer, scripting, testing and deployment.
• Governance & compliance with internal change and security controls.

Skills

ServiceNow Platform Administration

Flow Designer

UI Policies

Business Rules

Scripting (JavaScript)

ITIL Familiarity

Discovery & Service Mapping

Incident/Problem/Change Management

L2/L3 Support

Education

Bachelor's degree in IT or Computer Science

Tools

ServiceNow

Job description

Platform Administration

• Strong experience in Service Catalog Administration including Catalog Items Record Producers Task Definitions Approval Definitions and Flow Designer. The candidate should be proficient in using standard catalog fulfillment flow templates and capable of developing custom flows when standard solutions do not meet business requirements.
• For Cmdb- Strong knowledge in Discovery and Service mapping modules is required
• Perform day-to-day administration of the ServiceNow platform including users, groups, roles, and access controls.
• Monitor platform health, system logs, and performance to ensure high availability and stability.
• Manage instance upgrades, patching, and hotfix validation in coordination with stakeholders.

Configuration & Customization

• Configure and maintain UI Policies, Business Rules, Client Scripts, and Workflows to meet business requirements.
• Support enhancements and minor customizations without impacting out-of-box functionality.
• Maintain forms, lists, views, notifications, and SLAs.

ITSM Module Support

• Administrator and support core ITSM modules:
• Incident Management
• Problem Management
• Change Management
• Request Fulfilment
• Ensure workflows and lifecycle states align with ITIL standards

User & Operational Support

• Provide L2/L3 support for ServiceNow-related incidents and service requests.
• Troubleshoot platform issues and coordinate with ServiceNow developers or vendor support when required.
• Act as a point of contact for ServiceNow-related operational issues.

Service Catalog Administration : Service Catalog designs and record producer

Agile Development

• Flow designer and workflow
• Reporting: Platform Analytics
• Scripting Knowledge and Integration Knowledge
• Testing & Deployment
• Validate and test new enhancements, fixes, and development stories during sprint cycles.
• Support UAT, regression testing, and production deployments.
• Ensure proper documentation and knowledge transfer.

Governance & Compliance

• Ensure adherence to internal change, security, and access control