Sr Executive - ServiceNow (SNA)

Microland; Pune District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Microland is seeking an experienced ServiceNow Administrator to manage, maintain, and optimize the ServiceNow platform. You will handle platform administration, user and access management, instance health, upgrades, governance, reporting, and support of core ServiceNow modules.

The ideal candidate has strong ServiceNow administration experience, excellent troubleshooting skills, and a solid understanding of ITIL-based ITSM processes.

Qualifications

• Strong experience administering the ServiceNow platform.
• Experience with ITIL/ITSM processes and governance.
• Experience with platform upgrades and release management.
• Basic scripting knowledge (JavaScript) and client scripts desirable.
• Familiarity with REST/SOAP integrations.

Responsibilities

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

Skills

ServiceNow administration

Troubleshooting

ITIL/ITSM knowledge

Platform upgrades

Reporting and dashboards

Scripting (JavaScript)

REST/SOAP integrations

Education

CSA (ServiceNow)

CIS-ITSM

ITIL Foundation Certification

CAD (App Developer)

Tools

ServiceNow

Flow Designer

Update Sets

CMDB

Job description

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

• 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.

Process Knowledge

• Strong understanding of ITIL and ITSM processes.
• Experience supporting enterprise ServiceNow environments.
• Knowledge of governance, compliance, and operational best practices.

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