ServiceNow Administrator

Systems Limited; Islamabad; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

Systems Limited is seeking a skilled ServiceNow Administrator to lead end-to-end implementation projects and provide ongoing post-implementation support. You will collaborate with clients and technical teams to deliver scalable, ITIL-aligned ServiceNow solutions, including ITSM, CMDB, and Service Catalog configurations.

You will gather requirements, design workflows, and build integrations using REST/SOAP APIs and IntegrationHub.

Qualifications

• 5–7 years of hands-on experience in ServiceNow Administration and implementation.
• Proven experience delivering at least 2–3 full-cycle ServiceNow implementations.
• Strong expertise in ITSM, CMDB, and Service Catalog.

Responsibilities

• Lead end-to-end ServiceNow implementation projects from requirements gathering through go-live and post-implementation support.
• Gather business requirements and translate them into functional and technical ServiceNow solutions.
• Configure and customize ITSM, ITOM, ITAM, HRSD, CSM, Service Catalog, and CMDB based on project requirements.
• Design and implement workflows, business rules, client scripts, UI policies, UI actions, ACLs, forms, and Service Catalog items.
• Build and support integrations with REST/SOAP APIs, IntegrationHub, MID Server, and web services.
• Manage user roles, groups, security configurations, access controls, and platform governance.
• Perform upgrades, patching, instance cloning, update set management, and release deployments across environments.
• Design and maintain CMDB structures and ensure configuration data integrity aligned with ITIL best practices.
• Conduct UAT, troubleshoot issues, and ensure timely defect resolution.
• Prepare and maintain technical documentation and implementation guides.
• Provide post-implementation support, platform optimization recommendations, and ongoing guidance.
• Train client administrators and end users on platform functionality and best practices.

Skills

ServiceNow administration

Requirements gathering

Client communication

Agile/Scrum

ITIL knowledge

Stakeholder management

Problem solving

Education

Bachelor's degree in Computer Science/Information Technology/Software Engineering

Tools

REST/SOAP APIs

IntegrationHub

MID Server

Web services

Jira

BMC

OpenText Service Manager

Job description

The ServiceNow Administrator is responsible for leading and delivering end-to-end ServiceNow implementation projects, ensuring successful configuration, customization, integration, and deployment of ServiceNow solutions based on client requirements. The role works closely with clients, business stakeholders, and technical teams to design scalable, secure, and ITIL-aligned ServiceNow solutions while providing technical leadership throughout the implementation lifecycle.

Responsibilities:

• Lead and independently deliver end-to-end ServiceNow implementation projects from requirements gathering through go-live and post-implementation support
• Gather business requirements from clients and translate them into functional and technical ServiceNow solutions
• Configure and customize ServiceNow modules including ITSM, ITOM, ITAM, HRSD, CSM, Service Catalog, and CMDB based on project requirements
• Design and implement workflows, business rules, client scripts, UI policies, UI actions, ACLs, forms, and Service Catalog items
• Build and support integrations with third‑party applications using REST/SOAP APIs, IntegrationHub, MID Server, and web services
• Manage user roles, groups, security configurations, access controls, and platform governance
• Perform platform upgrades, patching, instance cloning, update set management, and release deployments across development, testing, and production environments
• Design and maintain CMDB structures and ensure configuration data integrity aligned with ITIL best practices
• Conduct User Acceptance Testing (UAT), troubleshoot implementation issues, and ensure timely defect resolution
• Prepare and maintain technical documentation, solution designs, configuration guides, knowledge base articles, and implementation documentation
• Provide post-implementation support, platform optimization recommendations, and ongoing technical guidance
• Train client administrators and end users on platform functionality and best practices
• Act as the primary technical point of contact for clients throughout implementation engagements and manage project timelines independently
• Stay up to date with new ServiceNow releases, platform capabilities, and industry best practices

Requirements:

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field
• 5–7 years of hands‑on experience in ServiceNow Administration and implementation
• Proven experience independently delivering at least 2–3 full-cycle ServiceNow implementation projects
• Strong expertise in ServiceNow core modules including ITSM (Incident, Problem, Change, Request), CMDB, and Service Catalog
• Hands‑on experience configuring workflows, business rules, client scripts, UI policies, UI actions, ACLs, forms, and catalog items
• Experience building integrations using REST/SOAP APIs, IntegrationHub, MID Server, and web services
• Strong understanding of ITIL processes and ServiceNow best practices
• Experience managing update sets, instance cloning, platform upgrades, release management, and deployment processes
• Experience working directly with clients to gather requirements, present technical solutions, and manage implementation timelines independently
• Strong analytical, troubleshooting, and problem‑solving skills
• Excellent communication, documentation, and stakeholder management skills
• Experience working in Agile/Scrum implementation environments
• ServiceNow Certified System Administrator (CSA) certification is required or strongly preferred
• Additional certifications such as CIS-ITSM, CIS-CSM, CIS-HR, or other ServiceNow Implementation Specialist certifications will be an added advantage
• Experience working in consulting or professional services environments delivering ServiceNow solutions to multiple external clients is preferred
• Experience with Performance Analytics, Reporting, App Engine, and integrations with tools such as Jira, BMC, or OpenText Service Manager will be considered an added advantage.