Remote ServiceNow Administrator – ITSM & CMDB

City of Portland; Portland (OR); Hybrid; USD 95,000 - 130,000; Full time

Job summary

The City of Portland is seeking a ServiceNow Administrator to join the Bureau of Technology Services' Core Applications Services team. In this role you will leverage your expertise to develop, enhance, and sustain the ServiceNow platform for all City users, accelerating digital transformation and improving operational efficiency.

As a full-time administrator, you will provide day-to-day support, configure ITSM/ITOM/CMDB, develop reports, and collaborate with ServiceNow developers and business

Qualifications

• Experience administering and supporting the ServiceNow platform, including user support, system maintenance, troubleshooting, incident response, and resolution of platform issues.
• Advanced customer service and communication skills, including responding positively to customer issues, requests, and ideas; resolving conflicts; clearly communicating solutions to executive, technical, and non-technical audiences; and effectively managing customer expectations.
• Experience configuring, administering, and supporting ServiceNow capabilities such as IT Service Management (ITSM), IT Operations Management (ITOM), Discovery, the Configuration Management Database (CMDB), the Common Service Data Model (CSDM), Service Portal or Employee Center, Collaborative Work Management (CWM) or Agile Development, and Integration Hub.
• Experience facilitating requirements‑gathering sessions with users and stakeholders and translating business requirements into ServiceNow catalog items, workflows, approvals, forms, and automated processes.
• Knowledge of software development life cycles, workflow automation, process architecture, systems integration, RESTful APIs, extract‑transform‑load (ETL) processes, scripting, and event‑driven integration, both individually and as part of a team.
• Current ServiceNow Certified System Administrator (CSA) certification or the ability to obtain the certification within the designated probationary period.

Responsibilities

• ServiceNow Support: Provide day-to-day support for the ServiceNow platform and its users. Troubleshoot and resolve incidents and service requests related to ServiceNow platform issues.
• Deliver excellent customer service and communicate effectively with technical and non-technical users. Assist with routine system maintenance, testing, upgrades, and platform monitoring.
• Support integrations with enterprise applications using Integration Hub and REST APIs. Provide initial tier 1 triaging support and know when/how to escalate to ServiceNow Development team.
• ServiceNow Administration: Configure, administer, and maintain ServiceNow platform capabilities and modules including ITSM, ITOM, Discovery, CMDB, CSDM, Service Portal or Employee Center, Collaborative Work Management (CWM) or Agile Development, and Integration Hub.
• Develop and maintain catalog items, forms, workflows, Flow Designer automations, and platform configurations. Assist with user administration, security roles, and configuration management.
• Reporting and Platform Analytics: Develop and maintain reports, dashboards, and platform analytics. Monitor data quality, platform performance, and CMDB health.
• Collaboration and Continuous Improvement: Collaborate with users and ServiceNow Developers to implement and support ServiceNow solutions. Gather business requirements and translate them into ServiceNow solutions.

Skills

ServiceNow administration

Customer service

ITSM ITOM CMDB CSDM

REST APIs Integration Hub

Requirements gathering

SDLC and automation

CSA certification

Job description

The City of Portland is seeking a ServiceNow Administrator to join the Bureau of Technology Services' Core Applications Services team. In this role you will leverage your expertise to develop, enhance, and sustain the ServiceNow platform for all City users, accelerating digital transformation and improving operational efficiency.

As a full-time administrator, you will provide day-to-day support, configure ITSM/ITOM/CMDB, develop reports, and collaborate with ServiceNow developers and business