Remote ServiceNow Administrator, ITSM & CMDB Expert

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

Job summary

City of Portland, Oregon is seeking a ServiceNow Administrator within the Bureau of Technology Services to develop, enhance, and sustain the ServiceNow platform for all City users, driving operational efficiency and digital transformation.

The role focuses on day-to-day ServiceNow support, system maintenance, and platform integrations, with responsibilities spanning ITSM, ITOM, CMDB, and reporting, while collaborating with developers and business users to deliver tailored solutions for City

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 ITSM, ITOM, Discovery, CMDB, CSDM, Service Portal or Employee Center, Collaborative Work Management 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, ETL processes, scripting, and event‑driven integration.
• Current ServiceNow Certified System Administrator (CSA) certification or the ability to obtain the certification within the designated probationary period.

Responsibilities

• Provide day-to-day support for the ServiceNow platform and its users. Troubleshoot and resolve incidents and service requests related to ServiceNow platform issues.
• 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 elevate to ServiceNow Development team.
• Configure, administer, and maintain ServiceNow platform capabilities and modules including ITSM, ITOM, Discovery, CMDB, CSDM, Service Portal or Employee Center, Collaborative Work Management 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.
• Develop and maintain reports, dashboards, and platform analytics.
• Monitor data quality, platform performance, and CMDB health.
• Collaborate with users and ServiceNow Developers to implement and support ServiceNow solutions.

Skills

ServiceNow Administration

ITSM

ITOM

CMDB

CSDM

Integration Hub

REST APIs

Scripting

Job description

City of Portland, Oregon is seeking a ServiceNow Administrator within the Bureau of Technology Services to develop, enhance, and sustain the ServiceNow platform for all City users, driving operational efficiency and digital transformation.

The role focuses on day-to-day ServiceNow support, system maintenance, and platform integrations, with responsibilities spanning ITSM, ITOM, CMDB, and reporting, while collaborating with developers and business users to deliver tailored solutions for City