Service Now Administrator (Information Systems Technical Analyst VI-Generalist)

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

Job Appointment: Full Time, Regular
Work Schedule: Monday - Friday, 8:00 AM - 5:00 PM. Alternate schedules may be available.
Work Location: This position has an exception to work primarily remotely. However, there will be instances when it is necessary to come onsite for work (with as much advance notice as possible). Remote work must be performed within Oregon or Washington. For more information, click here.
Union Representation: Professional Technical Employees, Local 17 (PROTEC17). To view current labor agreements, click here.

Position Summary: This ServiceNow Administrator position within the Bureau of Technology Services (BTS) is part of the Core Applications Services team. In this role, you will leverage your expertise, experience, and collaborative mindset to help BTS develop, enhance, and sustain the ServiceNow platform for all City users. Your work will play a key role in improving operational efficiency and accelerating digital transformation across the organization.

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 elevate 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. Analyze trends and provide recommendations to improve service delivery and operational efficiency

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. Maintain technical documentation, knowledge articles, and standard operating procedures. Stay current with ServiceNow capabilities, best practices, and platform enhancements.

The Team: The ServiceNow group consists of two developers and one administrator [this position]. This is one of three groups in the new Core Application Services team, which is part of the larger Enterprise Application Services program within the Enterprise Technology and Data Services division of BTS. As the backbone of software development and administration, the Enterprise Application Services teams work in close collaboration with all City Service Areas. We're not just developers; we're partners in progress, embedding our teams within bureaus to ensure tailor-made software solutions that are both efficient and effective. Our work ranges from automating internal processes to deploying internal applications that drive business transformation for everyone serving Portlanders. Our solutions are all crafted with the specific needs of each service area or bureau in mind while harmonizing our technology footprint across the entire city.

Minimum Qualifications:

Applicants must demonstrate how their education, training, and experience meet each of the minimum qualifications listed below.

1. Experience administering and supporting the ServiceNow platform, including user support, system maintenance, troubleshooting, incident response, and resolution of platform issues.
2. 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.
3. 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.
4. Experiencefacilitating requirements‑gathering sessions with users and stakeholders and translating business requirements into ServiceNow catalog items, workflows, approvals, forms, and automated processes.
5. 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.
6. Current ServiceNow Certified System Administrator (CSA) certification or the ability to obtain the certification within the designated probationary period.

What to Expect:

1. Application Review - Week of August 31, 2026: We'll review your application materials to ensure you meet the minimum qualifications listed above.
2. Notice/Feedback - Week of September 7, 2026: You will receive an email when the minimum qualification review is complete. If you disagree with the evaluation results, you may request a review within 14 days of the email notice, per City Administrative Rule 3.01.
3. Selection Process - Late September: The hiring bureau will review qualified applications, conduct interviews, and check references.
4. Conditional Job Offer: Final candidates may undergo a background or driving record check, depending on the position.

Learn More About:

• How to Apply Videos and Workshops
• City of Portland Core Values
• HRAR-3.01 - Recruitment Processes
• Veteran Preference Information
• Total Compensation and Benefits
• Language Pay Differential Eligibility

We’re committed to providing a fair, inclusive, and accessible hiring process. If you need assistance with your application or would like to request a reasonable accommodation due to a disability, pregnancy, or religious belief, please contact the recruiter listed below.

Questions? We're here to help! If you have questions about this recruitment or need assistance, contact:

TroyLynn Craft
Senior Recruiter
[e-mail]