ServiceNow Admin

Openkyber, LLC; Atlanta (GA); On-site; USD 80,000 - 110,000; Full time

Job summary

Openkyber, LLC is seeking a ServiceNow Administrator to manage daily operations, ensuring stability, availability, and performance of the ServiceNow platform in Rochester, NY. You will oversee incident, problem, change, request, and knowledge management aligned with ITIL practices and SLAs.

Collaborating with IT infrastructure, cybersecurity, and business teams, you will optimize workflows, dashboards, and reporting, support upgrades, and mentor service desk staff on ITSM processes and

Qualifications

• ITSM processes implemented per ITIL guidelines.
• Experience with incident, problem, change, and knowledge management.
• Strong communication with technical and business stakeholders.
• Proficiency in reporting KPIs using dashboards.

Responsibilities

• Operate ServiceNow platform to ensure stability and performance.
• Monitor SLAs and coordinate ticket prioritization.
• Lead change governance and CAB activities.
• Develop workflows, dashboards, and reports.
• Collaborate with IT and business teams to improve service delivery.

Skills

ITSM processes

ITIL

ServiceNow

Stakeholder communication

Analytical skills

Data-driven decisions

KPI reporting

MS Office suite

Tools

ServiceNow

Microsoft Office

Job description

Role: ServiceNow Admin
Location: Rochester NY Onsite

Manage daily ServiceNow platform operations to ensure system stability, availability, and optimal performance. Monitor and manage Incident, Problem, Change, Request, and Knowledge Management processes in accordance with ITIL best practices. Ensure compliance with Service Level Agreements (SLAs) by tracking, prioritizing, escalating, and resolving service tickets. Analyze service trends, operational metrics, and performance data to identify opportunities for process improvement. Communications and restoration of critical business services. Facilitate Change Advisory Board (CAB) meetings and support change management governance processes. Perform root cause analysis for recurring incidents and collaborate with technical teams on permanent corrective actions. Develop, maintain, and optimize ServiceNow workflows, forms, dashboards, reports, and performance analytics. Partner with IT infrastructure, cybersecurity, application support, and business teams to improve service delivery and operational efficiency. Monitor platform health, integrations, and automated workflows to ensure reliable service operations. Support ServiceNow upgrades, enhancements, testing, and release management activities. Maintain accurate process documentation, knowledge articles, operational procedures, and governance records. Track and report on key performance indicators (KPIs), SLA attainment, incident volumes, problem trends, and service performance metrics. Drive Continual Service Improvement (CSI) initiatives by identifying gaps and recommending operational enhancements. Support audit, compliance, and risk management activities related to IT service management processes. Train and mentor service desk personnel and process owners on ServiceNow functionality and ITIL practices. Manage escalations and serve as a point of contact for high-priority operational issues. Collaborate with business stakeholders to gather requirements and improve IT service delivery capabilities. Ensure data integrity, configuration management accuracy, and adherence to established operational standards. Evaluate new ServiceNow features and modules to support business objectives and increase operational effectiveness.

Analyst Skills & Qualifications:

Experience working within IT Service Management (ITSM) environments governed by ITIL best practices, supporting operational excellence, service quality, compliance, and continual service improvement initiatives. Knowledge of ITSM process development, implementation, and governance, including Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, and Service Level Management within ServiceNow and related enterprise platforms. Proficiency with ServiceNow and Microsoft Office applications, including Word, Excel, and PowerPoint, for reporting, KPI analysis, dashboard creation, documentation, and operational metrics tracking. Excellent verbal and written communication skills with demonstrated ability to collaborate effectively with technical teams, business stakeholders, vendors, and executive leadership. Strong organizational, leadership, and team-building skills with the ability to coordinate multiple operational priorities, facilitate process adoption, and drive continuous improvement initiatives. Demonstrated ability to analyze complex operational issues, identify root causes, and make data-driven decisions to improve service delivery, system reliability, and customer satisfaction. Ability to work independently and as part of cross-functional teams while managing service operations, meeting SLA commitments, and ensuring alignment with organizational objectives. Experience supporting compliance, audit readiness, process documentation, governance activities, and operational controls in enterprise IT environments. Proven ability to monitor service performance, evaluate operational trends, and recommend process enhancements that improve efficiency, reduce incidents, and strengthen overall service quality. Skilled in prioritizing workload, managing competing demands, and maintaining a customer-focused approach in fast-paced IT operations environments.