System admin

Telnet, Inc.; Plano (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

Telnet, Inc. is seeking a Senior ServiceNow Systems Developer & Lead to own platform operations, governance, and hands-on development for a 3-month engagement in Plano, TX. You will mentor internal Remedy admins, drive platform strategy, and oversee releases and security controls.

The role requires 5+ years of ServiceNow experience, CSA/CAD certifications, ITIL knowledge, and strong leadership in cross-functional teams. Expect direct collaboration with telecom and enterprise stakeholders.

Qualifications

• 5+ years of hands-on ServiceNow System Administration experience in a large-scale enterprise environment.
• Leadership experience driving platform governance and presenting strategies to leadership.
• Mentorship experience guiding technical team members transitioning from legacy ITSM platforms.
• ServiceNow CSA and CAD certifications are required; ITIL certifications are a strong plus.

Responsibilities

• Post-Launch Integrator transition: partner with the current integrator to understand the platform and transition ownership.
• Identify and remediate post-launch issues, performance bottlenecks, and bugs.
• Mentor Remedy administrators and guide them into ServiceNow support roles.
• Own end-to-end platform operations including IAM, production support, and release execution.
• Architect and deploy advanced workflow automations and AI-driven tooling integration.
• Lead governance meetings and advise Samsung leadership on platform strategy and risk.

Skills

ServiceNow administration

Platform governance

Mentorship

SLA management

Technical leadership

Automation scripting

Education

ServiceNow CSA

CAD

ITIL certification

Tools

NICE inContact

Job description

Job title: Senior ServiceNow Systems Developer & Lead

Duration: 3 Months

Description:

Key Responsibilities

Post-Launch Integrator transition & Platform Ownership

• Manage the System Integrator Handoff: Actively partner with our current integrator to thoroughly understand the platform's custom architecture, ensure robust best-practice builds, and drive the seamless transition of administrative ownership to Samsung.
• Proactively identify, troubleshoot, and remediate post-launch software bugs, integration issues, and performance bottlenecks.
• Team Mentorship & Technical Guidance: Act as the primary ServiceNow subject matter expert (SME) to mentor and guide two seasoned, internal Remedy administrators, helping them bridge the learning curve and transition smoothly into ServiceNow support roles.
• Immediate Platform Stewardship: Take complete, proactive ownership of the ServiceNow environment from day one, establishing immediate operational control and setting the standard for platform excellence.

Platform Governance & Strategic Leadership

• Establish and enforce rigorous platform governance controls to maintain long-term ServiceNow stability, compliance, and security.
• Host and chair multi-level Governance Meetings across various business units to strategically manage license distribution, operational risk, platform policies, and long-term platform roadmap.
• Serve as a trusted advisor to Samsung leadership, providing authoritative guidance on platform best practices, maintenance strategies, and scalable growth.
• Lead weekly technical trouble-ticket reviews and operational calls with customers, guiding technical discussions to accelerate issue resolution and ticket closure.

Core Administration & Production Support

• Own end-to-end platform operations, including access management (IAM), comprehensive production support, and rigorous release execution.
• Partner with Telecom engineers, architects, and process owners to align platform configuration with business objectives and drive continuous improvement of ServiceNow applications.
• Manage day-to-day platform integrity, overseeing system configurations, user administration, security policies, upgrades and password management.

Technical Automation, Scripting & Process Management

• Architect, develop, and deploy advanced workflow automations to streamline business processes and minimize manual overhead.
• Drive modern platform capabilities, including hands‑on scripting, automation development, and the integration of AI-driven tools (e.g., Virtual Agent, chatbots).

Multi-Platform Operations & Business Analysis

• Extend administrative support to auxiliary operational platforms (e.g., NICE inContact, contact center systems), driving requirements gathering, executing changes, and managing vendor relationships (prior NICE experience is a plus, but not mandatory).
• Act as a Technical Business Analyst, delivering sophisticated analysis and reporting on customer support, call center operations, and key performance metrics.
• Monitor, analyze, and present ticket trend reports and SLA performance metrics to both internal stakeholders and external clients to proactively address operational bottlenecks.

Qualifications

• Experience: 5+ years of hands-on ServiceNow System Administration experience in a large-scale enterprise environment, preferably in the Telecom industry
• Leadership: Proven track record of leading platform governance, running technical steering meetings, and presenting platform strategies directly to leadership.
• Mentorship: Experience training, upskilling, or guiding technical team members (especially those transitioning from other legacy ITSM platforms like Remedy).
• Certifications: ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) are required; ITIL Certifications are a strong plus.