Technology ServiceNow Administrator

TruLegal (formerly TRU Staffing); Washington (District of Columbia); Hybrid; USD 103,000 - 135,000; Full time

Job summary

TruLegal, on behalf of a global law firm, seeks a Technology ServiceNow Administrator to manage and enhance its ServiceNow platform across ITSM, ITOM, ITAM, SecOps, Employee Center, Workspaces, and AI-enabled features. Hybrid role with one onsite day weekly in New York, Washington, DC, or Reston, VA.

The ideal candidate will have hands-on ServiceNow experience, strong JavaScript/Glide scripting, and a solid grasp of integrations and Agile methodologies.

Qualifications

• Some years of hands-on ServiceNow administration experience.
• Strong JavaScript and Glide API scripting skills.
• Experience with platform integrations and automation.
• Knowledge of Agile/Scrum methodologies.
• ServiceNow certifications and law firm experience preferred.

Responsibilities

• Oversee the administration, configuration, maintenance, and daily support of ServiceNow applications (ITSM, ITOM, CMDB, Discovery, Service Mapping, Employee Center, Workspaces, Platform Analytics, AI features).
• Manage core admin functions: user permissions, roles, groups, security settings, access controls, instance monitoring, and governance.
• Maintain and customize ServiceNow using forms, lists, catalog items, workflows, Flow Designer, business rules, client scripts, UI policies, notifications, and knowledge articles.
• Support ITSM workflows (Incident, Request, Change, Problem, Knowledge, Service Catalog, SLA).
• Maintain ITOM functionality: CMDB governance, Discovery, Service Mapping, Event Management, MID Servers, data accuracy.
• Enhance Employee Center and Workspaces for better user experience.
• Maintain integrations via REST, IntegrationHub, web services, and other approved methods.
• Plan upgrades, releases, cloning, patches, testing, deployments, validation.
• Develop operational reports, dashboards, Platform Analytics, and performance metrics for leadership and partners.
• Create and update technical documentation, governance guidelines, and procedures.
• Collaborate with stakeholders to define requirements, priorities, and scalable enhancements.
• Contribute to Agile delivery activities and track work through Agile tools.

Skills

ServiceNow

JavaScript

Glide API

ITSM

ITOM

Automation

Agile/Scrum

REST APIs

Security

Education

Bachelor's degree

Tools

IntegrationHub

MID Servers

Discovery

Service Mapping

Flow Designer

UI Policies

Update Sets

Job description

Our client, a global law firm, is seeking a Technology ServiceNow Administrator to manage, configure, and enhance its ServiceNow platform across multiple enterprise applications. This role will support IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Security Operations (SecOps), Employee Center, Workspaces, and AI-driven capabilities while maintaining platform performance, security, and stability. The ideal candidate will have some years of hands-on ServiceNow administration experience, strong JavaScript and Glide API scripting skills, experience with platform integrations and automation, and a solid understanding of Agile/Scrum methodologies. Candidates with several years of experience may be considered at the senior level. ServiceNow certifications and prior law firm experience are preferred. This position is hybrid, requiring one day per week onsite in the New York, Washington, D.C., or Reston, VA office.

Responsibilities

• Oversee the administration, configuration, maintenance, and daily support of ServiceNow applications, including ITSM, ITOM, CMDB, Discovery, Service Mapping, Employee Center, Workspaces, Platform Analytics, AI functionality, and other platform solutions as needed
• Manage core administrative functions such as user permissions, roles, groups, security settings, access controls, instance monitoring, performance improvements, maintenance activities, and platform governance
• Maintain and customize ServiceNow applications using standard platform functionality and recommended practices, including forms, lists, service catalog items, record producers, workflows, Flow Designer, business rules, client scripts, UI policies, notifications, and knowledge articles
• Support and improve ITSM workflows covering Incident, Request, Change, Problem, Knowledge, Service Catalog, and Service Level Management
• Maintain ITOM functionality, including CMDB governance, Discovery, Service Mapping, Event Management, MID Servers, configuration data accuracy, and operational monitoring while working with infrastructure teams to ensure reliable service information
• Enhance Employee Center, Workspaces, and employee self-service tools to deliver an improved user experience
• Maintain integrations between ServiceNow and internal or external applications through REST APIs, IntegrationHub, web services, and other approved integration methods
• Plan and coordinate ServiceNow upgrades, releases, instance cloning, patches, testing, deployments, and post-implementation validation to preserve system stability and reduce operational interruptions
• Evaluate platform performance, investigate technical problems, conduct root-cause analysis, and coordinate solutions for incidents, defects, and service requests
• Create and maintain operational reports, dashboards, Platform Analytics, and performance metrics to provide actionable information to technology leadership and business partners
• Develop and update technical documentation, platform standards, governance guidelines, operating procedures, and configuration records
• Work with business stakeholders, Product Owners, and technical teams to define requirements, establish priorities, and implement scalable ServiceNow enhancements
• Contribute to Agile delivery activities, including backlog grooming, sprint planning, daily stand‑ups, sprint demonstrations, retrospectives, estimation, and release planning while tracking assigned work through Agile Boards
• Track and complete assigned user stories, defects, enhancements, and support requests through ServiceNow Agile Development or other approved Agile tools while meeting sprint deadlines
• Assist with introducing and expanding ServiceNow capabilities such as AI-enabled features, workflow automation, Platform Analytics, and emerging platform technologies
• Coordinate with developers, architects, infrastructure and security teams, vendors, and project managers to implement secure, scalable, and reliable platform solutions
• Recommend opportunities to improve platform efficiency through automation, process standardization, optimization, and continuous service improvements
• Perform additional responsibilities as assigned

Required Skills And Experience

• Demonstrate proficiency with Microsoft Office, iManage, and other firm applications following initial orientation
• Be available to work additional hours or weekends when business needs require
• Be willing to travel when necessary
• Possess some years of experience configuring, administering, implementing, and supporting ServiceNow in complex enterprise environments, with senior-level consideration for candidates offering several years and demonstrated senior-level expertise
• Demonstrate substantial experience with ServiceNow modules such as ITSM, ITAM (HAM/SAM), SecOps (Vulnerability Response and Security Incident Response), Employee Center, Workspaces, AI capabilities, and related platform services
• Have practical experience supporting ITOM functionality, including Discovery, Event Management, and Service Mapping
• Maintain a thorough understanding of ServiceNow architecture, administration standards, and configuration best practices
• Demonstrate proficiency in ServiceNow scripting and configuration tools, including JavaScript, Glide API, Business Rules, Client Scripts, UI Policies, Catalog Items, Record Producers, Flow Designer, and workflow automation
• Have experience overseeing user access, role assignments, groups, security permissions, platform monitoring, instance maintenance, and release management
• Be experienced in connecting ServiceNow to internal and third-party platforms through REST and SOAP APIs, XML, and JSON
• Understand ITIL methodologies and processes related to Incident, Problem, Change, Request, Asset, and Knowledge Management
• Have experience collecting business requirements, documenting workflows, developing user stories and acceptance criteria, and coordinating project delivery with stakeholders, analysts, developers, and vendors
• Demonstrate familiarity with Agile, Scrum, or DevOps delivery environments, including sprint execution, planning, testing, change control, and deployment activities
• Have experience handling data imports, relational databases, and ServiceNow tables while preserving data accuracy and normalization
• Be skilled in diagnosing complex ServiceNow issues, conducting root-cause investigations, and using diagnostic tools, update sets, and platform best practices to implement lasting resolutions
• Demonstrate the ability to assess new ServiceNow functionality and recommend enhancements that support business priorities and operational needs

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related discipline, or equivalent professional experience
• Advanced degree in a relevant field
• ServiceNow Certified System Administrator (CSA) certification
• ServiceNow Certified Application Developer (CAD) certification
• ServiceNow Certified Implementation Specialist (CIS) certification in ITSM, ITOM, Discovery, ITAM, or SecOps
• ITIL v3 or ITIL v4 certification
• Practical knowledge of ServiceNow Discovery, MID Servers, integrations, and automated workflows
• Experience maintaining and supporting enterprise-wide ITSM implementations
• Familiarity with Service Portal, Employee Center, Workspaces, Catalog Items, Flow Designer, and workflow automation
• Advanced understanding of ServiceNow ITAM (HAM/SAM) and ITOM functionality
• Experience automating asset lifecycle processes in accordance with ITIL standards
• Ability to investigate ServiceNow performance concerns and identify opportunities for platform improvements
• Experience reviewing, debugging, and troubleshooting JavaScript, GlideScript, AJAX, and customized platform functionality
• Strong background in preparing technical documentation, maintaining knowledge resources, and producing technical written materials
• Experience coordinating User Acceptance Testing (UAT), application releases, and production deployments
• Understanding of hybrid cloud infrastructure and complex enterprise integration requirements
• Previous experience supporting a law firm or professional services organization

Core Competencies

• Demonstrate excellent problem-solving abilities and lead through example
• Apply strong analytical, quantitative, and strategic thinking skills with careful attention to detail
• Use sound professional judgment and previous experience to organize priorities and achieve objectives
• Maintain a customer-focused approach with initiative, accountability, and a proactive attitude toward completing assignments
• Work independently with motivation and a commitment to supporting departmental and organizational success
• Communicate clearly and professionally with individuals at every level of the organization
• Adapt quickly to shifting priorities and evolving business requirements
• Perform effectively under pressure while managing responsibilities in a fast-paced environment
• Consistently meet deadlines while balancing ongoing operational duties and project deliverables
• Demonstrate strong organizational abilities, including effective time management and task prioritization
• Exhibit integrity, dependability, initiative, patience, determination, accountability, attention to detail, pride in work, and a willingness to learn
• Build productive working relationships within the Technology team while delivering dependable services to internal stakeholders and clients
• Communicate complex technical concepts clearly through strong written, verbal, and active listening skills for both technical and non-technical audiences
• Take ownership of assigned issues and service requests, provide timely updates to technology users, implement appropriate production changes, resolve concerns efficiently, and escalated unresolved matters within established timeframes

Expected salary for this role is $103,000 - $135,000 commensurate with experience, training, skills, qualifications, and other market factors.

Job ID: 7670