Senior ServiceNow Administrator

Job Description

Job Purpose We are seeking a highly skilled and experienced Senior ServiceNow Administrator/Developer with a strong background in IT Operations Management (ITOM) and Configuration Management Database (CMDB). The ideal candidate will have expertise in AWS infrastructure and will be responsible for administering, configuring, and optimizing the ServiceNow platform to enhance operational efficiency and service delivery. About Cloud Operations and Tech Support\u202f\u202f At RWS our Technical Support and Cloud Operations Teams are a global organization spanning across 13 countries serving a global customer base. Technical Support deliver highly valued support and build trusted relationships with our customers, from individual freelancers to large international corporations and governments. We are constantly investigating and solving technical problems across a wide range of products and technology, with emphasis on prevention and root cause analysis. At the same time, knowledge sharing is crucial, providing our users and colleagues with the latest solutions, answers, and information. From a Cloud Operations perspective we are a team of experienced, high-performance individuals focused on serving our Enterprise customers leveraging our SaaS solutions to power their \u201cSeamless Customer Experience\u201d. Our core focus is on Quality of Service, Customer Experience, Security and Compliance. Both technical and non-technical groups are embedded within the same Cloud Operations unit. Job Overview Key Responsibilities Administer and configure ServiceNow modules, including CSM, ITSM, ITOM, and CMDB . Implement and manage workflows, business rules, UI policies, client scripts, and automation tasks. Maintain and optimize CMDB for accurate asset and configuration management. Integrate ServiceNow with AWS infrastructure and other external systems and third-party applications. Monitor system performance and troubleshoot issues to ensure platform stability and efficiency. Collaborate with stakeholders to gather requirements and translate them into effective ServiceNow solutions. Support upgrades, patches, and system enhancements in accordance with best practices. Ensure compliance with security policies, governance standards, and industry best practices. Provide end-user training and support as needed. Skills & Experience 4+ years of experience administering ServiceNow with a focus on CSM, ITSM, ITOM, and CMDB. Strong understanding of ServiceNow architecture, data model, and best practices . Hands-on experience with Service Catalog, Incident, Problem, Change, Asset, Customer Service Management, and Request Management. Experience with Discovery, Service Mapping, Event Management, and Orchestration within ITOM. Proficiency in JavaScript, Glide APIs, REST/SOAP integrations, and Web Services . Experience managing CMDB data quality, reconciliation, and normalization. Strong troubleshooting and problem-solving skills. Excellent communication and collaboration abilities. Proven experience with AWS infrastructure and integrating ServiceNow with AWS services. Preferred Qualifications: Experience in ITIL-based service management environments. Experience with scripting, automation, and ServiceNow AI capabilities. ServiceNow Administrator Certification (CSA) is an advantage; Advanced certifications (CIS-ITSM, CIS-CSM, or CIS-ITOM) are a plus. AWS Certified Solutions Architect or similar professional experience is highly desirable.