Overview
We are seeking a hands-on ServiceNow Administrator to optimize and enhance our client's ServiceNow environment. This role will focus on reducing a backlog of platform issues and enhancement requests, improving platform functionality, strengthening CMDB data integrity, and supporting API-based integrations. The ideal candidate is a technical problem-solver who can independently troubleshoot issues, implement configuration changes, resolve data and integration challenges, and drive measurable improvements across the platform. This is a highly hands-on role requiring direct work within ServiceNow rather than project coordination alone.
Key Responsibilities
- Own and reduce the ServiceNow backlog by troubleshooting and resolving platform issues, configuration requests, and enhancement opportunities.
- Analyze existing configurations, workflows, and processes to identify inefficiencies and implement platform improvements.
- Administer and optimize core ServiceNow ITSM modules, including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
- Configure and maintain forms, fields, UI Policies, UI Actions, Catalog Items, workflows, automations, roles, permissions, ACLs, and security settings.
- Improve the accuracy, consistency, and reliability of the CMDB by resolving data quality issues, maintaining CI relationships, and supporting ongoing configuration management practices.
- Troubleshoot and support data imports, synchronization processes, and integration-related issues impacting CMDB and platform data.
- Maintain and support ServiceNow integrations, including hands-on troubleshooting of REST and SOAP APIs, authentication, connectivity, data mapping, and data exchange issues.
- Configure, test, and validate integrations with external systems, collaborating with developers when custom development is required.
- Create and maintain reports, dashboards, and operational metrics to improve platform visibility and performance monitoring.
- Support platform upgrades, patches, testing, releases, and ongoing technical support for internal stakeholders.
Required Qualifications
- Demonstrated, hands-on experience administering and configuring the ServiceNow platform in an established enterprise environment.
- Experience troubleshooting and resolving ServiceNow issues while independently executing configuration changes and enhancements.
- Strong understanding of IT Service Management (ITSM) processes and practical experience configuring relevant ServiceNow capabilities.
- Direct experience managing or improving CMDB data, configuration items, relationships, and data quality.
- Working knowledge of REST APIs and experience troubleshooting integrations or data exchanges between ServiceNow and external systems.
- Experience with ServiceNow configuration tools, including forms, fields, UI Policies, workflows, access controls, and Service Catalog.
- Strong analytical and troubleshooting skills, with the ability to investigate issues, identify root causes, and implement practical solutions.
- Ability to work independently, manage a backlog, and prioritize hands-on technical execution.
*Please note: This position is fully onsite Monday-Friday in Johns Creek, GA. Do NOT apply to this posting if you're not already local to metro Atlanta and willing to work onsite. No exceptions will be made.