Job Description
Job Overview
We are seeking a highly seasoned Sr. ServiceNow Administrator with a minimum of 10 years of experience to lead the technical administration and governance of our ServiceNow ecosystem. This role is not for a generalist; we need a specialist who thrives in Domain Separated environments and possesses a meticulous eye for security and compliance.
The ideal candidate will act as the guardian of our instance, ensuring that department-specific workflows are seamless, API and email integrations are robust, and our security posture via ACLs remains impenetrable. You will be instrumental in the lifecycle management of our various global entities, from onboarding new companies to refining complex SLA structures across the enterprise.
Responsibilities
(Including, but not limited to the following):
Instance Governance: Manage and maintain the health of a complex, domain-separated ServiceNow instance, ensuring data isolation and performance across all business units
Security & Compliance: Architect and audit ACL rules and configurations with a meticulous focus on data security, particularly within the context of Financial and Medical industry standards
Workflow Engineering: Partner with diverse departments to interpret business needs and build customized, automated workflows that drive efficiency
Lifecycle Management: Oversee the end-to-end technical process for onboarding and offboarding and continuous management of companies, locations, and end users within the platform
ITIL Process Optimization: Lead the customization and implementation of core ITIL modules, including Incident, Request, Problem, and Change Management
Integration Management: Support the software engineering with the design, development, and implementation of complex API and email integrations (e.g., shared mailboxes, inbound actions, and OAuth-based connections)
SLA Architecture: Design and implement sophisticated SLA workflows to ensure service level commitments are accurately tracked and met
Development & Scripting: Create and maintain UI Actions and Business Rules to extend platform functionality beyond out-of-the-box capabilities
GenAI Implementation & Governance: Configure and manage the Now Assist Admin Console to oversee AI skill usage, monitor adoption, and ensure responsible AI practices
Skill Configuration: Set up and tune GenAI features like incident and case summarization, chat summarization, and resolution notes generation to improve agent productivity
Prompt Management: Use the Now Assist Skill Kit to customize and refine AI prompts, ensuring responses are contextually relevant to specific business needs
AI Search & Virtual Agent: Enhance self-service by configuring AI Search and Generative AI-powered Virtual Agents to provide natural language answers and automated issue resolution
Predictive Intelligence: Maintain and optimize machine learning models for automated ticket categorization, routing, and similarity checking to supplement GenAI workflows
AI Data Stewardship: Collaborate with data owners to ensure high-quality, clean data in the CMDB and Knowledge Base, which is critical for accurate AI-generated output
Skills
Platform Expertise: 10+ years of hands-on ServiceNow Administration; experience with recent releases (Yokahama / Xanadu / Washington DC) is preferred
Domain Separation: Deep technical understanding of domain hierarchy, data visibility, and process separation
Technical Proficiency: Expert-level knowledge of JavaScript (GlideSystem, GlideRecord), HTML, and CSS as they relate to ServiceNow workflows
Security Mindset: Proven track record of managing complex security requirements and passing compliance audits (HIPAA, SOX, etc.)
Integration Toolkit: Experience with supporting REST/SOAP APIs, IntegrationHub, and advanced Inbound Email Action scripting
Process Knowledge: Strong understanding of ITIL v4 concepts (certification is a plus).
Soft Skills: Ability to translate “business-speak” into technical requirements and communicate effectively with stakeholders at all levels
Industry Knowledge: Experience navigating the compliance nuances of the Financial or Medical sectors is highly desirable
