Specialist - Package Implementation

Role Description

Provides daytoday technical administration and operational support for the ServiceNow platform across production and nonproduction environments

Ensures platform stability performance and security while supporting users resolving incidents and enabling delivery teams

Acts as the foundation keeper of the platform managing core configurations upgrades and access controls

Provides frontline technical support and assistance to users of the ServiceNow platform ensuring prompt issue resolution and highquality user experience

Acts as a liaison between end users and technical teams helping to resolve incidents answer queries and maintain platform stability

Contributes to platform health through proactive monitoring configuration support and user education

RoleResponsibilities

Provide guidance and training to users on system functionality navigation and best practices

Escalate complex issues appropriately while documenting resolution steps and root cause analysis

Assist in system configuration form updates workflow adjustments and administrative tasks

Monitor system performance and proactively identify potential platform or integration issues

Maintain support documentation and contribute to knowledge base articles for common issues

Collaborate with development and admin teams to validate and test fixes and enhancements before deployment

Maintain the overall health stability and usability of the ServiceNow platform by performing daily system administration and maintenance

Manage user accounts roles groups and access control lists ACLs to enforce security and governance policies

Plan and execute platform upgrades patches and cloning activities in coordination with platform architects and development teams

Support developers by providing configuration assistance and maintaining sandbox environments

Perform routine platform configurations such as table creation form layout UI policies notifications and catalog item updates

Work closely with architects and platform owners to ensure alignment with platform design standards and best practices

Drive and implement fixes to instance health scan finding performance manageability usability scalability upgradability and security

Maintains the stability and usability of the platform across production and nonproduction environments

Perform POC and implement platform versioning inclusive core platform plugins store apps widgets etc including execution of instance patching cloning etc

Manage Release Management process Change assessment CAB approval deployment during weekends review etc

ServiceNow platform communication management focusing on planned events changes new capability release new project release etc and unplanned events priority incidents patching etc

Maintenance of ActivityEvent Calendar

Develop clear and concise technicalprocess documentation

Strong collaboration with stakeholders including internal customers stakeholders and vendors to understand challenges and gain consensus on improved system and operational solutions

Technical and Industry Experience

Industry and project experience of 5 years with ServiceNow

At least 3 years experience in managing and implementing the ServiceNow Platform

Must have Handson experience with ServiceNow platform administration and core system functionality

Strong knowledge of user and group management ACLs and instance security

Strong expertise in automation tools such as Flow Designer Scheduled Jobs and scripting

Expertise in ServiceNow Coding java script business rules client scripts UI Policies etc

Experience on RESTSOAP based integrations and MID Server architecture

Experience on ServiceNow CMDB

Experience with monitoring tools ITSM CMDB Event Management Performance Analytics application development and ATF are beneficial Experience on ServiceNow ITSM in ServiceNow

Familiarity with platform performance monitoring log analysis and troubleshooting tools

Experience with platform upgrade planning execution and postupgrade testing

Certifications Preferred

ServiceNow Certified System Administrator CSA

o ServiceNow Certified Application Developer CAD

o ServiceNow Certified Implementation Specialist ITSM CISITSM

o Now Assist

o ITIL v34 Foundation