OverviewWe 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 ResponsibilitiesOwn 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.