[MSO] Senior ServiceNow Administrator

Softwaremind

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Remote Warsaw, Masovian Voivodeship, Poland Full-time Posted 1d ago

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Project – the aim you’ll have

You will join the ServiceNow team building a new platform for a Dutch provider of cloud services to the public sector. We are replacing an instance customised over 10+ years with a clean, out-of-the-box implementation on the latest release. Small senior team of developers and architects, direct client contact, fully remote. A long-term engagement with room to grow towards ITOM, CMDB and CSDM work.

Roll – how you’ll contribute

Own day-to-day platform operations: incidents, service requests, access and role administration, and configuration changes, working to contractual SLAs
Take technical ownership of access control: role and group model, ACL design and implementation, and periodic access reviews
Own integration operations: monitor, troubleshoot and repair running integrations, and specify the change when the fix is a design change rather than a configuration one
Maintain CMDB data quality and the CI class model in daily operation
Act as the technical authority for operational change: assess impact, decide to configure versus customize, and protect out-of-the-box integrity
Reverse-engineer undocumented legacy configuration and document it, so the platform stops depending on individuals
Run platform lifecycle work: upgrades and patching, update set promotion between environments, and vendor cases with ServiceNow
Work independently with client stakeholders, turning operational issues into decisions they can take
Own day-to-day platform operations: incidents, service requests, access and role administration, configuration changes and Service Portal maintenance, working to contractual SLAs
Take technical ownership of identity and access: LDAP and AD synchronization, user and group imports, role and group model, ACL implementation and periodic access reviews

Expectations – the experience you need

Valid ServiceNow Certified System Administrator (CSA) and valid Certified Data Foundations
Minimum 5 years of hands-on ServiceNow experience, including at least 2 years with technical ownership of a production instance
Proven ability to work inside a heavily customized instance: reading, debugging and modifying Business Rules, Script Includes, Client Scripts and flows written by someone else, with JavaScript and GlideRecord at a level that allows writing and debugging, not only reading
Hands-on RBAC configuration: role and group model, ACLs, user criteria, delegated administration and access reviews
LDAP and AD synchronization and data imports: import sets, transform maps, scheduled imports, coalescing rules and troubleshooting failed loads, together with CMDB class model, CI relationships and data quality
Functional knowledge of integrations: how REST and SOAP interfaces, IntegrationHub and the MID Server fit together, and the ability to diagnose a failing interface and hand a precise specification to a developer
Service Portal: configuration and maintenance of portal pages, widgets and catalogue presentation for end users
Fluent English, and the ability to hold a technical position in front of client stakeholders

Additional skills – the edge you have

ServiceNow ITOM: Discovery, Service Mapping,
Event Management CSDM framework experience
ServiceNow Certified Implementation Specialist in ITSM, ITOM or Discovery
Experience in a multi-tenant or managed service provider environment, where several end customers share one instance
Dutch language, or previous experience working with a Dutch client

What we offer: