ServiceNow System Administrator at International Rescue Committee

Job Overview/Summary: 

• The ServiceNow System Administrator will support the administration, configuration, maintenance, documentation, reporting, testing, and end-user support of the IRC’s ServiceNow platform.
• The role will assist with ServiceNow enhancements, workflow configuration, catalog updates, reports, dashboards, testing, and platform support under the technical direction and mentorship of the Senior System Administrator.
• This position will work closely with IT teams, business stakeholders, product owners, and internal ServiceNow users to understand issues, gather requirements, support configuration changes, and help improve the overall user experience.
• The ServiceNow System Administrator will provide Tier 1 and Tier 2 support for ServiceNow-related incidents and requests, escalating complex technical, scripting, integration, security, and platform architecture issues to the Senior System Administrator as needed.
• The role will contribute to platform stability, documentation, user adoption, release testing, and continuous improvement while following IRC standards, ITIL practices, change management processes, and ServiceNow best practices.

Major Responsibilities: 

• Provide Tier 1 and Tier 2 end-user support for ServiceNow-related incidents, requests, access issues, reporting questions, catalog items, and basic configuration issues; escalate complex issues to the Senior System Administrator as needed.
• Administer and maintain core ServiceNow platform components, including users, groups, roles, assignment groups, forms, lists, tables, reports, dashboards, notifications, and knowledge articles.
• Configure and maintain ServiceNow solutions across core modules, including Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management.
• Support configuration and enhancement of catalog items, record producers, workflows, approvals, forms, reports, dashboards, and automation using ServiceNow configuration tools and Flow Designer.
• Assist with ServiceNow scripting and platform customizations, including Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, scheduled jobs, and notifications, under the technical direction of the Senior System Administrator.
• Support, maintain, test, and troubleshoot ServiceNow integrations with other enterprise systems under the guidance of the Senior System Administrator, using approved integration methods such as REST/SOAP APIs and IntegrationHub where applicable.
• Collaborate with stakeholders, IT teams, product owners, and the Senior System Administrator to gather requirements, document user stories, clarify issues, and support the delivery of ServiceNow enhancements.
• Participate in Quality Assurance, regression testing, release validation, and User Acceptance Testing by preparing test cases, documenting results, logging defects, and supporting stakeholder testing activities.
• Support ServiceNow upgrades, patches, releases, and update set validation by assisting with impact review, testing, defect documentation, remediation tracking, and post-release validation.
• Develop and maintain reports, dashboards, and analytics to support operational performance, trend analysis, compliance, and decision-making.
• Produce and maintain technical documentation, configuration documentation, user guides, admin guides, training materials, and Knowledge Base articles related to ServiceNow functionality and platform support.
• Support agile delivery by helping prioritize, estimate, update, and complete assigned stories, tasks, incidents, and requests while communicating progress, risks, and blockers to the Senior System Administrator and relevant stakeholders.
• Develop training materials and conduct ServiceNow training sessions for users, administrators, and stakeholders as needed, including at least once per quarter.

Key Working Relationships: 

• Position Reports to: Associate Director, Business Systems — IT
• Receives technical direction, guidance, and mentorship from the Senior System Administrator.
• Internal Contacts: IT teams, ServiceNow users, business stakeholders, product owners, and system stakeholders.

Job Requirements: 

Experience Requirements

• Bachelor’s degree in computer science, Information Systems, or a related field, or equivalent professional experience.
• Minimum of 3 years of hands-on experience with ServiceNow administration.
• ServiceNow Certified System Administrator certification required.
• Experience supporting core ServiceNow modules such as Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management.
• Experience with user administration, group management, role assignments, access support, and basic security administration.
• Experience configuring and maintaining ServiceNow forms, lists, tables, catalog items, record producers, reports, dashboards, workflows, and notifications.
• Basic to intermediate JavaScript experience within the ServiceNow platform, including exposure to Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and scheduled jobs.
• Experience supporting testing, release validation, documentation, and end-user training.
• Strong analytical, troubleshooting, communication, and documentation skills.
• Ability to work collaboratively with technical teams, business stakeholders, and end users.

Preferred Requirements

• ServiceNow Certified Application Developer certification preferred.
• Experience with Flow Designer, approvals, automation, and platform process improvements.
• Experience supporting ServiceNow integrations using REST/SOAP APIs, IntegrationHub, or other approved integration methods.
• Experience with Service Portal configuration and enhancement, including pages, widgets, catalog experiences, and user-facing functionality.
• Experience with Automated Test Framework, regression testing, update sets, patches, upgrades, and release validation.
• Experience supporting ITIL-based processes and ServiceNow platform best practices.

Working Environment

• Standard office work environment