Expert ServiceNow Administrator Needed

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Red Hat is seeking a highly skilled and motivated ServiceNow administrator to join the Center of Excellence team. As a ServiceNow administrator, you will work in a fast-paced Agile environment supporting the ServiceNow platform. You will serve as the primary administrator for the ServiceNow instance, as well as administering and supporting multiple ServiceNow instances to meet the unique business needs of our users and developers. You will collaborate with cross-functional teams, including architects, business analysts, developers, product owners, and other stakeholders to understand and provide solutions across different applications on the ServiceNow platform.

Key Responsibilities:

• Provision, install, configure, operate, and maintain the ServiceNow platform, including routine changes, configuration adjustments, and daily system monitoring for integrity and availability. Your efforts will directly contribute to the stability and reliability of critical business processes.
• Perform daily administration, issue resolution, and troubleshooting of the ServiceNow platform across all instances.
• Configure and develop on the ServiceNow platform, utilizing low-code/no-code methods, scripting (JavaScript, Glide APIs, UI policies), and automation tools (Flow Designer, Workflow Editor, and Transform Maps) for CSM, Service Portal, ITSM, Knowledge, Service Catalog, ITOM, IRM, and any other ServiceNow modules deployed at Red Hat.
• Provide continuous ServiceNow system administration, encompassing daily ticket management, reporting, and proactive resolution of system administration tasks, including release management.
• Administer and support Production and non-production instances, ensuring optimal performance and availability.
• Assist with the administration and maintenance of reports, dashboards, and operational tasks.
• Document administrative processes and issue resolutions to support knowledge transfer and system stability.
• Perform other duties as assigned by leadership and system administration job responsibilities.

Collaboration & Agile Participation:

• Collaborate with ServiceNow CoE teams to coordinate and perform ServiceNow upgrades and patching, ensuring the latest patches and configuration changes are applied across all instances.
• Partner with the Red Hat team to fulfill their ServiceNow requests and provide dedicated platform support.
• Actively collaborate with other teammates to perform code reviews, discuss new developments and projects, and shadow other admins/developers as needed.
• Collaborate with the ServiceNow CoE team members to monitor and support HI cases.
• Actively participate in agile ceremonies, including daily scrums, sprint planning, and PI planning workshops, contributing to story grooming, capacity planning, and sprint discussions.
• Support the Business Systems Analyst and Product Owner in gathering and documenting customer requirements for ServiceNow projects and enhancements.
• Contribute to testing and documentation of ServiceNow solutions.

Requirements:

• Minimum 3+ years experience with ServiceNow Platform Administration.
• Minimum 3+ years of experience with low-code/no-code development experience with CSM, Service Portal, ITSM, Knowledge, Service Catalog, ITOM, IRM, and any other ServiceNow modules deployed at Red Hat.
• Demonstrated experience with ServiceNow scripting, including JavaScript, Glide APIs, and UI policies.
• Experience with ServiceNow automation tools such as Flow Designer, Workflow Editor, and Transform Maps.
• Experience with managing Reporting (reports, dashboards, workspaces) and diagnosing performance-related issues in ServiceNow.
• Experience with Agile Methodologies, including Scrum.
• Familiarity with business systems analysis processes, including requirements gathering, documentation, and testing.
• ServiceNow Certified System Administrator certification required or relevant (5+ years of experience).
• Excellent communication, interpersonal, and problem-solving skills, with the ability to articulate technical concepts to non-technical stakeholders.
• Ability and flexibility to work independently and collaboratively in a globally dispersed team environment, adapting to shifting priorities and business needs.
• Proven ability to troubleshoot complex technical issues effectively.
• Due to the nature of the FedRAMP instance, this role requires the candidate to be a U.S. citizen, Green card holder, or permanent resident and reside within the U.S.

Benefits:

Our comprehensive benefits package includes medical, dental, and vision coverage, flexible spending account, health savings account, retirement 401(k) with employer match, paid time off and holidays, paid parental leave plans for all new parents, leave benefits including disability, paid family medical leave, and paid military leave, employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more.

Inclusion at Red Hat:

Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO):

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.