ITIL V4 Foundation

ServiceNow Administrator

The ServiceNow Administrator is a liaison between stakeholders to understand the structure, policies, and operations of an organization. Key Responsibilities:

• Defines and documents customer business functions and processes.
• Consults with Process Owners and Managers to identify, define and document business needs and objectives.
• Administers the ITSM Platform to ensure the system design meets the needs of the Commonwealth.
• Participates in system integration testing, user acceptance testing, and testing of new system functionality.
• Provides technical assistance in training, mentoring, and coaching professional and technical staff.
• Escalates issues to management as appropriate.
• Configures and maintains ITOM, HAM, and SAM modules in ServiceNow.
• Performs system administration tasks, including user management, access control, and workflow automation.
• Supports instance upgrades, patching, and system performance tuning.
• Troubleshoots and resolves technical issues and system errors.
• Ensures compliance with ServiceNow best practices and governance policies.