Operational Platform Specialist

We are seeking an operational expert to lead the configuration and enhancement of our ServiceNow platform. This role is focused on administering the ServiceNow environment in a telecom-focused setting, configuring and optimizing CMDB, catalog, workflows, and user/group administration.

The ideal candidate will manage, configure, and optimize the ServiceNow environment, collaborate with cross-functional teams, and contribute to innovation and continuous improvement across operational tools and processes.

This position demands strong ServiceNow configuration skills, analytical thinking, and problem-solving ability. The ideal candidate has experience in the telecom industry, especially in network or small cell operations.

Key Responsibilities:

• Administer and configure the ServiceNow platform including CMDB, Service Catalog, user/group management, and workflows.
• Develop and maintain flowcharts, process documentation, and user guides.
• Design, plan, and review new platform enhancements and minor application builds.
• Translate business requirements into ServiceNow configuration elements (catalog items, flows, scripts, etc.).
• Collaborate with developers, network engineers, GIS analysts, and operations teams to identify process improvement opportunities.
• Provide training and support for internal users on ServiceNow capabilities and best practices.
• Act as liaison between technical and non-technical stakeholders to bridge operational needs with platform capabilities.
• Document troubleshooting steps, fixes, and configurations for knowledge sharing and future reference.
• Partner with QA teams to support testing and validate functionality before deployment.
• Maintain system performance, security, and data integrity through careful configuration and platform hygiene.

Required Skills and Qualifications:

• 7+ years of professional technical experience, ideally in the telecom or network operations space.
• 4+ years of direct hands-on experience with ServiceNow Service Management.
• Deep understanding of ServiceNow administration, including: CMDB, Business Rules, Client Scripts, UI Scripts, Script Includes, Flows and Flow Designer, Catalog items, User/group management.
• Proven experience in supporting or leading platform enhancements and integrations in an operational or engineering setting.
• Strong communication and documentation skills.
• Demonstrated ability to pivot quickly and solve problems collaboratively.
• Experience with GIS-based or small cell environments is a major plus.

Preferred:

• ServiceNow CSA (Certified System Administrator) certification.
• Experience working in national operations, engineering, or network deployment teams.
• Familiarity with agile methodologies and cross-functional team collaboration.