[MSO] ServiceNow Administrator

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

• Handle daily incidents, service requests and user questions on the ServiceNow platform, working to agreed SLAs and priority rules
• Administer users, roles, groups and access rights, including ACL configuration and periodic access reviews
• Configure the platform in day-to-day operation: catalogue items, forms, notifications, assignment rules and scheduled jobs
• Keep the platform healthy by monitoring scheduled jobs, integrations and error logs, and acting on what they show before users report it
• Troubleshoot configuration and integration issues at second line: resolve what is a configuration matter, escalate what requires a design change
• Promote changes between environments using update sets, following release and change management rules
• Document administration procedures and build standard operating procedures, so recurring requests become repeatable rather than person-dependent
• Work closely with developers and architects, bringing the platform operations perspective into designs and changes

Expectations – the experience you need

• Valid ServiceNow Certified System Administrator (CSA)
• Valid ServiceNow Certified Data Foundations
• Minimum 2 years of hands-on ServiceNow administration: users, roles, groups, ACLs, update sets, scheduled jobs, notifications, catalogue items and form configuration
• Practical experience with incident, request and change handling in a live production environment with SLAs
• Ability to diagnose configuration and integration errors independently (system and transaction logs, REST payloads) without escalating to a developer
• Fluent English, spoken and written, and comfort with daily direct contact with client stakeholders
• Ownership and independence: a remote role in a small team, with a client that expects its platform administrator to run their own queue
• Working knowledge of ITIL practices

Additional skills – the edge you have

• Experience with ServiceNow ITOM (Discovery, Service Mapping, Event Management)
• CMDB and CSDM experience: class model, CI relationships, import sets and data quality
• Exposure to a multi-tenant or managed service provider setup
• Scripting basics (JavaScript, GlideRecord, Flow Designer) for small fixes
• Dutch language, or previous experience working with a Dutch client

What we offer

• Flexible and remote cooperation options
• International projects with leading global clients
• Travels related to international projects
• Non-corporate atmosphere
• Access* to language classes
• Access* to knowledge-sharing initiatives
• Access* to private healthcare and life insurance
• Access* to multisport card

*The availability and terms of individual benefits may vary depending on the chosen form of cooperation.