Specialist - Package Implementation

ServiceNow Platform Specialist Role Description Provides day-to-day technical administration and operational support for the ServiceNow platform across production and nonproduction environments Ensures platform stability performance and security while supporting users resolving incidents and enabling delivery teams Acts as the foundation keeper of the platform managing core configurations upgrades and access controls Provides frontline technical support and assistance to users of the ServiceNow platform ensuring prompt issue resolution and highquality user experience Acts as a liaison between end users and technical teams helping to resolve incidents answer queries and maintain platform stability Contributes to platform health through proactive monitoring configuration support and user education Role Responsibilities Provide guidance and training to users on system functionality navigation and best practices Escalate complex issues appropriately while documenting resolution steps and root cause analysis Assist in system configuration form updates workflow adjustments and administrative tasks Monitor system performance and proactively identify potential platform or integration issues Maintain support documentation and contribute to knowledge base articles for common issues Collaborate with development and admin teams to validate and test fixes and enhancements before deployment Maintain the overall health stability and usability of the ServiceNow platform by performing daily system administration and maintenance Manage user accounts roles groups and access control lists ACLs to enforce security and governance policies Plan and execute platform upgrades patches and cloning activities in coordination with platform architects and development teams Support developers by providing configuration assistance and maintaining sandbox environments Perform routine platform configurations such as table creation form layout UI policies notifications and catalog item updates Work closely with architects and platform owners to ensure alignment with platform design standards and best practices Drive and implement fixes to instance health scan finding performance manageability usability scalability upgradability and security Maintains the stability and usability of the platform across production and nonproduction environments Perform POC and implement platform versioning inclusive core platform plugins store apps widgets etc including execution of instance patching cloning etc Manage Release Management process Change assessment CAB approval deployment during weekends review etc ServiceNow platform communication management focusing on planned events changes new capability release new project release etc and unplanned events priority incidents patching etc Maintenance of Activity Event Calendar Develop clear and concise technicalprocess documentation Strong collaboration with stakeholders including internal customers stakeholders and vendors to understand challenges and gain consensus on improved system and operational solutions Technical and Industry Experience Industry and project experience of 5 years with ServiceNow At least 3 years experience in managing and implementing the ServiceNow Platform Must have Hands-on experience with ServiceNow platform administration and core system functionality Strong knowledge of user and group management ACLs and instance security Strong expertise in automation tools such as Flow Designer Scheduled Jobs and scripting Expertise in ServiceNow Coding java script business rules client scripts UI Policies etc Experience on RESTSOAP based integrations and MID Server architecture Experience on ServiceNow CMDB Experience with monitoring tools ITSM CMDB Event Management Performance Analytics application development and ATF are beneficial Experience on ServiceNow ITSM in ServiceNow Familiarity with platform performance monitoring log analysis and troubleshooting tools Experience with platform upgrade planning execution and postupgrade testing Certifications Preferred ServiceNow Certified System Administrator CSA o ServiceNow Certified Application Developer CAD o ServiceNow Certified Implementation Specialist ITSM CISITSM o Now Assist o ITIL v34 Foundation