Job description

Submission Due Date: 06/03/2025

Client - State of PA

hybrid role - requiring on-site presence two days per week, or as needed.

The ServiceNow Administrator is responsible for the set of tasks and techniques used to work as a liaison among stakeholders in order to understand the structure, policies, and operations of an organization, and to recommend solutions that enable the organization to achieve its goals. This position is accountable and responsible for the following duties.

Defines and documents customer business functions and processes.
Consults with Process Owners and Managers to identify, define and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access.
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.

Key Responsibilities

Configure and maintain ITOM, HAM, and SAM modules in ServiceNow.
Perform system administration tasks, including user management, access control, and workflow automation.
Support instance upgrades, patching, and system performance tuning.
Troubleshoot and resolve technical issues and system errors.
Ensure compliance with ServiceNow best practices and governance policies.

Required Skills

ServiceNow Certified System Administrator (CSA) is required.
Experience with Automated Test Framework (ATF).
Exposure to ServiceNow App Engine and Flow Designer.
Understanding of CMDB and Discovery.
Knowledge of Employee Service Portal and custom widget development
4-year college degree or equivalent technical study - Preferred - 4 Years
Experience with ITSM and at least one additional module (e.g., ITOM, HRSD, SPM, Source2Pay).
Familiarity with Agile/Scrum methodologies.
ITIL V4 Foundation Certification - Preferred